UX REVIEW OF LIFELINE AUSTRALIA'S CRM
The Opportunity
Lifeline Australia engaged 101 Digital to evaluate the roll of the new CRM supporting the thousands of Lifeline volunteers around the country. As the volunteer workforce consists largely of part-time positions in rural locations, Lifeline Australia required the CRM to be intuitive and easy to use, supporting the volunteers working remotely and isolated in single person offices. A high degree of usability was paramount to the project’s success, and the opportunity arose for us to conduct a series of heuristic reviews and usability analysis with a focus on usability of both the prototype and the system build.
What we did
During the discovery phase we engaged with the business, operators and system developers to understand the requirements and operating constraints of the new environment. With solid knowledge of the requirements, we conducted a heuristic review on the prototype, identified usability issues and informed the configuration of the end product.
The heuristic review highlighted several findings which were rated by severity and delivered to the project owner with a supporting presentation of findings and possible solutions. The pragmatic approach to the feedback was well received by the business who could collaborate with the developers refining the solution.
The process was a constructive and practical approach to implementing inclusive design, ensuring a high degree of usability in the end product.
Customer Success Statement
“The usability work by 101 Digital contributed to significant productivity increases in after call work, which translated directly to more calls for assistance answered by Lifeline”
Jane Hayden
Lifeline CEO