Danske Bank HELP Universe
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Presented by Lars Thostrup from Danske Bank at Intranätverk 2016: Malmö, 29 september The HELP Universe won a gold award in this year’s Intranet Innovation Awards. The solution shows how to turn a helpdesk system from an internal perspective to a user-centric experience, that increased the self-help ratio and lowered the number of reports.
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Danske Bank HELP Universe
- 1. Danske Bank HELP Universe Process and methods Intranätverk 2016 Malmö 29 September 2016 “What's presented looks so simple that you know a ton of user- centered design had to be thrown at it” Intranet Innovation Awards 2015
- 2. 11 Time for a change… Users Helpdesk Why try to help myself – it’s impossible to find anything… Users are lazy! … they report the same errors again and again– and we answer the same thing again and again… - Why don’t they learn…?!?! …they choose the wrong form all the time and waste our time… – so we have to move all the cases around so they land in the right team in Helpdesk Helpdesk…! It’s a complete joke, messy and very inefficient!
- 3. 22 • Users send fewer error reports - especially for known issues • Users help themselves more – and feel good about doing it! • Users feel in control with their own error report process Our objectives… Success requires a change of user behavior! Success requires new user-centric approach in the helpdesk. • A helpdesk that knows and acts as if: - users don’t know how the Helpdesk is organized, and they are not supposed to know - users don’t know helpdesk ‘lingo’ and they are not supposed to know
- 4. 33 Card sorting – how the users see the world Bus Car Apple Milk Bread Train 1 Let users talk about a set of labelled cards 2 Users sort the cards Apple Train Bread Bus Milk Car Gr. 1 Gr. 2 Users put category name on groups of cards Apple Train Bread Bus Milk Car Food Vehicles 3 • How do users understand or interpret the labels? • Is the label the right one? • Language issues? • Where do users see the same system and where do they not agree? • Something we have missed? Which groups and names are intuitive for most users? Lad også afsender sortere kort – en øjenåbner
- 5. 44 Test #1 Improve prototype Test # 2 Improve prototype Test# 3 Improve prototype Launch Think-aloud test – is this working? Card sorting was done by Danish employees - but the system will also be used by employees in other countries… • How would users understand categories found in Denmark? • How should the user interface look like? First-short prototype was tested in Belfast and Helsinki… Hmm… Ireland Finland Project teamProject team
- 6. 55 Result: Categories based on card sorting and UX test
- 7. 66 Objective Users report less errors. Especially when known issues. Send error report
- 8. 77 Objective Users send fewer error reports Send error report Starting point
- 9. 88 Objective Users help themselves more – and feel good about the process. Send report Starting point
- 10. 99 Objective Users feel in control with their own error process. Starting point The user can: • Ask for update on a case • Add more info – screen image • Re-open the case if problem is not solved • Close the case
- 11. 1010 0 2000 4000 6000 8000 10000 12000 14000 16000 18000 ROI – 3.000 fewer reports monthly 2013 2014 2015LAUNCH Yearly savings 3 mio DKK Pay-back time two years
- 12. 1111 Users’ behavior has changed Self-help 35% Reporting 65% Self-help ratio 9 11 Before After Processing time at Helpdesk (min. pr. report) SOP FAQ Known issues Potential solution Video
- 13. 1212 Include your customer in the team • Let customer be a part of card sorting, UX test – better understanding and alignment • Let customer do work in the project team on an equal basis – better communication and collaboration on problems. Include your developers • Hands off the keyboard – join UX workshops with users and customer. • Developers with user insights do better development. Involve users early • Stop endless discussions in the project team by asking the users early on. • Spend more time on analysis and test (UX) – better quality, better ROI What did we learn
- 14. Tack! Lars Thostrup Chief business analyst Danske Bank - Group IT lat@danskebank.dk