THE CHALLENGE
Our development team has been in communication with the Help desk team at the British Red Cross trying to refine the requirements for their new Help desk portal. Between two technical team I needed to introduce the user requirements into the conversation.
MY APPROACH
I have facilitated a series of user workshops, mapping the user journey and pain points. During the workshop the came up with an empathy map, which was very useful later in the process.
On the back of the user research my team and I were able to put together a prototype and start the cycle of fast iterations before we moved to development and implementation.
EMPATHY MAP
User workshop focusing on the pain points along the user journey.
USER JOURNEY
Outlines interaction with the system and highlights blockers.
WIREFRAMES
Highlighting issues with the functionality of the portal for the customer to consider.
THE OUTCOMES
The technical requirements for the The British Cross IT help desk were balanced by the user needs, shifting the focus of the project.
