Hi all, I'm currently involved in a project focusing on improving efficiencies in a membership enrollement process.
The applicant will now be able to submit most enrollment details online, but will still have to supply supporting documentation (original hard copies) for review by mail. Staff will, on receipt of the supporting documentation, associate it with the online submission and review the material to assess eligibility as a member, finally notifying the applicant of the result. The time between an applicant sending in their supporting documentation and receiving the assessment outcome can be up to 4-6 weeks for some overseas applicants. One of the current issues seems to be that the assessors need to dedicate a large proportion of their time to answering queries (phone and email) from applicants, thus decreasing the number of assessments they can complete in a day. The project scope seems to be heading towards simply migrating the printed application form online and providing an application to support the assessment process. I am (very quickly) trying to put together a case to include an improved support system for applicants throughout the enrollment process into that scope. Very basically, reduce the applicant's need to contact the assessors directly by a) providing a simple online progress status of their enrollment, and b) improving the applicant's access to information, documents, etc. relevant to enrollment online. Therefore, freeing up more of the assessor's time to complete their core task. What I really need is some statistics, case studies or existing explanations to communicate the ROI for such ideas. Something to convince stakeholders that some user research (at the very least) before the scope/requirements are finalized is worth the resources invested. I know I've read this kind of stuff before. But now, when I need it, its disappeared. Any suggestions, links, experience or ideas would be most appreciated. Thank you. Marcus ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... [email protected] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
