Citizens Advice: Award-winning case management tool
Chris McCormack
UX Designer
Product Strategist
Chris led our work to build and deliver a new case management system for 27,000 volunteer advisers. He's delivered on time and to budget, with a product that people love. Highly recommended. - Mike Dixon, Deputy CEO, Citizens Advice
Background
Citizens Advice was struggling with its legacy case management system.
The Work
Review, user research. design MVP, and continuous testing and iteration. Simplicity was the key metric - due to the nature of the ageing volunteer user base.
The Result
Casebook – the much loved bespoke case management system – rolled out to 27,000 volunteers in 300 locations, and won a national business transformation award.
