MIDP Online is an master information delivery planner tool used by Information Managers, Project managers, Engineers, Project controllers and more within the AEC industry. This internal tool faced several challenges related to project configuration, setting up the project. After discoveries, a static walkthrough of the configuration were agreed upon and delivered in this project. This tool were also part of the business strategy, as stakeholders recognised the need for more planning ahead of project delivery, so it was vital that every project could easily set their projects up in this tool moving forward. Now, Bob the configuration specialist, enables the projects to seamlessly navigate and configure their own projects in MIDP Online.
My role
Supporting with a user-centered approach through research, analysis and design
Team
1 Product Owner
1 Designer
4 software engineers
Tools
Timeline
MIDP Online was one of the solutions to the challenges the business was facing and it was therefore vital that people understood the new structures and ways of working, and that adopting is high. Due to complex processes, numerous ways of working, the large scale of employees, it was necessary to make sure that the onboarding into the tool were frictionless through introducing the static walkthrough.
The end goal with the static walkthrough was to reduce the amount of support cases in the BASS Support team
Introduce a person that people can relate to where he walks the information managers through all the thirteen complex configuration steps and then a onboarding checklist to ensure that that the appropriate processes are followed.
Multiple methods and data sources were used to validate findings and gain a comprehensive understanding of users behaviour, needs, pain points and more.
The triangulation contained gathering of multiple data sources; user interviews, analytics, usability testing, direct observations, and support cases.
Usability tests with end-users and super users
Support cases registered in app and handled by the Support team
Product demos with stakeholders and end-users
The existing support forum Viva Engage
Analytics
Usability tests with end-users and super users revealed a high volume of challenges related to configuration, e.g. not understanding how to add a project path when connecting to common data environments like Sharepoint, Project Wise, and BIM 360
The BASS Support team located in GTC would not sit on the answers to support cases due to it's high complexity
Product demos with stakeholders and end-users revealed patterns of issues and challenges related to features
The existing support forum Viva Engage consisted of user requests and challenges that the users were facing in the tool
Analytics revealed;
Core features like Delivery planner and Assigning of milestones had significantly low feature adoption rate
High % of incomplete project configuration in tool
Overall, the findings were significant, a high-drop off rate spread across various step in project configuration (project setup), which led to the decision of introducing the static walkthrough and the checklist.
Information managers and project managers needs a more intuitive project setup process in MIDP Online with detailed explanations accompanied with examples, so that they can easily adopt the tool, understand and follow the new ways of working and processes mandated by the CEO.
