Contextual+Inquiry+And+Design+ +Washtenaw+County+Help+Desk


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  • Contextual+Inquiry+And+Design+ +Washtenaw+County+Help+Desk

    1. 1. Contextual Inquiry & Design: Washtenaw County Help Desk SI 501 High Fives       Heather Backman Niki Calderone Nan Chen Yang Liu Amanda Nichols SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN
    2. 2. Washtenaw County Help Desk: An Introduction <ul><ul><li>&quot;One-stop shop&quot; for County employees and the general public </li></ul></ul><ul><ul><li>Small staff but heavy responsibilities include: </li></ul></ul><ul><ul><ul><li>Responding to phone and electronic inquiries from internal and external customers </li></ul></ul></ul><ul><ul><ul><ul><li>Deal with a wide variety of questions/issues </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Interact with various departments </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Use Tririga to submit tickets and track internal issues and resolution </li></ul></ul></ul></ul><ul><ul><ul><li>Performing basic IT support tasks </li></ul></ul></ul>SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN
    3. 3. Project Scope and Focus &quot;We are in desperate need of our processes analyzed and this information organized so the learning curve for new hires is not 6 months, but the information is consistent, organized, updated and easily accessible to the new hires, hopefully resulting in fewer mistakes and an easier transition to our department.&quot; &quot;There is currently no consistent dissemination of information.&quot;   -Judy Gardner, Help Desk Supervisor SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN
    4. 4. Project Scope and Focus (cont.) <ul><li>After examining the training process, several other issues came into focus: </li></ul><ul><ul><li>Once employees are &quot;trained,&quot; how do they learn new knowledge and employ new and changing information? </li></ul></ul><ul><ul><li>What resources do employees use to respond to inquiries or issues? </li></ul></ul><ul><ul><ul><li>What resources would employees like to use? </li></ul></ul></ul><ul><ul><li>How do employees effectively perform the day-to-day Help Desk operations while under increasing pressure to take on more responsibility? </li></ul></ul><ul><ul><ul><li>i.e., IT-related support tasks </li></ul></ul></ul>SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN
    5. 5. Data Collection <ul><ul><li>Face-to-face interviews with Help Desk: </li></ul></ul><ul><ul><ul><li>Supervisor </li></ul></ul></ul><ul><ul><ul><li>Lead employee </li></ul></ul></ul><ul><ul><ul><li>Associate employee </li></ul></ul></ul><ul><ul><ul><li>Former temporary employee </li></ul></ul></ul><ul><ul><li>Interview interpretation sessions - 1-2 hours </li></ul></ul>SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN Two observation sessions conducted to supplement interview data Compilation of interview interpretation notes into a broader context known as an &quot;affinity wall&quot;
    6. 6. Data Collection (cont.) SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN Creation of models with detailed information on: Hiring/Training Information Flow Responding to Phone Calls Physical Workspace Social and Cultural Interactions
    7. 7. Important Findings, Recommendations, and Expected Benefits SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN
    8. 8. Important Finding: Work Environment SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN <ul><li>There is a positive and supportive work environment at the Help Desk.  Staff maintain friendly and open lines of communication with each other.  </li></ul><ul><li>  </li></ul><ul><ul><li>Help Desk employees were “cool” and it “seems like there’s a lot of drama in other departments.” U04 </li></ul></ul><ul><ul><li>&quot;At the end of the day we're all trying to do the same thing... You don't throw fellow employees out to the wolves.&quot; U02 </li></ul></ul>
    9. 9. Recommendation: Work Environment Keep up the good work, and make sure the atmosphere remains friendly and open.
    10. 10. Important Findings: Training Pressures <ul><li>Training is high-pressure, because there is a large amount of information new employees immediately need to learn.  New hires generally do not seem to learn this information as quickly as desired. </li></ul><ul><ul><li>Need to learn how to: </li></ul></ul><ul><ul><ul><li>Answer/transfer calls </li></ul></ul></ul><ul><ul><ul><li>Create &quot;tickets&quot; in Tririga </li></ul></ul></ul><ul><ul><ul><li>Deal with internal/external questions </li></ul></ul></ul><ul><ul><li>“ I was thrown into the fire” and had no formal training. U04 </li></ul></ul><ul><ul><li>For the average person, it would take 4-6 months to learn things really well on the job. U02 </li></ul></ul>SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN
    11. 11. Recommendations: Training Pressures <ul><li>Short Term: </li></ul><ul><ul><li>Assess new hire aptitude when training begins </li></ul></ul><ul><ul><ul><li>Be aware of what the employee already knows and what s/he needs to learn so as to maximize training efficiency </li></ul></ul></ul><ul><li>Long Term: </li></ul><ul><ul><li>Create formal, step-by-step training material, including information on even the most basic tasks </li></ul></ul><ul><ul><ul><li>Offer standard training &quot;modules&quot; that can be tailored to different types of learners </li></ul></ul></ul><ul><li>Expected Benefits </li></ul><ul><ul><li>More effective use of limited time </li></ul></ul><ul><ul><ul><li>For both trainer and trainee </li></ul></ul></ul><ul><ul><li>More knowledge retention for new hires </li></ul></ul><ul><ul><li>Ability to &quot;re-do&quot; or review parts of the training process when knowledge is lacking </li></ul></ul><ul><li>  </li></ul>SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN
    12. 12. Important Findings: Knowledge Gap SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN Within the Help Desk staff, there is a knowledge gap, particularly when using Tririga and accessing information on county-wide resources.  There is no real system for sharing knowledge between employees. <ul><ul><li>&quot;No books, no anything&quot; to help employees answer technical questions. U02   </li></ul></ul><ul><ul><li>“ It amazed me that nothing is written down here.” U03 </li></ul></ul><ul><ul><li>U04 would like to have resources that better explain how to use Tririga, information on the most common calls, and “specifically where certain calls will go&quot; within the computing system.  </li></ul></ul><ul><ul><li>Supervisor tried to start a “knowledge base” and hired someone to create this, but it never happened </li></ul></ul>
    13. 13. Recommendations: Knowledge Gap <ul><ul><li>Create an electronic and easily-updatable resource containing all of the necessary information needed to answer questions at the Help Desk  </li></ul></ul><ul><ul><li>Create a shared document containing </li></ul></ul><ul><ul><ul><li>Questions/problems addressed in external calls </li></ul></ul></ul><ul><ul><ul><li>Steps taken to resolve the issue  </li></ul></ul></ul><ul><li>Both recommendations can be done in the short-term and as a long-term project. </li></ul><ul><li>Expected Benefits </li></ul><ul><ul><li>Increased employee knowledge and more &quot;quick fixes&quot; for callers </li></ul></ul><ul><ul><li>More effective and efficient use of employee time at Help Desk </li></ul></ul><ul><ul><li>Better record of commonly-asked questions and appropriate resolutions  </li></ul></ul><ul><li>  </li></ul>SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN
    14. 14. In Conclusion... <ul><ul><li>Maintain the open and friendly atmosphere </li></ul></ul><ul><ul><li>Make training material and knowledge resource creation a priority </li></ul></ul><ul><ul><ul><li>Systematizing and standardizing information will assist in delivering effective customer service  </li></ul></ul></ul><ul><ul><li>Recognize and work to address the fact that training is high pressure </li></ul></ul><ul><ul><ul><li>Consider varying learning styles when creating training material </li></ul></ul></ul><ul><ul><li>Consider what roles the Help Desk currently performs that are not within their scope </li></ul></ul>SCHOOL OF INFORMATION UNIVERSITY OF MICHIGAN