Digitalising field inspectors journey to improve data transfer and data quality for a public sector organisation.
My role in this project
Service Design Lead
-
Responsible for workshop facilitation and strategic direction
-
Lead the development of problem statement, design vision and goals.
-
Created customer journey maps based on research insights.
Context
Within the Animal & Plant Health Agency of the Department of Environment and Rural Affair of the UK government, field inspectors need to collect data, which is currently done on paper, causing inefficiencies.
Approach
The approach included primary research with
-
243 survey respondents
-
19 user interviews
-
5 observational studies.
The research results were mapped through one customer journey across personas and 3 as-is tube maps to acknowledge the differences and similarities among personas and to showcase granularity and exceptions. A Service Design Vision was also created with relevant stakeholders.
Problem
As the process of collecting in-field data is largely paper-based, it causes a duplication of effort for inspectors and inefficiencies for other APHA staff. We need to enhance the way data is collected and reported in the field to improve the effectiveness of inspections as well as the quality of the data itself.
Outcome
As-Is journey map: provides a general perspective of steps, touchpoints, pain points and needs of the users in pre-inspection, inspection, post inspection. The extensive variety of visit types (100+) and the diverse pool of inspectors, made mapping the journey very challenging.
As-Is Tube maps: to complement the role of the main As-Is journey, three tube maps have been created to acknowledge differences and similarities among personas and showcase exceptions.
As-Is journey map
As-Is tube maps
