We have high confidence that a task list is the right solution for our users, based on previous research and co-design sessions with our users.

We want to understand more about how the list of actions would be most useful to caseworkers.

Design variations

We created a couple of different design options to present the task list actions.

First, we had the typical, one question per page approach. This guided users through the actions in a task one-by-one, in a fixed order.

A screen shot from the prototype showing a task in the one thing per page format, with a single action, phrased as a question, with a yes or no answer to indicate if the thing has been done or not

At the end of those questions, a check answers page was presented which gave the user the opportunity to make alterations to the information they've entered.

This would help to reduce cognitive load, breaking tasks up into smaller chunks so they felt easier to manage and complete.

We also created a view that showed all the actions for a task on one page.

Questions or steps were stacked one top of each other, so that users could scroll up and down a page, entering the information they needed without being locked into a specific order.

A screen shot from the prototype showing all the actions within a task on a single page. Actions are phrased as a questions, with a yes or no answer to indicate if the thing has been done or not

This helped users to avoid being forced through a linear set of questions if they needed to amend an answer.

Project notes

We also added project level notes.

We've heard consistently from caseworkers throughout our research, going as far back as our early co-design sessions, that the ability to add notes is important for them.

Notes help them in several ways, as we understand it.

They serve as communication tools for team leaders and caseworkers when work is handed over from one person to another due to holiday, illness or simply for updates on projects.

Users are able to type notes about a project into a free text box. Previous notes appear below that text box so that users can read a history of notes to understand the history and context of the project

Notes also function as useful reminders for some users. They juggle multiple projects and can struggle to remember details of certain projects when turning attention from one to the other.

We wanted to find out how useful these were.

The research

We carried out 3 sessions, each an hour long, with caseworkers. The participants were a mixture of experience levels, with some in the role just a few months and others in the role for a year or more.

We wanted to understand:

  • If the single page concept was helpful
  • How users grouped the documents they use
  • Whether project level notes were useful

Research findings

We learnt some interesting things and have more confidence in the method we use to guide users through the process.

The guidance is helpful, but needs some tweaks

Caseworkers were positive about the guidance, especially links to forms and SharePoint pages they needed to use.

Users preferred the guidance in the current version of the task list as it helped them remember what to do.

Expert users felt this would save them time (for example, they wouldn't have to find bookmarks of saved links) and help new starters.

We need to correct some minor errors in, and add missing information to, the guidance content. For example, users refer to the ESFA as the Grant payments team, not ESFA.

Users said that including email addresses for teams they needed to contact would be useful and save them time.

Checklists help show progress more clearly

Users preferred the checkboxes in the earlier versions of the task list to help them understand progress on a task.

They liked the bullet list guidance of things to do or check in a task in this iteration. However, some expressed a desire to be able to tick those things off.

Reaction to the single page view was mixed

Most users preferred the single page view of task actions, but felt that seeing all of the document tasks on one page could be overwhelming.

Opinion was split on whether the Trust modification order and Direction to transfer should be grouped together in the same task as the other land documents because the method used to process them is different.

Caseworkers really want notes

Users felt that the project notes were useful for a quick overview and keeping colleagues updated.

Users again expressed a desire for task level notes as they would be more helpful for keep track of progress and delays for personal reference and reminders.

Dates seem important but we need to know more

All users mentioned adding the date they completed a task would be helpful.

However, but when questioned it was unclear if it was useful for them to complete the task, or for the organisation to collect information and users simply felt they needed it because it's what they currently do.

Missing step

There's a step missing from the Process conversion grant task about confirming the date the grant will be paid.

What we'll do next

We're taking a brief break from adding new features to the prototype. This will allow the real thing and the prototype to align better.

We're acting on the research to:

  • Review the task list version
  • Incorporate guidance with simple checklist
  • Switch to the single page approach
  • Make each document its own item on the task list
  • Review the order of the documents in the task list
  • Add a missing step from the Process conversion grant task
  • Iterate guidance to provide clearer information

We're also thinking about what we might test next.

To help the prototype and build get closer together, we're thinking about the language we use in the task action radio buttons and how we could simplify the statuses.

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