The Approach

SKILLS
  • User Research
  • Storyboarding
  • Usability Testing
  • Design Sprints
TOOLS
  • MURAL
  • Trello
  • Nuclino

User interviews

 

21

Staff were interviewed

222

Defining quotes were captured
These insights were tracked using Trello. They helped to identify opportunities and threats facing ICLR internally and to understand how open and willing ICLR staff were to new ways of working.
notion image
 

Establishing the 'design team'

I established a small group of several people with different roles from across the organisation. They committed to 1.5 hr sessions, every fortnight for several weeks. They had no prior service design experience.
 

1st session

Problem framing and picking our target
We ran a session to explore the most potentially impactful problems for ICLR using an impact/effort matrix. We decided to focus on improving how information is communicated in the organisation through dot voting.
 

2nd session

Ideation
We then generated a series of ideas, related to this problem space. Participants developed scenarios with solutions and presented these to the group.
  1. Where does Larry the Law Reporter go when he has a problem?
  1. How can styling changes trickle down to the reporters better?
  1. Addressing the time lag between problems identified and sign-off by ExComm
  1. HR - who is here?
  1. Up-to-date list of judges clerks
  1. New joiners don’t know who is who
Aspects of these problems were discussed and themes were identified. We decided as a group that improving knowledge management related to reporting (stylistic changes and processes), was going to be most impactful.
 

3rd session

Decide
We ran a storyboarding session and determined that the key parts of the narrative were:
Editor spots a mistake
  1. Editor can highlight relevant section in KMS
  1. Notification to members
  1. Learning (doesn’t make the mistake again)
Reporter has a new query
  1. Reporter access KMS
  1. Reporter can’t find answer
  1. Reporter alerts editor
  1. Editor makes decision and decision is made visible to all
Reporter needs to check
  1. Reporter access KMS
  1. Reporter searches
  1. Reporter is provided with rule and accompanying examples
Reporter has a question
  1. Reporter access KMS
  1. Reporter goes to FAQ
  1. Finds editorial memos (links to relevant content)
  1. Reporter is provided with rule and accompanying examples
 
The intended result for all scenarios was that the Reporter finishes the report faster, and information can be accessed by others at a later stage.
 

4th session

What does success look like?
We spent the next session getting clear on the intended benefits and how we would test that the solution was meeting its objectives.
 
Objectives:
1) Improved circulation and curation of knowledge
2) Improved trust in teams and processes
3) More elegant onboarding for new starters
4) Reporters finish reports faster
5) Rules are accompanied with examples/editorial memos
6) Reporters don’t repeat mistakes
 
Tasks to do:
  1. Search key terms
  1. Makes comments to permanent content
  1. Add FAQ
 
Adoption & Retention:
  • They say they will do it again
  • They use it for the majority of marginal cases
 
Satisfaction (they agree to the following):
  • This is future proof
  • I’d use this instead of a style guide
  • I don’t hate it
  • Looks like it will do what I want it to do
  • Looks official
 

Between sessions

Prototyping
Between sessions, I tried several no-code platforms and decided to use Nuclino, on the basis of what we had discussed in previous sessions.
I then developed the prototype by using the existing Style Guide (PDF) and a couple of different staff member's notes (that were scribbled on their hard-copy version of the Style Guide!).
I also added to the FAQs some of the questions I had come across during the interviews.
 

5th session

Test & Analyse
notion image
We ran tests with several members of staff who had a range of digital skills. We analysed their feedback (see diagram).

The Results

We introduced Working Groups as a way to solve issues regarding communication and engagement across the organisation. Each Working Group met once a fortnight, consisted of 5 people from across the organisation and had three main objectives: understand, decide, evaluate.
During this working group, we designed and developed a working prototype of a Knowledge Management System (using Nuclino), which was tested on team members.
Following the design sprint, the team developed content for the KMS.
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