To get a better grasp of the groupings of epics, features and stories for R1, it became necessarily to take a more holistic view and reorder the groupings from a front-end UX perspective. As part of this initial reordering and analysis, a high-level process map was created in collaboration with SME's, BA's and the product owner. The accumulation of this analysis ended in the prioritisation of stories to target for sprint 1.
One-on-One User Interviews & System Usability
A step on from the interview methods used during the foundation phase of the DCP – R1 one-on-one interviews also included a system usability scoring (SUS) matrix. This matrix enabled the gathering of metrics on users attitude towards current application features and characteristics. The outcome of this study showed a negative attitude towards certain features of existing applications. This helped us to prioritise what to target to have the greatest user impact.
Experience Mapping & Personas
User group workshops were organised to iron out the end-to-end experience of lodgement review – the focus for R1. Two groups of 5–6 users participated in the workshops, defining the stages and outlining the tasks at each stage of the process along with actions, thoughts & feelings, needs, touch-points, pain points and areas of opportunity. Personas were also defined during these sessions. Both the map and personas helped to guide the entire team, building user empathy amongst strategists, architects, designers and developers alike.
Process Mapping & Current State Journeys
Further workshops and one-on-ones with users and SME's were conducted to get down into the details of each process and map current journeys. This was key to understand how each task is completed, click by click within the applications as well as activities undertaken in the physical world. This analysis helped to identify more technical pain points that were not identified earlier on.
User Flows & Lo-Fi Wireframing
During co-design sessions with users, lo-fi 'desired' user journeys and sketches were collated. These lo-fi's were quickly mocked up by a UX designer then taken back to the user groups and iterated on again. This process was repeated in each sprint throughout the duration of R1.
Prototype Development & User Testing
As well as lo-fi's, high-fidelity interactive prototypes built with Sketch and InVision were also put through there paces in more formal user testing sessions. As the courts registries are nation wide, a number of testing sessions had to be held remotely. Tools such as lookback.io were crucial in the gathering of metrics from these sessions.
Throughout the wireframing and prototyping stages of the sprint, UI developers were also closely consulted to make sure all the suggested UI's were feasible in development. UI developers also helped to build and maintain the patterns libraries for R1, customising components with the help of UX designer input.
PO Sign-Off & User Story Management
The final step in each sprint for UX once a feature had been through various rounds of testing was to gain product owner sign off and document the UI element against the associated user story. User stories were managed in Visual Studio Team Services (VSTS) and it was up to the allocated UX designer to make sure the UI for that story was attached and up-to-date.