Westminster & Tigerspike:Mobile working pilot April 2014

Q & A

Unlock the Power of Personal Media

Agenda

About WCC

About Tigerspike

Why we did the Mobile Working Pilot Research Phase?

The Approach

The Outcome

SAN FRANCISCO

LONDON

SYDNEY

MELBOURNE

SINGAPORE

DUBAI

NEW YORK

Global experienceover 10+ years

ConsultingUser experienceUser interface

Multi-platform development

Licensing Support

Pure design & UX agencies

Pure technology firms

Software development& user experience

5

About WCC& Mobile Working

6

Why the Research Phase?

• Fully understand the challenges facing

WCC ASC Teams in mobile environments

• Design Mobile Software to solve real

business problems, not just a new shiny toy

• Following Tigerspike trusted Kallide process

ensure we have a solid understanding of

Users, Context, Technology and Strategy

with which to launch project development

phase.

User shadowing: Mobile Experience Map

Pain points:- I can’t access my work

email when working offsite

- I can’t access Frameworki when working off site

- I can’t check my calendar when working off site

- I can’t share services information with the clients

- I can’t access contact numbers from other services

8am 9am 10am 11am 12pm 1pm 2pm 3pm 4pm 5pm

Read news online

Complete the Review visit Search online for

relevant info after the client visit Read

private emails

“I manage my client visits with my personal

spreadsheet and outlook”

“I take photos with my personal phone to

record the environment”

“So many emails to reply to… but I can’t access to my

account outside the office”

“I can’t show the client the equipment

catalogue”

“I type and email myself case notes so I don’t

forget anything relevant”

Care Manager- Review AdultsTeam: Review

”I’m never without my mobile phone and I love apps. I even found some that make my job easier!."

Technological awareness

Work experience

Risk tolerance

Low High

Low High

Low High

Off site work

Check social media

Check Google maps

Takes a photo of the

bathtub

Uses a measurement tape app to measure the

bathtub dimensions

Type case notes on

mobile and send them by

email to myself

Type case notes on

mobile and send them by email to

myself

Personal mobile use working off site

Check Public

Transport

Complete the Review visit

Communicate with

impaired client with her tablet

“It’s sometimes challenging to find an address or people at

home”

“I can’t access to online records to contrast

information”

On mobile

ReshmaSharma

Approach

Frameworki and office environment Approach

User Centred Design – Persona

creation

"My days are pretty full, so I try to make the most of out my time"

About me:“I am a UI designer and I joined Tigerspike 18 months ago. At work, I need to get "in the zone" to get really productive”.

Tasks: - Getting as much done as possible and leaving on time.- Sharing my experience with other and

learning from them.

Expectations: - Getting as much done as possible and leaving on time.- Sharing my experience with other and

learning from them.

Anne White, Assistant Occupational Therapy Care Manager

”I like to rely on pen and paper to take notes. I think clients appreciate that I’m listening to them, instead of looking at a screen."

Assistant Occupational Therapy Care ManagerTeam: Reablement

Peter Williams

”I’m never without my mobile phone and I love apps. I even found some that makemy job easier!."About me:I’m from South London and I’ve been working for the council for the last five years. I have a Sociology background in assistive technology but I currently work as care manager for ASC. I’m 32, married and have two young children. My days are very busy at work, as well as my evenings back home with my family.

Tasks:- Complete Review visits- Write review reports- Re-purchase services- Refer services- Cognitive assessments- Re-calculate budgets- Write support plans- Duty service

Care Manager - Review AdultsTeam: Review

Technological awareness

Work experience

Risk tolerance

Low High

Low High

Low High

Reshma Sharma

Pain points:- I can’t access my work

email when working offsite

- I can’t access Frameworki when working off site

- I can’t check my calendar when working off site

- I can’t share services information with the clients

- I can’t access contact numbers from other services

Expectations: - Getting as much done as possible and leaving on time- Have tools that improve my efficiency at work

About me:I’m an Assistant OT Care Manager from Bristol. I’ve been working for the WCC ASC since 2002. I’m 45, married and have three children. I enjoy spending time with my wife and kids and watching sports.

Tasks:- Visit clients- Core assessments- Goal planning- Purchase equipment- Refer services- Sign posting- Duty service- Care package

Technological awareness

Work experience

Risk tolerance

Low High

Low High

Low High

. Pain points:- I can’t access my work email

when working offsite- I can’t access Frameworki

when working off site- I can’t check my calendar

when working off site- I can’t share services

information with the clients- I can’t show and order

equipment when working off site

- I can’t access contact numbers from other services

Expectations: - Getting as much done as possible and leaving on time- Have tools that improve my efficiency at work

The Digital Omnivore The Technophobe

Approach

Mobile user needs, goals and challenges Approach

Outcome

Empowering off site work with mobile: The three Cs

Communication

Consultation

Contextual productivity

Based on your user needs and their aspirations, we’ve identified three key areas that can benefit from mobile to improve off-site work

Outcome

Outcome

Q & A

Cameron Franks - Commercial & Strategy Director, TigerspikeCameron.franks@tigerspike.com

Richard Biscoe – Project Manager MWP, WCC rbiscoe@westminster.gov.uk