Planning the End-User Experience

The implementation team should plan the End-User Experience using the Self-Service Portal during ReadyWorks deployment. The team should always prioritize ease of use, accessibility, and tailored functionality that aligns with end-user needs from the workflow in question. Putting thought toward the end-user experience when using the Self-Service Portal encourages engagement, reduces edge cases, and enhances the value of your work by making it intuitive for non-technical users to interact with asset data, initiate tasks, and receive updates.

Key Considerations for End-User Experience:

1. Identify End-User Personas and Use Cases:
   • Review Existing User Groups and Personas: Different user groups will interact with the ReadyWorks Self-Service Portal differently. Reviewing and accounting for user personas helps identify specific needs, preferences, and experience levels for each group.
   • Map Key Use Cases: Determine the primary tasks each user group will perform in ReadyWorks, such as responding to a survey, scheduling an appointment, or attesting that equipment has been received. Mapping these use cases helps shape the platform’s workflows, and self-service options, ensuring relevant features are prioritized in your design.
   • Prioritize Task Efficiency: For each use case, identify areas where task completion time can be minimized. ReadyWorks action buttons, for example, can automate routine steps, saving time and enhancing the user experience for repetitive tasks.
2. Design the Self-Service Portal for Accessibility and Ease of Use:
   • Customize Portal Layout: ReadyWorks’ Self-Service Portal provides a customizable interface for end-users. Configure the portal to align with your organization’s branding and ensure key instructions are easily accessible.
   • Make Data-Driven Portal Adjustments: Analyze data collected from portal interactions to identify areas for improvement.
3. Simplify User Interactions with Action Buttons and Automations:
   • Implement Action Buttons for Key Tasks: Deploy action button customizations to enable any common tasks with a single click, reducing complexity for users. Each button can automate multiple steps, saving time and reducing user error. Action buttons are a combination of SQL, HTML, and PHP code.
   • Minimize Data Entry Requirements: Where possible, pre-populate data fields or use dropdowns instead of requiring manual data entry, which reduces the likelihood of user error and makes interactions quicker and more intuitive.

By addressing these considerations, the Project Manager can deliver a ReadyWorks user experience that is efficient, intuitive, and tailored to the end-user’s needs. Thoughtful UX design fosters user engagement, reduces support dependency, and maximizes the overall impact of the ReadyWorks deployment on operational efficiency and user satisfaction.