Westminster & Tigerspike:
Mobile working pilot
April 2014
Q & A
Unlock the Power of Personal Media
Agenda
About WCC
About Tigerspike
Why we did the Mobile Working Pilot Research Ph...
SAN FRANCISCO
LONDON
SYDNEY
MELBOURNE
SINGAPORE
DUBAI
NEW YORK
Global experience
over 10+ years
Consulting
User experience
User interface
Multi-platform
development
Licensing
Support
Pure design & UX
agencies
Pure tech...
5
About WCC
& Mobile Working
6
Why the Research Phase?
• Fully understand the challenges facing WCC ASC
Teams in mobile environments
• Design Mobile So...
User shadowing: Mobile Experience Map
Pain points:
- I can’t access my work email
when working offsite
- I can’t access Fr...
Frameworki and office environment Approach
User Centred Design – Persona creation
"My days are pretty full, so I try to make
the most of out my time"
About me:
“I am...
Mobile user needs, goalsand challenges Approach
Outcome
Empowering off site work with mobile: The three Cs
Communication
Consultation
Contextual
productivity
Based on your user n...
Outcome
Q & A
Cameron Franks - Commercial & Strategy Director, Tigerspike
Cameron.franks@tigerspike.com
Richard Biscoe – Project M...
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Local Digital Futures presentation by Westminster City Council and Tigerspike on their mobile working pilot

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This presentation was delivered at the Department for Communities and Local Government 'Local Digital Campaign' event on 'Local Digital Futures' by Westminster City Council and Tigerspike on their mobile working pilot.

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  • Global team of 200 dedicated and specialised employees Tigerspike operate across 5 time zones with multi-disciplined teams in each office providing end to end localised support
  • We are a software and user experience platformConsultingTechnology RoadmapsUser Experience and User Interface DesignMulti platform DevelopmentLicencing and Support
  • Tigerspike employed our proprietary user experience methodology, Kallide, to conduct the primary research. Kallide provides an overarching framework for eliciting deep user insight, using specialist techniques to gain detailed understanding of latent and explicit user needs from first-hand contextual inquiry. Westminster City Council (WCC) Adult Social Care (ASC) teams face a variety of challenges in the workplace: lack of connectivity with in-house systems, difficult and varied work contexts, large amounts of paperwork and inappropriate, or outdated, tools. WCC is investigating the possibility of using mobile technology to improve the working lives of its ASC teams. Tigerspike were asked to perform primary research to help build a business case for the future use of mobile technology in ASC. To achieve this, we undertook in-depth contextual inquiry, shadowing different ASC team members while they visit clients and perform their daily tasks, as well as interviewing other team members to gain real insights. This information has enabled us to build up a detailed picture of the day-to-day reality of life as an ASC team member and to suggest mobile working solutions that are linked directly to real user needs.“Early adopters” are already using technology shortcuts to facilitate their work: smartphone, camera, Nexus 7, Google maps, tape measurement apps, email himself case notes typed on smartphone “type notes to pick up the work next day in the office”
  • Interviewed team members from five teams to gain real insights Undertook in-depth contextual inquiryShadowed different ASC team members while they visit clients and perform their daily tasksAnalysed the information gathered to extract insight, investigating opportunities and risk regarding mobile workingCreated affinity maps with the primary research insightsCompleted task analysis in real scenarios to explore mobile solutions that could improve the existing workflow and mitigate user’s pain points
  • There is a great potential for mobile working with benefits across all teams, improving efficiency and quality of service.Staff are very eager to be able to work on the go.The initial concept also appropriate across the different teams, with small tweaks and extensions (more forms, handling case notes, upload word documents, capture signature into FWi).Specific benefits and efficiencies level will vary team by team.
  • Local Digital Futures presentation by Westminster City Council and Tigerspike on their mobile working pilot

    1. 1. Westminster & Tigerspike: Mobile working pilot April 2014
    2. 2. Q & A Unlock the Power of Personal Media Agenda About WCC About Tigerspike Why we did the Mobile Working Pilot Research Phase? The Approach The Outcome
    3. 3. SAN FRANCISCO LONDON SYDNEY MELBOURNE SINGAPORE DUBAI NEW YORK Global experience over 10+ years
    4. 4. Consulting User experience User interface Multi-platform development Licensing Support Pure design & UX agencies Pure technology firms Software development & user experience
    5. 5. 5 About WCC & Mobile Working
    6. 6. 6 Why the Research Phase? • Fully understand the challenges facing WCC ASC Teams in mobile environments • Design Mobile Software to solve real business problems, not just a new shiny toy • Following Tigerspike trusted Kallide process ensure we have a solid understanding of Users, Context, Technology and Strategy with which to launch project development phase.
    7. 7. User shadowing: Mobile Experience Map Pain points: - I can’t access my work email when working offsite - I can’t access Frameworki when working off site - I can’t check my calendar when working off site - I can’t share services information with the clients - I can’t access contact numbers from other services 8am 9am 10am 11am 12pm 1pm 2pm 3pm 4pm 5pm Read news online Complete the Review visit Search online for relevant info after the client visit Read private emails “I manage my client visits with my personal spreadsheet and outlook” “I take photos with my personal phone to record the environment” “So many emails to reply to… but I can’t access to my account outside the office” “I can’t show the client the equipment catalogue” “I type and email myself case notes so I don’t forget anything relevant” Care Manager- Review Adults Team: Review ”I’m never without my mobile phone and I love apps. I even found some that make my job easier!." Technological awareness Work experience Risk tolerance Low High Low High LowHigh Off site work Check social media Check Google maps Takes a photo of the bathtub Uses a measurement tape app to measure the bathtub dimensions Type case notes on mobile and send them by email to myself Type case notes on mobile and send them by email to myself Personal mobile use working off site Check Public Transport Complete the Review visit Communicate with impaired client with her tablet “It’s sometimes challenging to find an address or people at home” “I can’t access to online records to contrast information” On mobile Reshma Sharma Approach
    8. 8. Frameworki and office environment Approach
    9. 9. User Centred Design – Persona creation "My days are pretty full, so I try to make the most of out my time" About me: “I am a UI designer and I joined Tigerspike 18 months ago. At work, I need to get "in the zone" to get really productive”. Tasks: - Getting as much done as possible and leaving on time. - Sharing my experience with other and learning from them. Expectations: - Getting as much done as possible and leaving on time. - Sharing my experience with other and learning from them. Anne White, Assistant Occupational Therapy Care Manager ”I like to rely on pen and paper to take notes. I think clients appreciate that I’m listening to them, instead of looking at a screen." Assistant Occupational Therapy Care Manager Team: Reablement Peter Williams ”I’m never without my mobile phone and I love apps. I even found some that make my job easier!." About me: I’m from South Londonand I’ve been working for the council for the last five years. I have a Sociology background in assistive technology but I currently work as care manager for ASC. I’m 32, married and have two young children. My days are very busy at work, as well as my evenings back home with my family. Tasks: - Complete Review visits - Write review reports - Re-purchase services - Refer services - Cognitive assessments - Re-calculate budgets - Write support plans - Duty service Care Manager - Review Adults Team: Review Technological awareness Work experience Risk tolerance LowHigh LowHigh LowHigh ReshmaSharma Pain points: - I can’t access my work email when working offsite - I can’t access Frameworki when working off site - I can’t check my calendar when working off site - I can’t share services information with the clients - I can’t access contact numbers from other services Expectations: - Getting as much done as possible and leaving on time - Have tools that improve my efficiency at work About me: I’m an Assistant OT Care Manager from Bristol. I’ve been working for the WCC ASC since 2002. I’m 45, married and have three children. I enjoy spending time with my wife and kids and watching sports. Tasks: - Visit clients - Core assessments - Goal planning - Purchase equipment - Refer services - Sign posting - Duty service - Care package Technological awareness Work experience Risk tolerance LowHigh LowHigh LowHigh . Pain points: - I can’t access my work email when working offsite - I can’t access Frameworki when working off site - I can’t check my calendar when working off site - I can’t share services information with the clients - I can’t show and order equipment when working off site - I can’t access contact numbers from other services Expectations: - Getting as much done as possible and leaving on time - Have tools that improve my efficiency at work Approach
    10. 10. Mobile user needs, goalsand challenges Approach
    11. 11. Outcome
    12. 12. Empowering off site work with mobile: The three Cs Communication Consultation Contextual productivity Based on your user needs and their aspirations, we’ve identified three key areas that can benefit from mobile to improve off-site work Outcome
    13. 13. Outcome
    14. 14. Q & A Cameron Franks - Commercial & Strategy Director, Tigerspike Cameron.franks@tigerspike.com Richard Biscoe – Project Manager MWP, WCC rbiscoe@westminster.gov.uk
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