Front Door Assessment and Redesign
Assess the current project intake system for library IT
User research methodology, qualitative analysis, quantitative analysis, iterative development
Qualtrics, Google Apps, Co-design workshops, Dedoose
Duration + type:
August 2016 through June 2017; internal assessment
The initial project intake process (The Front Door) was created to ensure transparency about which projects were accepted for development by the library IT department. After over a year in action, assessment was needed to determine what steps to take in redesigning the process.
We conducted user interviews and distributed a survey participants to identify users’ current pain points with the process. From these findings we are now in the process of redesigning the project intake system for the next iteration.
We wrote an all-staff survey (16% response rate) with different questions based on a user’s home division and prior experience with the project intake process. During this time we asked users for feedback on the impact of the process, rather than the mechanics behind it.
At the same time as the survey, we scheduled and conducted 7 in-person conversations with 31 participants across key user groups to get a better sense of the process’ effect.
We identified common pain points in the process from the assessment phase user data. We compiled these in a report for the Library Information Technology leadership. These findings are now guiding our redesign plans.
The full redesign will hopefully encompass:
Communication strategies based on user role including a reorganization of the Trello boards
New back-end roles, responsibilities, and training
Co-design sessions with different user groups
New service value propositions, goals, and objectives
Updated timeline for project vetting
Redefinition of the types of projects that enter the process