MY ROLE
I led the user interviews, and presenting the findings. I contributed to the research synthesis.
25+
USER INTERVIEWS
5
ON OUR SMT TEAM
9 months
ON THE PROGRAM
The team did the rest of the research, and helped synthesize the data.
BEFORE AND AFTER
BEFORE
About 20 minutes per request
1. A launch provider skips the request form and sends an email.
2. Cape Support retypes everything into the PDF form.
3. Moves are tracked across Word documents, spreadsheets and email, so nobody sees the same picture.
AFTER
About 10 minutes, 6 to 11 steps
1. The request goes in through Microsoft Forms.
2. Microsoft Automate assigns the customer and work order numbers.
3. Cape Support tracks every move on one Kanban view.
Times are from a simulation with SIO.
THE OUTCOME
The redesigned workflow was presented at the General Officer review and approved. It was selected for base wide implementation.
My team handed the work off to the Forge team, who took ownership and kept building from it. I left when the company was sold, so I can’t report final results. What I can stand behind is the research: 25+ interviews, the themes above, and a workflow tested in simulation with SIO.
studio.sharonepoole@gmail.com · linkedin.com/in/sharone-poole
