USABILITY FOR WORKFLOW  |  Case study with Criminal Justice Network

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Situation

 
 
 

My Role

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

  • Axure, QuickTime

  • Stakeholder interview

  • Contextual inquiry & protocol

  • Cognitive walkthrough

  • Task and site analysis

  • Protocol for contextual inquiry

  • Wireframes

  • Interactive prototype

  • Usability testing


Process

 

Stakeholder interview

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.


Solution

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.


Design rationale

Current Agency Workload page

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Proposed Agency Workload page

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  • 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


View demo video of prototype