A need-driven implementation.
When we started with the analysis phase, the idea seemed clear and the path well outlined, but we soon realized that the reality was different and that, although well hidden, the pitfalls were there.
Following an initial study, we described an implementation hypothesis that included the integration of a complete view of each colleague’s personal calendar in full Outlook style.
“Wonderful!” we thought. “The solution is comprehensive and covers all usage scenarios. With just a few clicks, the user will be able to view everything they see from Outlook.”
We didn’t even have time to finish the sentence. We already knew something was wrong. As often (inevitably) happens, we had reasoned from a strictly technical point of view. What we had designed would have been just a bad copy of something that already exists and would not have added value to our product.
It was time to take a step back and analyze the need before the solution. We tried to change our point of view and put ourselves in the operator’s shoes. That is, who will actually use the functionality.
Then we asked ourselves: “What would I need to know in order to be more effective in responding to the callers and improving the service?”
The answer was simple and can be summarized in two key pillars.
The necessary information was:
- The real-time colleague availability;
- When the colleague is available again to be contacted.
Now that the ideas were clear, we were on the right track. It was just a matter of finding a solution that could meet the identified need, embodying what are the main principles of Imagicle: faster, smarter, and easier!
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