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Goal:
Transition a work stream dependent upon phone and letters for customer correspondence into digital engagement.
Problem:
Many departments and different staff types spanning several states, meant that scripts and templates varied across each work area. Changing a manual process into a digital workflow caused a lot of chaos and the UI build could not get started.
My contribution to the solution:
The architects could not begin building a UI for the staff because no one knew how to create requirements from 30+ required use cases.
I reviewed all the use cases and then documented every content element and goal of each message. I found common use case categories and common message purposes. From the commonalities, I sketched a message prototype based on what content elements could be standardized, dynamic and templated.
Result:
I was able to consolidate more than 30 templates (70+ when you include Spanish) that thousands of staff members would have to sift through each day into two main categories and within those categories, between five and seven templates each.