This is my final year capstone project where I worked with Design on Tap (DoT), a service design company. DoT works on multiple projects with multiple clients simultaneously and sometimes it becomes hard to communicate project status to all the stakeholders. This project encapsulates our journey of how we worked with DoT to increase the efficiency of communication between team and clients.
I worked with another designer, researcher, DoT founder Joel Smith, and client ops manager Angela Burns. I helped with data collection and analysis process and led interaction and visual design.
Aug 17 - April 18
Design on Tap works with different types of partner companies to help them with various projects. One of the challenges we faced was: how can we create a tool that is flexible enough to fit in DoT’s existing process? After deciding the essential tasks that users will need to perform, we studied DoT’s process and created a system architecture.
We interviewed the DoT team and their partners to see how they currently communicate, which helped us understand the problem better. From our research, we found out that we have three stakeholders.
Our data collection and analysis process involved lots of elements. Such as reading and analyzing remote transcripts, user interviews and analyzing those transcripts, making an affinity diagram to sort the insights, etc. We analyzed the reasons behind the user’s struggles, these insights helped us better in pinpointing the elements and focus on problem-solving.
Progress gets updated to partners via different channels, like emails, phone calls, target process, weekly meetings, etc. Visible progress is not tracked.
How might we track progress and add more context?
Partners lose track of the end goal when the project is ongoing and gets stuck on the granular problems, but the end of the project they evaluate DoT only if the outcome that they decided was completed on time.
How might we keep partners focus on the bigger picture?
Partners becoming blocker
Most of the time DoT needs few things from their partners to complete things on time and due to work overload, partners get late in unblocking the progress.
How might we remind partners of their to-do tasks?
System architecture and sitemap
One of the challenges we faced was, how we can utilize the existing process of DoT and create a tool which is flexible enough to fit in their process. So after deciding the essential tasks that users will need to perform, we studied DoT’s process and created a system architecture.
Sitemap for Partners
Sitemap for Account Managers
We started sketching a few solutions to address the problems we identified earlier through research. Most of the ideas we sketched didn’t make it to the final versions, but they surely helped us to reach that point.
Designs for Partners
When partner joins for the first time, how can we introduce them to DoT’s existing process and also to Mission Control?
We solved that problem using user onboarding.
Updates partners about all the ongoing stories to give them an overview about the progress. These details will be fetched from Target Process whenever a team member updates it, reducing the pain point of the account manager.
Designs for Account Manager
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