Legacy to Leading Edge
How Forge Optimized a Trusted Yet Outdated Productivity Tool
Client: BC Government Digital Experiences (GDX)
Billing & Agreement Tracker App
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Challenge
GDX had a well-used internal billing tool built as a side project with no formal design process or usability assessment. Forge was engaged to establish if it genuinely met user needs and where resources should be allocated. Also, our task was to assess whether the tool's perceived usefulness concealed deeper usability issues and to determine whether investing in an upgrade was justified. Through a structured co-creation process, Forge supported BC Government Digital Experiences (GDX) in making data-driven decisions that led to significant improvements while maintaining the core functionalities users valued in three months.
Approach
First, Forge conducted a heuristic expert review of the tool to identify usability flaws. Despite its widespread use, the review revealed significant inefficiencies, including poor navigation and convoluted workflows. The key revelation was that the tool wasn’t exceptional—it was simply better than the previous Excel system. It was well-used because it was the only option available. This step highlighted several red flags and established a need for improvements.
Next, we conducted six in-depth usability studies with core users to better understand how they interacted with the tool. The studies identified multiple user challenges, particularly in managing accounts and generating reports. This feedback highlighted the strengths and weaknesses of the system, offering actionable insights into which improvements would provide the most value.
Forge also conducted a focus group with key users and stakeholders to prioritize enhancements. During the session, users and management shared their perspectives on the tool’s functionality. This approach ensured that the prioritized co-created feature set focused on enhancing the tool’s usability rather than adding unnecessary complexity and provided a development roadmap.
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Impact
Within three months, Forge delivered a clear and actionable development roadmap for GDX. Results included:
Streamlined User Interface: Enhanced navigation and simplified workflows led to a 30% reduction in task completion times, directly resolving the most significant pain points uncovered in usability studies.
Prioritized Features with High ROI: Forge’s structured approach led to a feature set that balanced user importance and ease of implementation, ensuring that development efforts were focused on high-impact improvements.
Optimized Resource Planning: The co-created roadmap allowed GDX to plan and allocate resources effectively, avoiding unnecessary feature development and ensuring improvements were feasible within the team’s capabilities.
Capacity Building: Forge provided mentorship to key internal hires, equipping them with skills in leveraging user research and UX best practices for future improvements.
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