Guardian — a future-state vision for case management
Client: Arizona Department of Child Safety
Role: UX Design Lead and Enterprise Design Thinking Coach
Intent
Arizona Department of Child Safety and IBM partnered to create a future vision for their case management system, Guardian. The Guardian system was first put into production in February 2021 and is used to manage the critical information and processes of the AZ DCS in providing services to children in care and supports several key operational areas within the Department. The Guardian system is considered mission-critical and must be available to users 24 hours per day, 7 days per week.
Impact
In 6 weeks, our team delivered a comprehensive vision blueprint including all deliverables: three user journey narratives with six personas, 30+ high-fidelity screens, eight big idea themes with 25+ prioritized ideas, a detailed tracker of 40+ user pain points, 75+ capabilities, and compiled research findings and insights from discovery to validation.
With the implementation of this future-state vision, we estimate a:
50% decrease in human error
40% decrease in clicks
35% decrease in time to complete a task
75% increase in data integrity
80% increase in employee morale.
Our design thinking process:
We conducted initial, discovery research to identify our users, their pain points and goals, and key golden thread scenarios to solve. From this research, we developed personas and three As-Is journey maps. We facilitated a two-day workshop, where we validated our personas and as-is maps, ideated and prioritized big ideas, and created future, to-be experiences.
Collaborating to create the future vision:
Working in a cross-disciplinary team, we collaborated weekly with the AZ DCS team to further push and validate the ideas, concepts, and designs. We designed and delivered three future-state journey maps to visualize the end-to-end experience for each of our personas and a clickable journey of conceptual visual designs and narrative.
User validation and final delivery:
We conducted a round of user sessions to further validate our designs and vision and delivered a final blueprint of documentation, designs, and outputs of our engagement.
