Over 70% of local Citizens Advice have been involved in testing the first iteration of Casebook. Some loved it, some liked it, and some had great suggestions of ways we can improve it.
Overall, we’ve seen a big improvement in how easy advisers have found using Casebook compared to Petra, and how satisfied they were with Casebook compared to Petra. This is really positive step forward.
We know there is still a lot to do though. The testing also identified lots of areas to improve in Casebook, which the team are now working on. These include:
- terminology and language used
- continuing to develop and refine functionality
- importing lots more realistic dummy client data
- further improving and testing usability
- reporting and data quality
Over the course of the next few months, the team will continue to improve Casebook based on your feedback, and also build new features for you to test again. As we’ve said before, we’re building Casebook bit by bit, testing as we go along and continuously improving. You can read a Casebook testing summary here.
Impact and training
While we expect Casebook to be much simpler to use and more reliable than Petra, we do understand that the roll out of Casebook will have an impact on local Citizens Advice that needs to be managed.
We’ve done a lot of work to understand what sort of training local Citizens Advice will need on Casebook to support this change. As part of testing, we asked staff and volunteers what support they felt they would need to be able to use Casebook in their offices. Some just wanted to be able to use the prototype a bit more, some wanted step-by-step instructions to do key tasks, and some of you wanted full face-to-face training. We’ll be working with local Citizens Advice further to develop a package of training that meets all theses needs. It won’t just be a one size fits all approach.
The first materials will be available in October 2016, consisting of videos of key tasks and step-by-step instructions. In March 2017, we’ll be releasing the second tranche of training materials. This will be a variety of different training options, including face-to-face training, online videos/tutorials and a practice environment.
We’re on track to start rolling out Casebook to a group of early adopters in April 2017, with a phased roll-out of Casebook to the full network after this. We will be giving local Citizens Advice 6 months lead-in time before going live with Casebook. Petra is stable and doesn’t need to be replaced until March 2018, when it goes out of support from Microsoft, so we do have contingency in place. If feedback from the network tells us we need to take longer on roll-out, we will.
- We will keep designing, developing and testing existing and new features of Casebook with the network. If you aren’t yet, you can sign up to be involved in testing here.
- At annual conference this year, the team will be sharing where we are with the reporting function and getting your feedback on what has been developed so far. If you’re attending conference, please come by and let us know your thoughts.
- We noticed that many of the advisers who tested Casebook for us hadn’t heard much about it before testing. If you would like one of the team to visit your office to give a short presentation on Casebook at a staff/volunteer event, please get in touch at email@example.com and we’ll do our best to be there.