Adding the ability for users to manage transfer projects in Complete conversions, transfers and changes meant creating a new task list that was relevant to the work caseworkers and delivery officers do to complete transfers.
What we did to understand processes and tasks
We knew we had a good conversions task list that we could use to base our transfers task list on.
Functionally, the transfers task list would work in the same way as the conversion task list.
What we needed to do was find out and verify which tasks were the same, which needed to be changed slightly and if there were any tasks that needed to be removed or added.
A first draft based on our own knowledge
We knew we could create a good first draft of the transfer task list based on the discovery work our service designer had already done in advance of the rest of the team moving on to transfers.
Learning more about task order and actions through co-design and user feedback
Using our understanding from the service mapping of the transfer process that had already been done we sketched out the tasks we knew needed changing and creating for transfers.
We used weekly co-design workshops with users to verify and update initial sketches, before getting them finalised and handing them over to the development team to build.
We also got insight and guidance from users about the order of the tasks in the task list as part of these co-design workshops.
The transfers task list
Thanks to all the advance discovery work and our collaboration with the users, we were able to sketch, iterate and code tasks and the task list within a couple of sprints.
What happens next
As ever, we'll iterate the task list and tasks as we learn more about what users need.
What they have in this first release gives them enough functionality to do the work and we'll continue to improve it. We've already identified tweaks to content that can make the tasks better and will put those change in as soon as possible.