This presentation was delivered at the Department for Communities and Local Government 'Local Digital Campaign' event on 'Local Digital Futures' by Westminster City Council and Tigerspike on their mobile working pilot.

1. Westminster & Tigerspike:
Mobile working pilot
April 2014

2. Q & A
Unlock the Power of Personal Media
Agenda
About WCC
About Tigerspike
Why we did the Mobile Working Pilot Research Phase?
The Approach
The Outcome

3. SAN FRANCISCO
LONDON
SYDNEY
MELBOURNE
SINGAPORE
DUBAI
NEW YORK
Global experience
over 10+ years

4. Consulting
User experience
User interface
Multi-platform
development
Licensing
Support
Pure design & UX
agencies
Pure technology
firms
Software development
& user experience

5. 5
About WCC
& Mobile Working

6. 6
Why the Research Phase?
• Fully understand the challenges facing WCC ASC
Teams in mobile environments
• Design Mobile Software to solve real business
problems, not just a new shiny toy
• Following Tigerspike trusted Kallide process
ensure we have a solid understanding of
Users, Context, Technology and Strategy with
which to launch project development phase.

7. User shadowing: Mobile Experience Map
Pain points:
- I can’t access my work email
when working offsite
- I can’t access Frameworki
when working off site
- I can’t check my calendar
when working off site
- I can’t share services
information with the clients
- I can’t access contact
numbers from other services
8am 9am 10am 11am 12pm 1pm 2pm 3pm 4pm 5pm
Read
news
online
Complete the Review visit
Search online for
relevant info after the
client visit Read
private
emails
“I manage my client visits
with my personal
spreadsheet and outlook”
“I take photos with my
personal phone to record
the environment”
“So many emails to reply to…
but I can’t access to my account
outside the office”
“I can’t show the client
the equipment
catalogue”
“I type and email myself
case notes so I don’t forget
anything relevant”
Care Manager- Review Adults
Team: Review
”I’m never without my mobile
phone and I love apps. I even
found some that make my job
easier!."
Technological awareness
Work experience
Risk tolerance
Low High
Low High
LowHigh
Off site work
Check
social
media
Check
Google
maps
Takes a photo
of the bathtub
Uses a
measurement
tape app to
measure the
bathtub
dimensions
Type case notes
on mobile and
send them by
email to myself
Type case
notes on
mobile and
send them by
email to
myself
Personal mobile use working off site
Check
Public
Transport
Complete the Review visit
Communicate
with impaired
client with her
tablet
“It’s sometimes
challenging to find an
address or people at
home”
“I can’t access to online records to
contrast information”
On mobile
Reshma
Sharma
Approach

8. Frameworki and office environment Approach

9. User Centred Design – Persona creation
"My days are pretty full, so I try to make
the most of out my time"
About me:
“I am a UI designer and I joined Tigerspike 18 months
ago. At work, I need to get "in the zone" to get really
productive”.
Tasks:
- Getting as much done as possible and leaving on
time.
- Sharing my experience with other and learning
from them.
Expectations:
- Getting as much done as possible and leaving on
time.
- Sharing my experience with other and learning
from them.
Anne White,
Assistant Occupational Therapy Care Manager
”I like to rely on pen and paper to take notes. I think
clients appreciate that I’m listening to them, instead
of looking at a screen."
Assistant Occupational Therapy
Care Manager
Team: Reablement
Peter Williams
”I’m never without my mobile phone and
I love apps. I even found some that make
my job easier!."
About me:
I’m from South Londonand I’ve
been working for the council for
the last five years. I have a
Sociology background in
assistive technology but I
currently work as care manager
for ASC. I’m 32, married and
have two young children. My
days are very busy at work, as
well as my evenings back home
with my family.
Tasks:
- Complete Review visits
- Write review reports
- Re-purchase services
- Refer services
- Cognitive assessments
- Re-calculate budgets
- Write support plans
- Duty service
Care Manager - Review Adults
Team: Review
Technological awareness
Work experience
Risk tolerance
LowHigh
LowHigh
LowHigh
ReshmaSharma
Pain points:
- I can’t access my work email
when working offsite
- I can’t access Frameworki
when working off site
- I can’t check my calendar
when working off site
- I can’t share services
information with the clients
- I can’t access contact
numbers from other services
Expectations:
- Getting as much done as
possible and leaving on time
- Have tools that improve my
efficiency at work
About me:
I’m an Assistant OT Care
Manager from Bristol. I’ve been
working for the WCC ASC since
2002. I’m 45, married and have
three children. I enjoy spending
time with my wife and kids and
watching sports.
Tasks:
- Visit clients
- Core assessments
- Goal planning
- Purchase equipment
- Refer services
- Sign posting
- Duty service
- Care package
Technological awareness
Work experience
Risk tolerance
LowHigh
LowHigh
LowHigh
. Pain points:
- I can’t access my work email
when working offsite
- I can’t access Frameworki when
working off site
- I can’t check my calendar when
working off site
- I can’t share services information
with the clients
- I can’t show and order
equipment when working off site
- I can’t access contact numbers
from other services
Expectations:
- Getting as much done as possible
and leaving on time
- Have tools that improve my
efficiency at work
Approach

10. Mobile user needs, goalsand challenges Approach

11. Outcome

12. Empowering off site work with mobile: The three Cs
Communication
Consultation
Contextual
productivity
Based on your user needs and their aspirations, we’ve identified
three key areas that can benefit from mobile to improve off-site work
Outcome

13. Outcome

14. Q & A
Cameron Franks - Commercial & Strategy Director, Tigerspike
Cameron.franks@tigerspike.com
Richard Biscoe – Project Manager MWP, WCC
rbiscoe@westminster.gov.uk