Delivering quality experience to all users
ICE (Institution of Civil Engineers) are an organisation driven by improving their services and guidance to trainee engineers. ICE provide support and feedback on evidence submitted for levels needed to become a certified engineer. A process that usually requires 4 years to complete.
The process of becoming a certified Engineer involves several different user groups. Trainees, Mentors, MDOs and company administrators. Trainees are engineering students or employees training to become as certified engineer and will submit evidence to prove they have achieved a particular level of engineering. This evidence is then reviewed and assessed by a mentor.
“It was taking longer for trainees to become certified even though they may have achieved the technical level needed”
There are a variety of mentors available, SCEs are company mentors, DEs work independently. In order for the trainee’s evidence to be officially approved it must be reviewed by an MDO. Lastly company administrators typically employees who work in HR, may want to review the trainees progress with the goal to more staff becoming certified engineers.
Spotless was asked to develop a customer centric approach to redesigning the IPD portal for trainee’s mentors, MDOs and company administrators.
Understanding user pain points and barriers
Initially we hosted workshops to talk through their existing system and understand the business dependencies. We wanted to know how users currently experienced the site: where things were working well and where there were barriers.
Using insight from the ICE customer experience team, we mapped out the current user journey with pain points, opportunities and plus points. We then asked the team to imagine the ideal user journey without budget or time constraints and how this would differ to the existing processes.
Through this process we were able to isolate the areas that were high priority for the users and the business. We found that trainee’s interaction with the portal was high in the beginning but often tailored off later as their use became more infrequent. This meant that it was taking longer for trainees to become certified even though they may have achieved the technical level needed.
Utilising touchpoints to provide system feedback to users
The solution was to design a system that kept trainees engaged throughout the process. We used touchpoints as a mechanism, to communicate progress and achievement to show trainees they are reaching their goals to help them remain engaged.
“Working closely with all the team members enabled the team to challenge existing processes to enhance the digital service.”
Workshops, user journey mapping, co-design, discovery research, interviews
ICE sought to improve the user experience for trainees, mentors, MDOs, and company administrators involved in the process of becoming a certified engineer.
Identifying user pain points
Workshops and user journey mapping were used to identify pain points, opportunities, and areas for improvement in the existing system.
Enhancing user engagement
The redesign aimed to keep trainees engaged throughout the process by using touchpoints to communicate progress and achievements.
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