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Case Management System user research, user-centric design and usability testing
Case Management System is an island-wide Police Intranet System to be used across all Police Divisions and multiple user groups (estimated to be more than 5000 users).
To implement a paperless case management system that would result in higher work productivity level than that achievable at the present time.
The research is to find out what are the goals expected from this project from the perspective of the organization and the users. It should ultimately benefit everyone who is using it.
The MicroUsability team utilized market research and usability techniques to conduct the exercise. This consisted of getting a broad spectrum of users to complete surveys, focus groups and in-depth interviews. Analysis of the results provided insights into how to improve the usability of the system.
The research found that most users wish to eliminate chaos and confusion, reduce stress level, able to work on cases in a precise and controlled manner, spend less time doing data entry and more time on investigation and able to better manage time.
Most users hope the system will help to reduce time spent searching for cases, manage time and work progress, allow users to capture contextual to-do snippets, support effective group communication, introduce feedback mechanism between inter-related groups and support effective comparisons and cross-checking between cases.
Research Findings and Usability Evaluation Report
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