Building Empathy for Childwelfare Workers
Our design process began by developing an intuition for how these workers do their job. Understanding who they are and what they are trying to do is a critical first step towards designing an intuitive solution. Two information sessions were conducted with CCWIP staff, as well as background research on California’s child welfare system.
How do child welfare workers use data?
To understand the role of data in child welfare, a matrix of use cases was developed that outlined not only the various user groups, but their data-relevant characteristics, as well.
Issues with the CCWIP SITE
In addition to user research, an exploration of the existing CCWIP site was undertaken, including a complete content audit. This helped the team develop an intuition for the kind of content CCWIP produces, and to begin to understand where gaps currently exist, and why those gaps are problematic.
Research crystalized around three pivotal insights that became the guiding principles of the design:
Users don’t how to find the data they need on the CCWIP site.
Users don’t always know what metric to look for.
Users often have to jump between measures and reports to get the data insights they need.