USABILITY FOR WORKFLOW | Case study with Criminal Justice Network
CJN creates software used by 25% of Minnesota law enforcement.
Due to legal policies on data retention and privacy, the work process between two CJN applications had become disjointed.
The project assessed a backlog of user requests and uncovered pain points to present design solutions in a report and prototype.
Stakeholder interview, contextual inquiry with users
Site and task analysis to understand architecture
Co-creation workshop to connect design to tasks
Recommendations report and prototype demonstrating design recommendations
Partner | Criminal Justice Network
Tools & Methods
Contextual inquiry & protocol
Task and site analysis
Protocol for contextual inquiry
The development team did a walkthrough of the applications:
CJN's legal stakeholders require limited data sharing between eForms and Case Management
Recommended focusing improvements on the Agency Workload page in Case Management
Cognitive walkthrough and interview
Officers talked about their work and demonstrated how they use the application:
They were frustrated by the structural division between eForms and Case Management.
They wanted a big picture view of their staff's workload with the ability to easily drill down. One of the officers created a spreadsheet outside the Case Management for this purpose.
Co-design based on paper wireframes
Officers participated in the design process by selecting content needed for a redesign of the Agency Workload page from the information available in CJN's data-rich system.
User testing with interactive prototype
Officers participated in testing with an Axure prototype based on the feedback they provided during the previous session.
Case Management and eForms cannot be fully integrated. Findings pointed to the need for targeted fixes to micro-interactions and creating links between the applications while working within structural these constraints.
The proposed design includes a workaround for this issue and simple fixes leveraging CJN's strengths to relieve pain points in tracking and assigning work.
Current Agency Workload page
Proposed Agency Workload page
Officers didn't see controls for sorting the list
List of detectives and number of cases without further information
Cases and tasks in two separate lists
No link to case report details
Moved sorting buttons to top
Added cases for each detective along with data selected by officers
Merged cases and tasks in an appropriate hierarchy under each detective to allow for drilling down
Added "Report Details" link to eForms for each case