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UX design Portfolio

Child Welfare and Support Portal

FACS — Child Welfare & Support Portal for NSW

NSW Department of Family and Community Services (FACS) approached us (Unisys Global Services), for the Design of their online child safety portal. The project was huge which dealt with us designing the entire product, which consisted of about 10 portals and about 300 different screens. This was a $100 million Project based on child protection system .

After successful completion of this project we built a Child Protection System/Portal for the States Govt. of Mississippi, Ohio & Michigan.

Team : UX Designers (4), Business Analyst

Devices: Web, Mobile, Tablet

Duration: 9 Months

Child Journey

Getting to know the Child Welfare System, Personas — Child & Case workers

User Interviews, Diary Studies and Site Visits

We interviewed more than 140 caseworkers, Caseworker managers, Children of various demographics for a period of 5 weeks, trying to know about the work they do, the kind of problems they face when they are working on a case and how their typical work day looks like.

User Journey , Personas , Pain points and Opportunities

This System support children’s age-appropriate development before they become involved with the child protection system. Family and Community Services (FACS) provides and funds support services for children, young people and their families. 

Child and his circle

Primary Personas

Portals and tools which we envisaged and Designed 

1. Reporter Portal

Reporter is be a self-managed online facility. Reporters already have access to tailored information that suggests actions for how a reporter should respond to their event through the Reporter website. This process is based on embedded decision making which should help reduce the volume of calls to the Helpline.
 

Advantages : Through this portal, there will be online reporting and a simpler method of capturing pertinent information relating to the event being reported. It will significantly improve the quality and speed of information sharing between FACS and reporters with automated status reports as the report/case transitions through the child protection pathways.

Personas
Features
  • Provides guidance to the mandatory reporter throughout the reporting process

  • Suggests appropriate actions and resources for non-ROSH reports

  • Able to access status, outcomes and updates on previous report

  • Provides mandatory reporters with a history of their reports

Information Architecture
Reporter Portal Design
Cards representing the Cases & Reports
2. Single View Portal

The single view will provide a snapshot view of a client record that can be accessed by FACS caseworkers and, in time, other stakeholders including government and non-government organisations, extended family members, carers, and significant others who are involved and authorised in the care and wellbeing of the child.

The single view will be responsive to the user’s role and would present information and functionality relevant and pertinent at that point in time. The single view will act as a window to the ChildStory eco-system surfacing relevant information from a diverse set of systems in a user-friendly format.

Advantages 
 

  • Child — Able to share photographs and diary entries with my family, Facility to chat to family members about things happening in my life, Information available about support available to me

  • CaseWorkers: Quickly access a child’s record when out of the office, Able to know the latest activities in the child’s care, Snapshot view of who else is involved in the child’s care

Personas
Information Architecture
Single view Portal Screens
3. My Organizer

Caseworkers, managers and directors need to organize their day, discuss matters relating to cases, and work to the current practice policies and guidelines.

My Organizer will enable workers to manage their tasks and time better, so they can spend more time with families thereby creating better outcomes. My Organizer will provide a dashboard including their to do list, current status, progress and reports on their caseload. My Organizer enables caseworkers to view notifications about their cases when out in the field.

Advantages :

CaseWorker

  • A personal assistant style dashboard to organise the day using calendars and alerts

  • Able to view a snapshot of each case through the case status summary, which can help caseworkers be clear about what needs to be done

  • Up-to-date policies and procedures

Manager

  • Able to see live data about their team’s caseload

  • Access to resource management

  • Aids workflow management and assists with reporting tasks

  • Provides access to applications that support casework, policy updates and — business news

Personas
Information Architecture
My Organizer Screens
4. You Portal

YOU is the website that will provide a secure interactive space for a child or young person. It will enable a better sense of the child or young person’s ‘pulse’ (through age-appropriate content), as well as guiding them through the process of developing life skills in preparation for leaving and after care. It will also support interactive case planning, the capture of their Life Story (digital suitcase) as well as social media tools for interaction.

Advantages

 Life Story is a therapeutic tool that details the stories and milestones for children or young people in out-of-home care. It allows them to participate in planning, provide a lifetime view of their story and enables them to add photos, videos and documents to keep forever, which mark milestones in their life.

Personas
Information Architecture
You Portal — Screens
  1. Child Portrait / Avatar and custom background 

  2. Timeline

  3. Filters for the timeline

  4. Slide in mood capture tool

  5. Feedback features (e.g. Contact Visit feedback)

  6. Simpler version of landing page for younger children

  7. Notifications/changes since the user last logged in

  8. Area to help the CYP understand what the CYP Portal is, who has access to their information, etc…

5. Carers Portal

The Caring Community website enables carers, families, significant others, and service providers such as teachers to add and view content about children in care. The more information carers know about a child before they come into their care, such as their trauma history, likes, dislikes and routines, the better they can support the child’s transition. The Caring Community will provide parents and carers with information and referral support as they’re often not aware of the support services they can tap into (such as parenting programs or mental health counselling).

It’s important for birth families and siblings to know what is happening in a child’s life. The Caring Community will enable parents and carers to access and easily update medical information such as allergy info, current medication and vaccination status.

Advantages

Family

  • Able to add information such as the child’s birth details, photos, stories and memories for Life Story work

  • Provides an opportunity to give input into their child’s case plan

  • View and update information on their child’s history, family, health, education etc

  • Access to resources and referral services for themselves

Caseworkers

  • Gather input from family members and carers to inform child’s case plan

  • Organise family contact visits between family members and carers

  • Prompt family members and carers to contribute to Life Story work for a child

Personas
Information Architecture
Carers Portal Screens
5. Field Assessment Tools

For caseworkers to do their jobs more effectively we needed to remove the desk-bound nature of the existing system. The field assessment tools will be specifically for use when in the field.

Caseworkers will have the ability to capture information from various inputs including voice, images, text, video and engagement tools. This information will subsequently be available in the case management system, negating the need for laborious data entry when returning to the office. Caseworkers will have the ability to complete assessments and provide an evidence-based decision for the child or family.

Advantages

Caseworkers

  • Able to capture information in the field and automatically upload to the system

  • Able to conduct assessments in the field and capture a child’s or family member’s digital signature

  • All engagement tools, referral information and practice resources are available digitally in the field

Personas
Information Architecture
Field Assessment Tools Screens
6. Interactive Knowledge Capture

The interactive knowledge capture tool enables workers to engage and gain information from children and young people in a fun, interactive and age-appropriate way. It can be used to educate children about the situation they are in and what is going on around them.

It facilitates the capture of the child’s emotional state, ways to discuss their relationships, future plans, hobbies, possessions and culture, using avatars and pictures.

The tool also provides a valuable way for workers to discuss tasks associated with the child’s case plan.

Personas

Advantages

Caseworkers

  • Provides a non-confrontational way to engage with children and young people

  • Gathers information from children and young people in a non-intrusive way

  • Better information to inform decision making

  • Gains engagement from children and young people in decision making

Screens