An application suite for HR customer support

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Dossier managers at SD Worx provide customer support for HR software and services to SMEs. A series of standalone applications had been developed and bundled together to assist in this task. However, the lack of integration and navigation between these applications made it difficult for dossier managers to handle the constant influx of requests from client companies.

SD Worx asked Namahn to help rationalising the working environment of dossier managers and design a concept for the user interface of a future integrated application.

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An application suite for HR customer support

  1. 1. An application suite for HR customer support<br />time Q2-Q3 2005<br />duration three months <br />
  2. 2. About SD WORX<br />SD WORX is an HR services company offering a services and products relating to the employment of personnel and provide service & consultancy and automation solutions, in the areas of People & organisation, tax & legal and payroll processing.<br />business to business<br />
  3. 3. An application suite for HR customer support<br />discipline interaction design<br />At customer support for SMEs, the lack of integration and navigation between a number of standalone applications was making it difficult for dossier managers to handle the constant influx of requests from client companies.<br />
  4. 4. Approach<br />understand<br />explore<br /><ul><li>Field study
  5. 5. Scenarios of use
  6. 6. Conceptual design
  7. 7. Prototyping</li></li></ul><li>understand<br />
  8. 8. Screens used in dossier managers’ workflow<br />Field Study<br />By interviewing dossier managers and observing their typical workflows we gained an in-depth insight into their needs and practices and into the problems they encounter during their daily tasks. <br />
  9. 9. explore<br />
  10. 10. Example from the future state scenario descriptions<br />Scenarios of use<br />We formulated scenarios of use for the current practice. In a series of workshops, we analysed these scenarios in detail by identifying each function and then exploring how to improve them. The dossier managers developed a valuable sense of responsibility by working in close-cooperation with us.<br />
  11. 11. Comments on a mock-up projection in a workshop<br />Conceptual design<br />During several collaborative design workshops with dossier managers, we refined early conceptual drawings of the future user interface into a first prototype. The team of project and dossier managers continuously provided reality checks which made the process move ahead much faster.<br />
  12. 12. Outcome<br />In several follow-up projects on this easy-to-grasp tool for dossier managers, SD WORX continued to benefit from our services in human-centered design based on user input.<br />
  13. 13. Johan Van Maldeghem<br />jvm@namahn.com +32 477 43 99 64<br />

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