Our team has been working through a discovery phase to identify the features that will make up the MVP of Casebook, the new case management product for the Citizens Advice service.
The features will be based on the needs and requirements gathered from a range of sources, but mostly from what we’ve learned about advisers’ experiences. This isn’t just experience using the current case management system but also how our advisers work with clients in general, recording and retrieving client information, issuing advice, making appointments and more.
Keeping our focus on adviser needs means that core features come to the top of the priority list in our ever-evolving product backlog (where we capture requirements).
We’re also examining user needs and requirements using a value methodology which identifies pains that users experience, jobs users have to get done and gains that can be achieved. For our users they might be:
Pains: client search performance, new client creation
Jobs: Quickly search for and select ‘AIC’ issue codes, ask essential questions
Gains: Quickly view most recent notes, move seamlessly from case notes to relevant content
Keeping the requirements simple and prioritised by value means we can quickly deliver features with tangible benefits to our users. Next week we’ll update you on what we’ve already learned during discovery and how we plan to work with advisers during the project, but in the meantime please do email us if you’re interested in getting involved.