Helping CHAS to shift all channels to a single platform to create an eco-system that allowed frictionless client on-boarding
Helping CHAS to shift all channels to a single platform to create an eco-system that allowed frictionless client on-boarding
CHAS (The Contractors Health and Safety Assessment Scheme) wanted to grow their market share by introducing a portfolio of new accreditation services. First they needed to devise a new client management system to improve the service offer.
Goals
Channel shift all services to digital, grow connected services and reduce call volume and encourage self-serve
Reduce time on administration tasks, assign responsibilities and reduce friction between admin and assessor teams and shift from client management to client lead generation
Move pre-qualification applications online, increase buyer membership and encourage adoption across all supply chains
Channel shift to a single platform
We interviewed 5 users from each audience segment, Administrators, Assessors, Suppliers and Buyers to find out about their service expectations, current pain-points and service needs.
The new platform aimed to stop users finding their own solutions and myriad of tools and programmes to resolve tasks, such as spreadsheets for supplier application monitoring, or email for issue resolution. If anyone was off sick, it was impossible for anyone else in the team to pick up their work. This frustrated suppliers who could loose out on lucrative contract bids if delays occurred.
We created a system schematic to show how the platform would operate and all of the touch-points for each user segment.
Wireframes demonstrated how the main responsive website would behave and showed the features of each screen.
Solution
The solution was to shift all channels to a single platform to create an eco-system that allowed seamless and frictionless client on-boarding, self-serve pre-qualification and transparent communications tool.
Reducing friction
Each user segment now has a dashboard to allow them to now where they are in the process and who’s responsibility it is to do what and when with clear task management and status alerts.
Administrator dashboard
They are assigned application as they come in. Their core role is to check that the application is complete and answer any questions, check validity of documentation before passing it to the accessor.
And if you have admin with nothing to do, they can be free to move to sales and up-sell the new services to clients.
Assessor dashboard
Once an application has been verified, the assessor is in control and are responsible for making sure all of the documentation uploaded is credible. Once satisfied they sign off the application and an admin is alerted to proceed with the payment cycle.
Supplier dashboard
For suppliers, signing up to connected services is easier. The fact that CHAS know all of your information keeps you in an ecosystem.
Application made simple
The new digital application form replaces the old paper based system. Now suppliers can fill in the sections in any order and on any device, anytime anywhere, whether they are on a building site, in the office or at home. Alerts let them know when documents are incorrect, out of date or due to expire to make the process less time consuming.
The supplier can see an overview of where they are in the process. What documents they have uploaded and still to upload. They can ask questions in the message centre if they get stuck. Message alerts let them know if they have been contacted by the administrator or the assessor.
Issue resolution anytime, anywhere
The communications hub for each client brings emails and document uploads into one place. This enables self-serve and easy issue resolution. Message content can be freely typed or sourced from saved responses for speed and to ensure the language of the brand is kept consistent.
Grow buyer membership & adoption
Buyers, such as John Lewis need to know that their workforce is qualified and covered should anything happen. CHAS now offers peace of mind as the platform means that suppliers are always pre-qualified and up-to-date with certification and accreditation.
“I worked with Chris over a number of months as he designed a UI for a new company system we were building. Chris brought a wealth of experience, ability and enthusiasm to the project and delivered a superb result in terms of fully designed UI and business process flow.
In addition, he displayed the right characteristics that meant project results and outcomes met business targets, and the management of the project and relationship between our companies worked very well.”
Guides
Developer guides were created to aid in the platform build.
What we learnt...
This project really highlighted some stakeholders resilience to change. We had to find their weaknesses and turn them into strengths, and use their motivations to encourage them to take ownership of the change process and take pride in the new responsibilities and challenges it created.