CASE STUDY

 An IT service experience that is transparent and responsive.

Redesign the IT service experience for state workers across 60 agencies.

Redesign the IT service experience for state workers across 60 agencies.

Redesign the IT service experience for state workers across 60 agencies.

Redesign the IT service experience for state workers across 60 agencies.

The Challenge

The Challenge

The Challenge

The Challenge

The Challenge

IT services at the state government level are complex. Thousands of government employees working for dozens of different agencies have a wide array of technology needs. From police officers to game wardens to DMV workers there are hundreds of thousands of devices out in the field and they all need to work to keep our cities up and running. BT Design Lab was brought in to help redesign the service experience of fixing a technology outage that might occur at any state agency.

Create new solutions that help build trust between citizens and first responders.

One of Motorola Solutions’ primary user groups is first responders that tirelessly serve our local communities. In order for these workers to be successful in their work, it is imperative to have a good working relationship with the community; a relationship that has in many ways been compromised.

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Research & Insights


Users in the middle are in the dark:


In the current state, when a computer crashes at the county clerk’s office, the agency’s IT specialist immediately picks up the phone and calls the “help desk”. The call is routed to a technician across the country who picks up the phone, listens to the issue, and submits a ticket for their claim. The problem is, the next day when the agency worker follows up with the agency IT department, the local workers are totally in the dark. We had one agency IT worker tell us “I feel embarrassed… like I’m not doing my job well when I can’t tell a co-worker what the down time is going to be on their computer”. There were so many layers to the IT service experience, too many people were being left in the dark. 

Lack of ownership caused outages to drag on:

When a technology outage occurs, the agency IT worker would make her best guess as to what state IT service tower is best suited to resolve the issue, and submit a ticket. After the ticket makes its way to the front of the line, often it would be passed to another service department, then passed again, and again. This is referred to as “ticket languishing” and happens all too often in a complex system like state IT services. We needed a way to assign ownership to each ticket so they didn’t get lost in the matrix of service towers.

Lack of ownership caused outages to drag on:

When a technology outage occurs, the agency IT worker would make her best guess as to what state IT service tower is best suited to resolve the issue, and submit a ticket. After the ticket makes its way to the front of the line, often it would be passed to another service department, then passed again, and again. This is referred to as “ticket languishing” and happens all too often in a complex system like state IT services. We needed a way to assign ownership to each ticket so they didn’t get lost in the matrix of service towers.
 

Different agencies require different levels of service:

When speaking to an agency worker in healthcare services, she told us, “On several occasions I have called in to report an outage to our IT service desk on a Friday and been told that our issue will be addressed first thing on Monday. That doesn’t work for us. Keeping our technology working is literally a matter of life and death.” The problem our team uncovered in many agencies is that the IT contractor didn’t know who was on the other end of the phone. We needed to design a way for help desk workers to quickly identify the agency they are serving and know the level of service needed as well as key information to jumpstart troubleshooting.

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Our Solution

Our team worked side by side with over 100 government workers at the state, city and agency level thorough a series of 4 co-design workshops. The result was a tailored, transparent, end-to-end service experience that works for all 60 state agencies. Our new service design resulted in the creation of new software solutions,  service processes, and service positions that have revolutionized this state government IT service experience today.

Our Solution

Our team worked side by side with over 100 government workers at the state, city and agency level and created a service experience for all 60 state agencies that was tailored and transparent. Our service design resulted in the creation of four new software solutions, two new processes, and two new service roles. 

Our Solution

Our team worked side by side with over 100 government workers at the state, city and agency level and created a service experience for all 60 state agencies that was tailored and transparent. Our service design resulted in the creation of four new software solutions, two new processes, and two new service roles. 

Future State Storyboard

A critical step in designing the future state service experience was to visualize it with a storyborad. This master storyboard became the backbone of our service design and led to development of new software features, staff training, and business processes. Being able to visualize the future state even with crude drawings was critical in engaging a diverse group of agnecy workers in the design process. A picture is worth a thousand words.

UX Prototypes

Simplistic UX prototypes helped break the client out of the mindset and restrictions of their current software solution.  Widgets such as the outage tracker were created to bring more visibility to the IT service experience. If we get up to the minute updates on our pizza delivery, shouldn't we have that service for technology critical to keeping state agencies operational? These prototypes were used as guidelines when building out our Service Now software solution.

The Right Visibility

Our final software implementation gave the right people the right level of visibility. Rather than being kept in the dark, IT service managers are now able to track outage status and help their state agency find the right work-around until everything was back online.
final protos-09

Navigating Urgency

Different state agencies require different levels of service. When a technology outage is literally a matter of life and death, it's important for the help desk to realize that as quickly as possible. By creating personalized agency profiles, we are able to help IT service providers quickly identify who is on the other end of the line and give them the service response they need. 
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Owning the Outage

In a complex system, it's all too easy to "pass the buck" when a problem occurs. Rather than allowing incidents to be passed around the system, we designed a new resolution process of assigning an incident owner to an outage until the issue is fully resolved. By attaching a person to an outage, we incentivize the resolution team to take responsibility for problems occuring in the system and wrestle them to the ground.
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Scope of Work

DISCOVERY RESEARCH
Stakeholder Interviews
System Analysis
Psychographic Mapping
SERVICE DESIGN
Future State Journeymap
Service Blueprint Architecture
Experience Strategy
Process Redesign
INTERFACE DESIGN
Wire Framing
Information Architecture
Wireframing and Prototyping

"The future state storyboard and solution concepts we prototyped were outstanding and received rave reviews from our client. In addition, Bryan is a pleasure to work with and is a person of integrity." 

"The future state storyboard and solution concepts we prototyped were outstanding and received rave reviews from our client. In addition, Bryan is a pleasure to work with and is a person of integrity." 

RANDY REAGAN / SAIC ENTERPRISE ARCHITECT

some of our other work

Reimagining IT ServicesState Government IT Department

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