Don’t have a lot of time? Here’s what we achieved:
Understanding the challenge
Citizens’ Advice, a key public service, operates WitnessBox, a CRM platform essential for managing witness credentials and court activity. Over time, technical and design issues accumulated, leading to inefficiencies and user frustrations. With internal processes and workarounds hindering progress, the WitnessBox team sought an upgrade.
The research project was exploratory in nature, meaning, the problems users are facing are unknown to the product team.
Given our research brief, we needed user-focused objectives. These were:
Understand how user groups use WitnessBox and how they work with it - What are the processes involved?
What pain points are users experiencing using the current system?
How might WB 2.0 alleviate these problems?
What features and functionality are required?
Marked For Upgrade
Uncovered 19 areas for improvement system-wide.
Research was adapted in line with their new service model.
A Report For All
Provided a bespoke visual report detailing all the findings.