In direct response to user needs and requirements, we set out to tackle the complexity and stumbling blocks in search of simplification on the way to optimal user experiences. By mapping a clear user journey for each of the many scenarios that might face a stakeholder, we understood that “our” 5-point definition of “usability” would apply to designed solutions:
- Effectiveness – ensuring users can complete their goals with a high degree of accuracy
- Efficiency – in a word – speed. How fast can the user get the job done?
- Engagement – when the user finds the product pleasant and gratifying to use
- Error Tolerance – ensuring that users can easily recover from an error and get back to the task at hand
- Ease of Learning – the extent to which steps become second nature when they use it for the first time and every time after that
Using wireframes and journey maps, we devised simple, logical, step-by-step processes that would allow both families and social workers to apply, secure and manage funding, without having to disentangle the red tape themselves. The many convoluted paths to funding became a single, straight road.