Mobile Working

Client

NZ Transport Agency

Key skills

• Shadowing

• User Types

• Journey Mapping

• Storyboards

The challenge

Develop a technology solution which would allow staff to be more efficient in their dealings with customers by reducing paper-based working wherever practicable.

The approach

The first step was to understand the current state environment for staff and their customers. This was achieved through shadowing staff as they went about their tasks in the office and out in the field and also through more in-depth interviews. We then communicated our findings to the project team using current state and future state journey maps and also visualised the future state of the technology solution using storyboards.

The outcome

Working closely with a Business Analyst throughout this process meant a robust outcome for the project team including the customer journey, future state visioning and business requirements for the solution.

Highlights

Getting behind the scenes of  vehicle compliance to understand the people involved and their challenges

Key collaborators

Jeetendra Panjabi - Business Analysis

Ethan Amundsen - Graphic Design