Adult Protective Services
Adult Protective Services (APS) is a program within Oklahoma Human Services that helps vulnerable adults who are being abused, neglected or exploited. A call center “hotline” enters the details for each report of alleged abuse into a case management system built with Salesforce.
Discovery interviews and ethnographic research with hotline users provided valuable insights into significant usability issues with the native Salesforce solution. Complex information architecture and tab navigation (as shown in the screenshot below) resulted in numerous clicks to find and enter the necessary data while taking a call.
The goal was to reduce the time required to enter data while improving the quality of the information being collected. As the product manager and lead designer, I led all aspects of the human-centered design engagement. I collaborated with internal researchers, strategists, UI designers, and external technology vendors.
The new custom Salesforce solution features a simplified, single-page format that scores the completeness of information being entered. Keyboard shortcuts help users quickly jump to the appropriate section while taking a call.
Per stakeholder feedback “The hotline project was the smoothest and most successful technology implementation I’ve ever witnessed. The before and after, as well as the data showing the improvement in processing speeds and quality of intakes, is compelling.”