Lumis

Lumis Screenshot

Finding your way through complexity

Maldaba worked closely with Together to develop their new case management system, Lumis. Their current system was a combination of digital documents, MS Word and Excel, and physical paper copies, all of which made it very difficult to ensure client case details were accurate and up to date. Often multiple case workers would require access to the same information, which caused a significant block to their daily workflow. It was soon identified, through a series of workshops, that a single source system, that could be accessed online, was the preferred option.

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We had a detailed review of the specific terminolgy Together used, due to the complexeties regarding the different services they offered at alternate locations. This took several weeks, but was critical in idenifying the various data types the system would need to accommodate. This led to the need to develop an admin interface that would accommodate these complexities, and ensure that case workers were only accessing the information relevant to their cases.

Lumis Navigation Wireframes

Once this was complete we then started working on wireframes to identify the types of information the case worker would need to have access to. Fortunately this was already very well defined, due to the existing regulated processes that the case workers follow, so our task was to identify the best way to convey this information to case workers.

The majortity of this information was currently held in spreadsheets, so it was agreed that we needed to ensure that all the revevant information was grouped accordingly. We conducted an information architecture exercise with their Business Analyst, and from this we originated some early wireframes. This was a constantly eveolving document. We knew that this information was likely to be form based and initially we focussed on how the case workers would need to navigate through the system.

Initially we considered many more typical show/hide mechanisms which we reviewed with the client. Those were acceptable we didn't feel this was the best fit for Lumis. We then proposed, via a video demonstration, that a context specific menu, based on the current system location, may be more appropriate. Immediately the client could see the benefits and that is the mechanism we went with.

For several workshops we discussed how the case workers were most likely to interact with cases and it was identified that there are three key states to this process. Referral, Engagement, and Move On. Referral details the initial consultation with the client, to determine if due to their circumstances, Together after able to offer them some support. This primarily involves capturing any detail pertinant to the case.

The Engagement process then detailed how Together would record and monitor the progress of each case. One aspect of this is risk management. Depending on the particular case, there may be an identified risk for the particular client. Through a series of wireframes we developed a 'Risk management plan' that allows the case worker to record, and rate, circumstances particular to the client. The overall rating is then fed back to the case dashboard, and the staff dashboard. There is also a nortification system that ensures that should the status of a case change, all the appropriate staff will be notified.

The wireframe above translated into the final design shown below, with a few subtle differences. Instead of a a numerical rating for the risk this was instead updated so to a letter based key. In this instance 'L' for Low and 'H' for High.

This is then translated to the case summary, with the highest risk, 'H' in this case being displayed.

Results

This is only a small part of the entire Lumis system, but Together have been extremely pleased with the transformation in their processes as a result of using Lumis. Case workers are able to spend far more time actually speaking with clients, and dealing with any issues they may have, with the knowledge that they will no longer be bogged down by an inefficient administration process, and they are better able to record all information pertinent to the case.

Responsible for

Initial Sketches, User Journeys, Wireframes, Prototypes, Visual Design, HTML & CSS

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