TIMELINE
April ~ November, 2013 (8 month)
DELIVERABLE
Service blueprint
Stakeholder map
Workshop
Concepts
Wireframes
Visual design
Prototype
BRIEF
New business development around workforce management within Aetna from concept to product. At Aetna, internal new business development team has embarked on a journey to develop a new business in regards to managing absence in organizations. Fjord was selected to define the details of the new business, develop core concepts and design the MVP which involves multiple types of users. (employee, supervisor, and Aetna service representatives)
TEAM
    Service Design Lead
    Business Design Lead
> Interaction Designer
    Visual Design Lead
    Project Manager
    Prototyper
    Developers

New York, Hartford

Discovery

2013 AWA stakeholder map

2013 AWA process map

^ After talking to multiple stakeholders, day-in-life research and a 3 day workshop with Aetna and the potential clients for the new business, the team have learned the complexity of how currently workforce availability has been managed in large corporations.

Framework & Strategy

2013 AWA service principles

2013 Aetna framework

^ Design framework and principles

Concepts

2013-AWA-concept

^ From the framework, we’ve envisioned 3 concepts

Detail Design

2013-Aetna-vd3

^ Final visual design samples for 3 types of users; employee, supervisor and the service admin

2013-Aetna-wfr

^ The Fjord team identified 3 major user types of the service and designed an online service with 3 faces; for employees, for front-end supervisors and for service representatives. The images are the sample pages from the wireframe documents. Wireframes were used to communicate with visual designers, clients, and developers who were building the MVP for initial release.

 

 

PROCESS
  • Research (stakeholder interviews – field interviews – stakeholder map – service blueprint) – concepting – detail design – development

ROLE

  • as a core team member of the design team, support all aspects of service design in this complex multi-actor play from the beginning to end
  • support facilitating 3 days workshops (lead breakout sessions) to define actors, their relationships and the workforce management processes
  • played an integral role in stakeholder interviews, field interviews, concept and direction development.
  • designed detailed interaction for multiple users of the system

CHALLENGE

  • complex system – hard to comprehend by anyone. compiling many voices of constituents and stakeholders, tight timeline for detailed design for multi users

RESULT

  • ceased while MVP under development