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Fellowship Status Report

Code for America is partnering with Salt Lake County to build technology solutions to improve services and strengthen the relationship between the county and its
citizens, with an aim to lower the rate at which citizens fail to appear in court, for supervision and treatment appointments in addition to lowering the recidivism rate.
To accomplish these objectives, we pursue three workstreams - build, measure, learn - to iterate quickly and ensure our decisions are data-driven and user-focused.

Phase V - Iterative Development Sprints Part 2 (06/15/2016 to 08/05/2016)


Workstream

Goals during this phase

Build
agile development

Iteratively implement features to improve case manager use of ClientComm


Focus areas: direct client access, administrative improvements, refine ClientComm v.3

Measure
data-driven
decision-making

Refine metrics on usage, client journey, client success


Target use goals (by end of Fellowship):
35+% of clients per case manager communicating via ClientComm
80+% of onboarded case manager using ClientComm daily

Learn
user centered
design

Research interface workflow for client-facing ClientComm access


Catalogue client experiences with ClientComm

Week ending 07/01/2016

We started our week in Salt Lake city presenting the Code for America process of user research based agile development to
Salt Lake County sta and the advantages it has over traditional development. We spend two days conducted interviews
with clients and observing case managers as they used ClientComm. It was exciting to see the benefits clients are getting
from ClientComm. All of the clients we spoke to during a group survey responded that text messaging has helped them
remember court dates and supervision related appointments. From case managers we learned that they relate the visual and
process of texting to their smartphones and expect ClientComm to function in a similar way. The functionality to create
notifications in ClientComm has been completed this week but implementation of this feature has not happened yet. As
more sta use ClientComm and have come to rely on it for important conversations with their clients we want to make sure
we roll it out in a way that is clear and doesn't interrupt case manager usage. We will focus next weeks eorts on improving
the user experience and visual layout of the tool so that notifications integrate cleanly.

Clients described a number of benefits of communicating by text over talking on the phone.
Its quick and eicient to text was the most frequent response.
Its easier to send a text than talk on the phone its more private if you're in a public space.
Nice to have the documentation that I am trying to check in at our agreed time.
On the weekends I can text her and thats pretty awesome.

Why case managers are using ClientComm


This to me a way to quickly communicate to people at work who cant talk to me at work, for privacy
reasons and for reminders
Its been so helpful. I always get voicemails which drives me crazy because I know its a freaking
cellphone. Now I can just send a text message. Phew.
its a timeline for me about when did we discuss this, when did this happen

How would case managers improve Clientcomm:


The way you first come into the page, it shouldnt have the conversations like this. It would be like me
opening it on my iPhone.
I dont know about being able to close out a conversation I just want to text them.
I would love to see everything one screen
Would it be helpful to have a list of templates conversations? Oh, yeah. That would be cool! Like Group
is cancelled tonight.

Workstream

This weeks accomplishments

Next weeks objectives

Build

Notifications base functionality

Create updated ux workflow for next


ClientComm rollout

Measure

Catalogue interviews with clients on


notifications and experience with
ClientComm use

Learn

Understand the user experience of the


current version of ClientComm

Determine if some ClientComm features to


be removed to simplify the interface

Thanks as always,
Kuan and Ben, Code for America, Team Salt Lake County

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