Understanding the EHCP process
In the discovery phase, we needed to understand the EHCP processes used within local authorities across England. We used a statutory EHCP process as the basis of dialogue with user groups, especially with local authority Special Educational Needs and Disabilities (SEND) teams.
Our research in discovery also focused on how digital EHCP systems are used in practice and what part they play in the EHCP process. We looked at different supplier systems to see which parts of the process they supported or did not. This helped us to identify inconsistencies or gaps.
Identifying our knowledge gaps and user pain points
We brought together all user research to see where insights correlated and where they did not. Mapping our insights against the EHCP process we had defined helped us to identify pain points. This formed the basis of a prototype we could use to explore how we could address these pain points in alpha phase. It also allowed us to clearly see the gaps in our knowledge for parts of the process that needed further research to understand the entire process.
Researching synthesis
In alpha, our research was more about local authority approaches to EHCP digitisation and less about understanding how digital systems are used in practice. Our research focused on the high-level digitisation journey, looking at where, when and how our users might need the most support.
Mapping the data flow
Using the steps outlined in our discovery phase, we plotted where data is input and output and in what form. This enabled us to see how data is moved across the process and what might feed into the various templates along the journey. This visualisation will help us when it comes to defining our minimum digital requirements.
The digitisation journey
Further input from a wide range of stakeholders meant we could further develop our high-level alpha digitisation journey. It would still be relevant for most users and help us to identify where, when and how we can support them.
We started by expanding on the steps within that journey by breaking them down into sub-steps.
For example, Implementation became Preparation, Onboarding and Rollout.
We then used our knowledge from speaking to users to detail all the user tasks involved in those sub-steps. With these steps, sub-steps and tasks mapped out, we ran through the digitisation journey, plotting exactly where our support fits into it.
This helped us to identify the parts of the journey we plan to cover and gaps we might need to work on to fully support our users through EHCP digitisation.