Page 226 - DCAP307_PLANNING_AND_MANAGING_IT_INFRASTRUCTURE

Planning and Managing IT Infrastructure

Notes Desired Solution
Access to everything in one place with a “Google like” search interface and function:
Design the system to have a single point of management and control, while still allowing
for a multiple group of users to have timely and consistent access.
Design Approach & Testing
Utilising the design thinking process context phase, the team worked closely with Customer
Service representatives to understand the current process and barriers to call resolution
including the identification of all content sources; prioritising the top 20, then rapidly
developing low fidelity prototypes of the user experience.
Then, the ideation phase created a user-centred design in order to consolidate the information
into a single dashboard experience. Prototypes of these design concepts were created as
low fidelity prototypes for evaluation by multiple end-user groups, adjacent stakeholders,
and executive sponsors. In addition, the process created a robust taxonomy, controlled
vocabulary, and metadata model to ensure consistent data formatting, tags with access to
source, version, and improve findability using search technology.
To ensure adoption of this new solution, the team developed a Organisational
Change Management (OCM) plan aimed at all affected stakeholders, which included
a communications plan, a training plan, and a phased development and deployment
strategy.

This approach was designed to providing the most appropriate content (of greatest value)
that resulted in raising the completion percentages of Customer Service calls within the
first contact.
Result
A consistent site experience with access to all 87 original sources of information
was designed to provide a common database that yielded a single point of access and
search, by a multiple number of uses. After the OCM plan was implemented, the results of
this design thinking approach was significant and measurable:
 There was a 100% adoption rate by end users.
 An increase in customer satisfaction metrics over 2X our starting baseline within
12 months of deployment.
 A significant reduction in call escalation.
This holistic, Design Thinking driven solution was so successful that it was deployed to
other departments and became one of the most impactful Enterprise solutions for
product knowledge management throughout the company. Five years later, it remains a
valuable success story to management, as well as a template for both existing and future
systems.
Questions

1. Discuss how ideation phase consolidated the information into a single dashboard
experience.
2. What were the results of the design thinking approach after the implementation of
OCM plan?

Source: http://biznik.com/articles/knowledge-management-case-study

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