UC_case_management_presentation.pdf

Transcript

1. Making case management easier
2. Understanding someone’s situation, and where they’re at with their claim. Knowing about something critical that changes how you support someone.
3. Viewed a million times a day
4. Problem Content is poorly organised Actions are poorly labelled
6. Consequence Agents miss important things which has a negative impact on claimants
7. Consequence It just takes agents longer to do things
8. Consequence Agents have to spend time learning how to navigate the system
10. Consequence It’s hard to add new functionality 
 (like access to the payment statement)
11. Brief Re-design the claim overview so agents can find what they need more easily and quickly
12. Several iterations to get to the current design: • 3 rounds of card sorting • 5 rounds of usability testing • Live testing with 16 work coaches and 8 case managers
13. Live demo
14. First, try to make it work for everyone
15. CM WC Remote Face to face Different users, different needs
16. Remove the guess work
17. Notify Caseload Recent activity (7) 11 journal entries 5 payments of 39 6other actions
18. Preview Ruth Hopkins 24, self-employed – start-up I have appointment 26.07.2017 In Bromley-by-Bow at 1:30 pm Job f Journal entries Claimant Message Diane Wilson (2) 24, self-employed – start-up i need to find out when i will get help with paying my rent as my land saying it gone quiet high the amount on my rent account. i have give Continue reading
19. Cross reference Pinned notes Commitments have been completed and I have adivsed the claimant via her son (who attended the appointment also) that this must be accepted. Jo speaks and understands some English, however has communicated very little during appointments. I have restirct … Read more Unpin Delete Profile note 29 October at 13:16 by WC Adam Smith
20. Break information silos
21. Pin note Delete You CM CM DM CM CM CM Recent history History note Chased decision maker Advance payment request sent to CPS Earnings feed requested Confirmation received that earnings feed has been set up Advance payment request sent to CPS View statement for 12 April to 11 May Advance approved Payment Today 13:16 13 November 13 November 13 November 13 November 13 November 3 December 13:16 13:16 13:16 13:16 13:16 13:16 Pin note Delete WC Money Manager accepted. MAS leaflet and location of links explained. No PBS action required. Advance payments discussed. Claimant also considering claiming PIP Profile note 3 November 13:16
22. Provide a single source of truth
23. Contextual guidance
24. Be resource efficient
25. -20.87% 683,346 Reduce page loads 540,748
26. Don’t assume staff have better digital skills
27. For meaningful insight recreate the release experience
28. Be prepared to break some workarounds (and deal with the consequences)
29. Thanks