Anchr Software by AXI
Simplifying Complexity
Anchr’s Adaptive Case Management software to effectively model intricate CMMN processes supporting the Dutch Raad van State, the Belgian government, Vlaams Mensenrechteninstituut, and more.
Here's a quick summary of the project:
The client
Anchr (formerly AXI) is a leading provider of CMMN case management solutions, specializing in optimizing complex business processes for organizations and governmental institutions. Their ACM platform offers a centralized system for managing, monitoring, and automating cases, enhancing collaboration and efficiency across various sectors.
Background
Anchr’s Adaptive Case Management (ACM) platform faced significant challenges due to its complexity. Implementing the solution required extensive upfront work, involving intensive discovery sessions with business technologists and analysts from both Anchr and their clients. This process led to considerable overhead and extended implementation timelines. Additionally, the platform’s complexity and restrictions made it difficult for clients to manage and maintain the system independently, resulting in ongoing maintenance demands on Anchr’s resources. Recognizing these issues, the mission was to reduce overhead by simplifying the platform, enabling clients to handle initial setup and maintenance more effectively.
Our role
Research (Qualitative and Quantitative)
UX Design
Interaction Design
Prototyping
Usability Testing
Visual Design
Design System
A11Y Audit
Timeline
3 months (2024)
In partnership with
Sopra Steria & Anchr
Results and outcomes:
Enhanced usability and efficiency
The updated Modeler module simplifies complex workflow modeling, empowering business technologists, analysts, and developers to utilize the ACM platform effectively. This improvement has led to increased client satisfaction.
Notably, the Flemish Institute for Human Rights (VMRI) digitalized its case management system in six weeks, enabling more efficient report monitoring and quicker assistance to victims. Additionally, the Flemish Housing Society (VMSW) benefited from an intelligent e-portal, streamlining processes and enhancing service delivery. The Council of State (Raad van State) and the Service of Administrative Courts (DBRC) have also adopted the enhanced ACM platform, marking significant steps toward digital administrative justice in Flanders. These outcomes demonstrate the redesigned ACM platform’s effectiveness in meeting diverse client needs.
The project goals:
Anchr
How might we:
Reduce overhead in technical support by improving usability and discoverability of ACM’s rich functionalities, ensuring clients can fully leverage its potential.
Shift the load of the initial discovery and set-up towards the client by centralizing information; reduce scattered data, excessive navigation, and reliance on codified language.
Simplify maintenance by introducing intuitive versioning, clearer templates, and immediate error feedback.
The overarching goal was to create an intuitive, efficient, and user-friendly platform that empowers users to manage complex business processes independently.
User-facing
How might we:
Lower the learning curve of CMMN and ACM for clients and internal Business Technologists; making CMMN easier to understand and ACM easier to use.
Enhance trust and confidence in maintaining clients’ environment by improving model readability; providing clear visual flows, comprehensive overviews, and direct error insights.
Streamlining rights and data management, integrating features like datatype creation into templates and simplifying permissions workflows.
Our approach:
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Understanding the project context and business.
Goals:
What is the current situation of the product or service?
What is the future state of the product or service?
What problems can we solve that would benefit the business and the customer?
What problems are given priority to tackle in this project?
We performed various business workshops:
Stakeholders / Scope / Goals / KPI's / Milestones / Risks
Proto-Persona's
Empathy Mapping
Customer Journeys
Priority Matrix
Roadmap
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Research and synthesis of behaviour and expectations of the users.
Evaluation:
UX Audit & Accessibility Audit
Analytics Analysis
Field Research:
User Interviews
Usability Testing
"Competitive” Analysis
“Market” Research
Insights:
Outside-in journeys
Business Objectives vs User
Product Vision
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Conceptual design of the solution.
Architecture:
Information Architecture
User and Task Flows
Wireframing
Validation:
Lo-Fi Concept
Validation Workshops with key stakeholders
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Visualisation and validation of the solution concept.
Visualisation:
User Interface Design
Prototyping
Validation:
High-Fidelity testing with users
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UI kit
Atomic Design; atoms, molecules, organisms, templates, and pages
Patterns and best practices
Angular PrimeOne integration
Global Design System integration -
Functional documentation (components, screens and flows)
Development:
Hand-Over documentation (Figma)
Meeting Hand-Over
Design System in zeroheight (Figma + Angular)
