DentsplySirona Intranet Project - OPS / Production

Overview

The Migration Project is an internal website used by employees to access basic information, update shipping information, and submit forms for various issues, such as computer or network problems. Currently hosted on a server that needs to be decommissioned, the migration to a new server presents an opportunity to not only update the technology but also improve the user experience. The project aims to redesign the forms and applications, making them more user-friendly and efficient, while also ensuring that the code base is easier to maintain. By improving the functionality and usability of the website, employees can more easily access the information they need and submit requests for assistance, improving the overall efficiency of the company's internal operations.

Previous Internal Website

Research

The main objective of the research is to understand the pain points and challenges that customer service and warehouse users face when using the current website. The research should also identify the specific features and functionality that users need to improve their productivity and efficiency.

Target Audience

The research will target customer service and warehouse users. These users have different needs, so it's important to identify their unique pain points and challenges. Customer service users may have issues related to shipping, while warehouse users may have issues related to computers or printers.

Ideation

Based on the feedback from customer service and warehouse users, it's clear that there are some key features that should be included in the new website to improve its usability and effectiveness. One idea is to enhance the form functionality to improve communication and streamline processes between customer service and warehouse users.

First, we can improve the form functionality by including a notification feature that sends a direct notification to the warehouse when a customer service user completes a form. This will help to ensure that warehouse users are aware of changes in shipping information or cancellations in real-time. In addition, we can enhance the form functionality by allowing warehouse users to notify IT or OPS in case of any errors they encounter when using the application service level. This will help to ensure that any technical issues are addressed quickly and effectively, minimizing downtime and disruptions in warehouse operations.

Finally, we can add a new functionality to the form generation process to allow certain groups to be copied on generated forms. This will improve communication and collaboration between different teams, helping to ensure that everyone is informed of important updates and changes. By incorporating these enhancements into the new website, we can improve communication and collaboration between customer service and warehouse users, streamline processes, and increase efficiency. These enhancements will help to ensure that users can complete tasks quickly and easily and will help to minimize errors and delays in the warehouse operations.

Methodology

To achieve the research objectives, a combination of qualitative and quantitative research methods will be used. These may include:

• User Interviews: In-depth interviews will be conducted with a subset of customer service and warehouse users to gain a deeper understanding of their needs and challenges. These interviews will be structured and will focus on specific topics related to website usability, features, and functionality.

• Usability Testing: Usability testing will be conducted with a group of representative users to evaluate the website's usability and identify areas for improvement.

Design/Development

The Design / Development Internal Web Project involved migrating an internal website to a new server and updating it to work with the latest versions of Windows Server, IIS, PHP, and MySQL. As part of this update, we also took the opportunity to rework the forms and applications to improve their functionality and make them easier to maintain.

We used PHP and MySQL to develop the back-end functionality of the website and used CSS3 and Bootstrap to maintain a consistent and modern design across all pages. We also conducted extensive testing with end users to ensure that the website was easy to use and met their needs.

Overall, the Design / Development Internal Web Project was a success, resulting in a website that was faster, more efficient, and easier to use than the previous version. The updated forms and applications also helped to improve communication and collaboration between different teams, streamlining processes and increasing efficiency.

Launch

Maintenance / Expected Outcomes

The research will provide a clear understanding of the pain points and challenges that customer service and warehouse users face when using the website. This information will guide the design and development of the new website, ensuring that it meets the needs of these users and improves their productivity and efficiency. The research will also provide a baseline for future evaluations of the website's usability and effectiveness.

• Monitor the site for any issues or bugs
• Conduct periodic user research to identify areas for improvement