Presented by Lars Thostrup from Danske Bank at Intranätverk 2016: Malmö, 29 september The HELP Universe won a gold award in this year’s Intranet Innovation Awards. The solution shows how to turn a helpdesk system from an internal perspective to a user-centric experience, that increased the self-help ratio and lowered the number of reports.

1. Danske Bank HELP Universe
Process and methods
Intranätverk 2016
Malmö
29 September 2016
“What's presented
looks so simple that you
know a ton of user-
centered design had to
be thrown at it”
Intranet Innovation Awards 2015

2. 11
Time for a change…
Users
Helpdesk
Why try to help myself –
it’s impossible to find
anything…
Users are lazy!
… they report the same errors again
and again– and we answer the
same thing again and again…
- Why don’t they learn…?!?!
…they choose the wrong form all
the time and waste our time…
– so we have to move all the cases
around so they land in the right
team in Helpdesk
Helpdesk…!
It’s a complete joke,
messy and very
inefficient!

3. 22
• Users send fewer error reports
- especially for known issues
• Users help themselves more – and feel good
about doing it!
• Users feel in control with their own error report
process
Our objectives…
Success requires a
change of user
behavior!
Success requires new
user-centric approach
in the helpdesk.
• A helpdesk that knows and acts as if:
- users don’t know how the Helpdesk is
organized, and they are not supposed to know
- users don’t know helpdesk ‘lingo’ and they are
not supposed to know

4. 33
Card sorting – how the users see the world
Bus
Car
Apple
Milk
Bread
Train
1
Let users talk about a set of
labelled cards
2
Users sort the cards
Apple
Train
Bread
Bus
Milk
Car
Gr. 1 Gr. 2
Users put category name on
groups of cards
Apple
Train
Bread
Bus
Milk
Car
Food Vehicles
3
• How do users understand or interpret the
labels?
• Is the label the right one?
• Language issues?
• Where do users see the same system
and where do they not agree?
• Something we have missed?
Which groups and names are intuitive for
most users?
Lad også afsender
sortere kort
– en øjenåbner

5. 44
Test #1 Improve
prototype Test # 2 Improve
prototype Test# 3 Improve
prototype Launch
Think-aloud test – is this working?
Card sorting was done by Danish employees
- but the system will also be used by employees in other countries…
• How would users understand categories found in Denmark?
• How should the user interface look like?
First-short prototype was tested in Belfast and Helsinki…
Hmm…
Ireland Finland Project teamProject team

6. 55
Result: Categories based on card sorting and UX test

7. 66
Objective
Users report less
errors. Especially
when known
issues.
Send error report

8. 77
Objective
Users send fewer
error reports
Send error report
Starting point

9. 88
Objective
Users help
themselves more –
and feel good about
the process.
Send report Starting point

10. 99
Objective
Users feel in control
with their own error
process.
Starting point
The user can:
• Ask for update on a case
• Add more info – screen
image
• Re-open the case if
problem is not solved
• Close the case

11. 1010
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
ROI – 3.000 fewer reports monthly
2013 2014 2015LAUNCH
Yearly savings
3 mio DKK
Pay-back time two
years

12. 1111
Users’ behavior has changed
Self-help
35%
Reporting
65%
Self-help ratio
9
11
Before After
Processing time at
Helpdesk
(min. pr. report)
SOP
FAQ
Known
issues
Potential
solution
Video

13. 1212
Include your
customer in the team
• Let customer be a part of
card sorting, UX test –
better understanding and
alignment
• Let customer do work in the
project team on an equal
basis – better
communication and
collaboration on problems.
Include your
developers
• Hands off the keyboard –
join UX workshops with
users and customer.
• Developers with user
insights do better
development.
Involve users early
• Stop endless discussions in
the project team by asking
the users early on.
• Spend more time on
analysis and test (UX) –
better quality, better ROI
What did we learn

14. Tack! 
Lars Thostrup
Chief business analyst
Danske Bank - Group IT
lat@danskebank.dk