Granicus | Public Records Requests
Role: UX lead | Granicus Product organization
Responsibility: Engaged in extensive ideation and generative user research to re-imagine and simplify the process for public records officers to complete records requests
Background:
- Goal: Develop prioritized roadmap initiatives for improving user experience with product
- Received consistent user feedback that the product is great..once you get used to it
- We want to understand the challenges that make the product unintuitive to users and work toward resolving those problems
- Product: Public records request processing software
- Users: Public Record Officers
Process
Double diamond framework: I completed the entire double diamond process highlighted in purple. I handed off to designer to build, deliver, and validate individual concepts (blue section)
Discover
- Connect with cross functional team for ramping up on product
- Review findings from previous UX research conducted by external agency:
- User interviews
- User journey map
Define: Synthesis and Hypothesis
- From all of the data discovered in the previous phase, I came up with a hypothesis: ‘what if request processing followed a similar framework and used the best practices of project management software?’
Ideation and Research: Round 1
- Developed this hypothesis into several concepts introduced throughout the user journey of processing a public record request
- Used a storyboard scenario testing methodology to present these concepts to users and get feedback on what concepts would improve their experience
- Most of the concepts presented to users received positive feedback. Used analysis on frequency and strength of feedback to create insights and deliver a compelling story on the top concepts and how they would benefit users
Back to Discovery
- The first round of research was informative in defining the impact of the top auxiliary concepts added to the existing user journey of request processing, but there needed to be additional research to determine if a new workflow would better support users’ journey to complete their tasks
Define: Stakeholder Workshop
- Designed and planned a stakeholder workshop to align stakeholders on the problems we are working to solve through this work and host collaborative brainstorming sessions to come up with solution ideas to test with users
Ideation and Research: Round 2
- Conducted A/B Storyboard Scenario test to present users with a content-based request module and a progress-based request module to see which they would prefer in their own processes
Insights and Roadmap
- Created prioritized roadmap from insights gathered through the two rounds of user research
Conclusion
Through this process, I delivered a prioritized queue of UX roadmap items that will inform years of concepts that will benefit the user experience working in the product. I also identified the highest impact concept to users and made the recommendation that this concept be included in the upcoming year’s roadmap. This concept will be handed off to a product designer to determine how to best implement this concept with the cross functional team.
Project Team:
Manager: Amy Breitkreutz
Research Partner: Peyton Westman
Product Designer: Talia Roth
Director of Product Management: Jann Curtis
Product Manager: Dan Huizinga
Workshop Participants: AJ Warzecha, Dan Huizinga, Jaymee O’Grady, Julie Proffitt, Shivam Patel