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Client: Danish Ministry of Employment
År: 2008
What
The Danish Ministry of Employment is responsible for helping unemployed individuals re- enter the job market. However, recent changes in the administrative structure of Denmark, merging of ministerial responsibilities, and changes in the unemployment-compensation regulations have placed new burdens on the case workers who interview those who receive unemployment benefits. Moreover, a maze of different databases, coupled with a highly un-intuitive user interface means that error rates were high, compliance was low, and the learning curve for new case workers was extremely steep. The Ministry called on FatDUX to help straighten things out.
How
FatDUX started work by contacting one of the so-called “super users” of the system. This was a woman who had been with the agency since the dawn of the online age and trained her colleagues in the proper use of the system. She also demonstrated how to “game the system” so that the user could overcome the most irritating problems. We also interviewed other users, plus stakeholders within the Ministry. The outcome was a detailed presentation of our findings, our recommendations, and a dramatically redesigned user interface for the core team of 15 IT developers, case workers, and political representatives.
Results
The super-users of the system were delighted with our recommendations. The programmers were delighted because we were able to improve the user experience without changing the basic database architecture. And the Ministry was delighted because we did this on time and on budget.
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