Industry Leading Dashboard - Research & Design
Introduction
Redesigning Performance Tracking: How Human-Centered Design Transformed Caseworker Productivity
In 2022, at Deloitte, I led the research & design of a performance tracking dashboard addressing caseworkers' frustrations with issues of transparency and discontent with their existing performance tracking systems.
Working with a cross-functional team of Business Analysts, Tech SMEs, and Product Owners, we conducted 18 in-depth Human-Centered Design focus group sessions over nearly two years. Through iterative design based on continuous user feedback, we delivered a solution that significantly improved workflow transparency and productivity.
This project represented a crucial opportunity to transform how frontline staff experienced their performance evaluation, ultimately supporting their ability to better serve vulnerable populations.
Problem Description
Low Engagement, Unclear Milestones
Problem
Following the shift to remote work, our End Users (Case Workers) reported feeling disconnected from their community. It also exacerbated their uncertainty about their performance, as there was no clear way to track their progress. The existing manual reporting system lacked real-time visibility and offered only ad hoc reports.
Goal
Create transparent performance metrics and social features that empower users to track their progress, celebrate achievements, and meaningfully connect with peers.
Human Centered Design Leader, Designer
My Role in our Human-Centered Design Research Plan
My role included leading research efforts, including focus groups and surveys, using synthesis and prioritization activities to gather insights and guide decisions.
18 End User Focus Group Sessions
100+ Insights Recorded
As the designer I created Wireframes and Prototypes, collaborating closely with cross-functional teams to create innovative, user-centered solutions..
Countless Design Iterations
19 Final Screen Designs
100+ Achievement Badges Designed
Community Impact
Impact
10% Productivity Boost: Reimagining Performance Tracking for Meaningful Impact
Our Impact
The implementation of Performance Metrics injected a dose of fun into daily tasks, addressed critical business problems, improved productivity, and increased citizen access to state government services.
Impact
Redesigning Performance Systems for Real Impact
Before
Performance is under-managed
Current manual systems lacked user experience
Workers felt disconnected from community
After
10% improvement in task completion
Enhanced visibility and communication about performance
Recognition of positive community impact
Ability to showcase staff achievements
