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NICE

Enhancing the digital workplace experience

Description

Client Brief | 3 months | A User Research Case Study  

Scope

Optimizing the transition of NICE staff into Microsoft Teams (MS Teams)

overview

The client

NICE, an executive body under the Department of Health and Social Care in England, sought to enhance its digital workspace by leveraging MS Teams for internal staff and external contractors.

Introduction

This is a case study involving a healthcare organization, referred to as "NICE," and a technology consultancy, referred to as "Civica," focused on optimizing the transition of NICE staff into Microsoft Teams (MS Teams). The aim is to improve productivity, streamline work tasks, and enhance the digital workplace experience. The project involves insights gathered by a User Researcher, referred to as "UR," over a span of three months.

Key research methods & deliverables

A number of deliverables were required for the project, including:

 

Engagement plan | Personas and Scenarios | Usability Testing | User journey map| Key insight report |User interviews | Affinity Mapping | Facilitator workshops with stakeholders | Presentation to the client |

Tools

Miro, DevOps, Google Slides, MS Teams 

The brief

The primary goals:

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  • Creating an understanding of the new services in the digital workplace to communicate to NICE users when onboarding on MS teams

  • Maximizing the work productivity and time-efficiency for the work task for NICE users

  • Discover any issues that might prevent work productivity and create recommendations to mitigate them.

  • Building a journey for the future users

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The secondary goals:

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  • Ensuring accessibility and inclusivity in the service for all staff members

  • Support on communication and engagement for the transition to the digital workplace

My role

The UR was engaged for three months to conduct user interviews, analyze data, identify pain points, and facilitate usability and accessibility testing. Their responsibilities included:

  • Collecting insights through user interviews on current interactions with services.

  • Analyzing interview results and creating affinity maps to highlight key findings.

  • Defining pain points and envisioning service improvements.

  • Conducting usability and accessibility testing sessions.

  • Contributing to crafting user journeys for future users.

Research objectives

Solution

The research aimed to achieve several goals:

  • Establishing a business change plan and rollout strategy.

  • Formulating training plans based on staff learning needs.

  • Developing communication plans for effective adoption.

  • Ensuring accessibility and inclusivity.

  • Analyzing staff members' ways of working.

  • Identifying challenges and training needs.

  • Gathering insights into digital accessibility requirements.

Discover

I started the project by understanding our client — NICE — by receiving a full brief. The project was going on for 9 months before my onboarding. A part of my onboarding included being set up on the NICE MS Teams platform. Getting access to their training space and being introduced to the project manager, delivery manager and the Change team of NICE handling the communication and engagement to the new service users.

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To get overall results, I will focus on the following:

  • Increasing usability

  • Providing insights and recommendations on the current ways of working to implement improvements into training for new service users

  • Providing the internal team with recommendations on how to engage with the new service user to communicate about users issues and concerns

  • Increasing accessibility

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