Danske Bank HELP Universe Process and methods Intranätverk 2016 Malmö 29 September 2016 “What's presented looks so simple that you know a ton of user- centered design had to be thrown at it” Intranet Innovation Awards 2015
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Danske Bank HELP UniverseProcess and methodsIntranätverk 2016Malmö29 September 2016
“What's presented looks so simple that you
know a ton of user-centered design had to
be thrown at it”Intranet Innovation Awards 2015
11
Time for a change…
Users
Helpdesk
Why try to help myself –it’s impossible to find
anything…
Users are lazy!
… they report the same errors againand again– and we answer the same thing again and again… - Why don’t they learn…?!?!
…they choose the wrong form all the time and waste our time…
– so we have to move all the cases around so they land in the right
team in Helpdesk
Helpdesk…!It’s a complete joke,
messy and very inefficient!
22
• Users send fewer error reports- especially for known issues
• Users help themselves more – and feel good about doing it!
• Users feel in control with their own error report process
Our objectives…
Success requires a change of user
behavior!
Success requires new user-centric approach
in the helpdesk.
• A helpdesk that knows and acts as if:
- users don’t know how the Helpdesk is organized, and they are not supposed to know
- users don’t know helpdesk ‘lingo’ and they are not supposed to know
33
Card sorting – how the users see the world
BusCar
Apple
Milk
BreadTrain
1
Let users talk about a set of labelled cards
2
Users sort the cards
Apple
Train
Bread
Bus
Milk
Car
Gr. 1 Gr. 2
Users put category name on groups of cards
Apple
Train
Bread
Bus
Milk
Car
Food Vehicles
3
• How do users understand or interpret the labels?
• Is the label the right one?• Language issues?
• Where do users see the same system and where do they not agree?
• Something we have missed?
Which groups and names are intuitive for most users?
Lad også afsender sortere kort
– en øjenåbner
44
Test #1 Improveprototype Test # 2 Improve
prototype Test# 3 Improveprototype Launch
Think-aloud test – is this working?Card sorting was done by Danish employees- but the system will also be used by employees in other countries…
• How would users understand categories found in Denmark?• How should the user interface look like?
First-short prototype was tested in Belfast and Helsinki…
Hmm…
Ireland Finland Project teamProject team
55
Result: Categories based on card sorting and UX test
66
ObjectiveUsers report less errors. Especially
when known issues.
Send error report
77
ObjectiveUsers send fewer
error reports
Send error reportStarting point
88
ObjectiveUsers help
themselves more –and feel good about
the process.
Send report Starting point
99
ObjectiveUsers feel in control with their own error
process.
Starting point
The user can:
• Ask for update on a case• Add more info – screen
image• Re-open the case if
problem is not solved• Close the case
1010
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
ROI – 3.000 fewer reports monthly
2013 2014 2015LAUNCH
Yearly savings
3 mio DKKPay-back time two
years
1111
Users’ behavior has changed
Self-help35%
Reporting65%
Self-help ratio
9
11
Before After
Processing time at Helpdesk
(min. pr. report)SOP
FAQKnown issues
Potential solution
Video
1212
Include yourcustomer in the team
• Let customer be a part of card sorting, UX test –better understanding and alignment
• Let customer do work in the project team on an equal basis – better communication and collaboration on problems.
Include your developers
• Hands off the keyboard –join UX workshops with users and customer.
• Developers with user insights do better development.
Involve users early
• Stop endless discussions in the project team by asking the users early on.
• Spend more time on analysis and test (UX) –better quality, better ROI
What did we learn
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