The Environmental Services Division (ESD) manages illegal dumping requests through the My San Jose app. Their dispatching team distributed more work orders per day after my team led them through a co-creation workshop.
The Challenge
Dispatching team contending with backlog of work orders; unnecessarily using multiple maps & tools to triage.
What We Did
Led workshop where staff co-designed and built new interface in real-time.
The Result
9% increase in average number of work orders distributed by one staff member per day.
43.3 vs 47.3 work orders distributed per day
We started by interviewing and shadowing staff
We began preparing for the workshop by shadowing staff while they dispatched on a typical work day. We also interviewed them for better contextual understanding of their pain points.
We recorded a video of their screen while they dispatched
We learned that one work order requires anywhere between 2 to 5 minutes to process; they opened at least 6 tabs on their browser.
Subject matter experts and a Salesforce developer watched the video footage together…
Watching the video together was critical for building alignment and momentum. We all understood the pain points together.
Then we co-created a service blueprint and then implemented a new map right then and there
The service blueprint was also key. The developer started coding right away. Everyone on the team was excited. Our work led to a 9% increase in average number of work orders distributed by one staff member per day.