Research & UX Strategy
This project aimed to explore and define the requirements for a future Case Management System (CMS) designed for municipal social services. The goal was to understand existing workflows, pain points, and data exchange processes between users, local authorities, and government agencies.
Case Management System for a County Council
The first phase of the project focused on in-depth research and stakeholder alignment, ensuring that the upcoming CMS would be data-driven, user-centred, and aligned with regulatory requirements.
Challenges
1
Understanding Diverse Social Case Management Workflows
Different municipalities operated inconsistently, requiring a unified approach to data processing, user roles, and information transfer
2
Mapping Complex Stakeholder Interactions
The system had to bridge communication gaps between caseworkers, local authorities, and state-level organisations
3
Defining User Needs Without an Existing Digital System
Many processes were still paper-based or used legacy software, making it difficult to map ideal digital workflows without disrupting established practices
Process & Approach
Research & Stakeholder Interviews
Key Deliverables:
✔ Detailed research report mapping key workflows and interactions.
✔ Initial user personas representing different roles within the system.
✔ First hypotheses for system architecture and UX design.
- Conducted 12 in-depth interviews with social workers from multiple municipalities to understand their daily workflows, needs, and pain points.
- Mapped out data processing and transfer flows, identifying inefficiencies and opportunities for automation.
- Created user personas representing key system users, helping to define design priorities.
Key Deliverables:
✔ Detailed research report mapping key workflows and interactions.
✔ Initial user personas representing different roles within the system.
✔ First hypotheses for system architecture and UX design.
Data Analysis & System Proposal
• Structured all findings into a comprehensive UX research report for stakeholders.
• Outlined core functional requirements and potential technical constraints.
• Presented a strategic proposal for CMS development, including recommended features and system structure.
Key Deliverables:
✔ Stakeholder presentation and research summary.
✔ Commercial proposal outlining system development roadmap.
Results & Impact
✔ Created a foundational research framework for CMS development, ensuring that the system would address real user needs.
✔ Developed structured personas and workflows, providing clarity for future design and engineering teams.
✔ Informed business decision-making, leading to the approval of the next phase of development.
• Structured all findings into a comprehensive UX research report for stakeholders.
• Outlined core functional requirements and potential technical constraints.
• Presented a strategic proposal for CMS development, including recommended features and system structure.
Key Deliverables:
✔ Stakeholder presentation and research summary.
✔ Commercial proposal outlining system development roadmap.
Results & Impact
✔ Created a foundational research framework for CMS development, ensuring that the system would address real user needs.
✔ Developed structured personas and workflows, providing clarity for future design and engineering teams.
✔ Informed business decision-making, leading to the approval of the next phase of development.
Impact & Next Steps
This research phase successfully set the groundwork for a scalable, user-centred CMS, ensuring alignment with municipal and governmental processes while prioritising efficiency for social caseworkers.