Careers Wales
The challenge
Careers Wales needed to implement enterprise-wide single sign-on (SSO) technology for internal staff to streamline access and enhance security. The organization faced challenges in efficiently managing multiple login credentials for internal staff, leading to decreased productivity and potential security vulnerabilities.
My role
I carried out discovery-led service design for the project’s internal front office staff and first—and second-line support staff.
My tasks
I undertook user research sessions at different locations in Wales, established user types, interviewed users, created questionnaires, and performed a heuristic evaluation of work practices. Using a service design blueprint, I mapped out security for all user types and utilised thematic insights to drive positive outcomes.
Outcomes
The project resulted in a comprehensive service design blueprint that addressed security needs and improved user experience. This led to more efficient access management, enhanced security protocols, and increased productivity among internal staff.