Problem
The original Supervisor Dashboard functionality for SSA’s Disability Case Processing System does not allow the Supervisors in the Disabilty Determinations Services (DDS) to manage their employees more efficiently. Supervisors can’t see data from organizations that they do not supervise, which means that it’s difficult to provide coverage for other Supervisors. They are also disatisfied with the original design for the Unit Overviews. It does not allow them to quickly view the case data or isolate the case data from the unit overview. They also want to see more data regarding the people they oversee.
User Needs
After user research, the Supervisor needs to be able to see data from other organizations. They also need to be able to quickly access data from the overview of the cases so they can dive deeper into what their people are dealing with. Lastly, they need to see more data for their organizations.
The Solution: Workload Summary
After talking with the users, I decided that the utilitizing a Workload Summary would be helpful for the users. This design had already been utilized in another area of the application for the Disability Examiners. This Workload Summary provide Supervisors with a quick glance at the data for their people. They can also see more data than the Unit Overview. In addition, they are able to customize what data they can see using the Customize Layout functionality.
The Solution: Global Filters
In addition to the Workload Summary, I came up with the idea of Global Filters. These filters apply to more than just one individual queue, but to multiple queues. They are divided into two categories: Employee and Organization. This allows the Supervisors to access the data in the queues and the Workload Summary at the Employee and the Organization level. This allows Supervisors to access data from other organizations that they don’t manage, and allows regional Supervisors to view data at a statewide level.
User Feedback
“Thanks Emily. We love the idea of being able to push BI info to sups/analysts summary displays/dashboards.” Feedback from an actual user of DCPS after presenting the designs during a Nationwide User Group Meeting with over 100+ users