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GOALS
Speed support query log time
Track regulatory data
THE SOLUTION
ABOUT KEYTREE Jonathan Maher, Keytrees Director of Experience
Keytree is an award-winning design and
technology consultancy specializing
Design, worked closely with National Grid to understand
in innovation & user experience for exactly how they handle calls and process complaints.
enterprises running SAP. Using an
Agile development process, Keytree
Taking the insights gleaned from this industrial
builds custom applications that help anthropology, Jonathan and his team used Axure RP to
companies become leaner, faster, and
more effective.
initiate a rapid iterative design process.
CONTINUED >
Axure RP | axure.com
THE SOLUTION (cont.)
This process led us to a fine-tuned requirements-gathering exercise, the final
output being a high-fidelity, interactive Axure prototype that the client was happy
to sign off, Jonathan said. This streamlined approach enabled us to not only meet
the tight four-month deadline but also work to ensure that employees would be
happy to use the new software in their everyday work.
This custom-built CRM solution, built on an SAP platform, helped National Grid cut down log time by nearly 80%.
Photo courtesy of Keytree.
Axure RP | axure.com
METHODOLOGY
The Keytree team used a mixture of enterprise ethnography and Agile UX approach.
During the ambitious four-month project, Keytree UX designers were onsite to handle
National Grids feedback, comments and additional requirements that fed into the
iterative process. The constant engagement with the actual users from concept to
completion ensured their needs were met and that the new system would be readily
adopted.
User experience projects at Keytree begin by understanding the optimal approach for
each project to reach both key user and business requirements. UX projects can vary in
duration from days to months, and regardless of project size, core activities include:
Axure RP | axure.com
THE RESULTS
Keytree created a new responsive and easy-to-use interface to the SAP backend system
within the four-month timeframe. The new system dramatically reduced the time to log
customer complaints by nearly 80%from 40 minutes to just 7 to 9 minutes, giving National
Grids Complaints Champions time to focus on solving their customers issues, rather than
grappling with the system.
BEFORE 40 min.