danske bank help universe

Danske Bank HELP UniverseProcess and methodsIntranätverk 2016Malmö29 September 2016

“What's presented looks so simple that you

know a ton of user-centered design had to

be thrown at it”Intranet Innovation Awards 2015

11

Time for a change…

Users

Helpdesk

Why try to help myself –it’s impossible to find

anything…

Users are lazy!

… they report the same errors againand again– and we answer the same thing again and again… - Why don’t they learn…?!?!

…they choose the wrong form all the time and waste our time…

– so we have to move all the cases around so they land in the right

team in Helpdesk

Helpdesk…!It’s a complete joke,

messy and very inefficient!

22

• Users send fewer error reports- especially for known issues

• Users help themselves more – and feel good about doing it!

• Users feel in control with their own error report process

Our objectives…

Success requires a change of user

behavior!

Success requires new user-centric approach

in the helpdesk.

• A helpdesk that knows and acts as if:

- users don’t know how the Helpdesk is organized, and they are not supposed to know

- users don’t know helpdesk ‘lingo’ and they are not supposed to know

33

Card sorting – how the users see the world

BusCar

Apple

Milk

BreadTrain

1

Let users talk about a set of labelled cards

2

Users sort the cards

Apple

Train

Bread

Bus

Milk

Car

Gr. 1 Gr. 2

Users put category name on groups of cards

Apple

Train

Bread

Bus

Milk

Car

Food Vehicles

3

• How do users understand or interpret the labels?

• Is the label the right one?• Language issues?

• Where do users see the same system and where do they not agree?

• Something we have missed?

Which groups and names are intuitive for most users?

Lad også afsender sortere kort

– en øjenåbner

44

Test #1 Improveprototype Test # 2 Improve

prototype Test# 3 Improveprototype Launch

Think-aloud test – is this working?Card sorting was done by Danish employees- but the system will also be used by employees in other countries…

• How would users understand categories found in Denmark?• How should the user interface look like?

First-short prototype was tested in Belfast and Helsinki…

Hmm…

Ireland Finland Project teamProject team

55

Result: Categories based on card sorting and UX test

66

ObjectiveUsers report less errors. Especially

when known issues.

Send error report

77

ObjectiveUsers send fewer

error reports

Send error reportStarting point

88

ObjectiveUsers help

themselves more –and feel good about

the process.

Send report Starting point

99

ObjectiveUsers feel in control with their own error

process.

Starting point

The user can:

• Ask for update on a case• Add more info – screen

image• Re-open the case if

problem is not solved• Close the case

1010

0

2000

4000

6000

8000

10000

12000

14000

16000

18000

ROI – 3.000 fewer reports monthly

2013 2014 2015LAUNCH

Yearly savings

3 mio DKKPay-back time two

years

1111

Users’ behavior has changed

Self-help35%

Reporting65%

Self-help ratio

9

11

Before After

Processing time at Helpdesk

(min. pr. report)SOP

FAQKnown issues

Potential solution

Video

1212

Include yourcustomer in the team

• Let customer be a part of card sorting, UX test –better understanding and alignment

• Let customer do work in the project team on an equal basis – better communication and collaboration on problems.

Include your developers

• Hands off the keyboard –join UX workshops with users and customer.

• Developers with user insights do better development.

Involve users early

• Stop endless discussions in the project team by asking the users early on.

• Spend more time on analysis and test (UX) –better quality, better ROI

What did we learn

Tack!

Lars ThostrupChief business analyst

Danske Bank - Group IT

lat@danskebank.dk