Servidom
Domiserve used Servidom to manage service requests for several organisations, including Agirc-Arrco. Although the requests were much the same in nature, processing them in the tool could look very different depending on the organisation.
Over time, specific requirements and successive fixes had added different steps and behaviours. Some employees specialised in one workflow, even though the underlying task was similar. The challenge was to find a common way of handling requests while allowing for differences that still mattered.
My contribution
UX audit · User interviews · Workflow design · Prototyping
The team
Sole product designer
Year
2022
Comparing the existing workflows
I started with a UX audit and employee interviews to understand how requests were processed for each organisation. I looked at the steps shared across workflows and the differences that had accumulated as the platform evolved.
Finding a common structure
I mapped the journeys to distinguish steps that genuinely needed to vary from those doing the same job in different ways. That helped me rethink the screens and actions around processing a request, rather than following the structure of each legacy workflow.
Reorganising the information
Employees still needed access to the details required to manage each case. I worked on the hierarchy and grouping of information to make the next steps easier to follow without removing useful data.
Testing the proposal against real cases
I designed high-fidelity screens and interactive prototypes for common tasks and exceptions. Reviews with project stakeholders helped refine the proposal before handoff.
Outcome
I delivered a UX audit, maps of the different service workflows and high-fidelity interactive prototypes.
The redesign proposal brought these diverging journeys closer to a shared structure, with room for organisation-specific requirements. My involvement ended with the delivery of the design work.