IKM SERVICE PORTAL
Serving the Dutch entrepreneur in a adequate way
IKM is the portal within RVO (Dutch Enterprise Agency) that allows customer service employees to quickly view client-information during their contact with the client. RVO is a governmental organization that handles subsidy and permit applications from companies. My assignment within this project was to improve the user-friendliness and expand the functionalities of the portal.
CLIENT: RVO (Dutch Enterprice Agency)
PERIOD: Mar. 2021 - Apr. 2022
ROLE: UX/UI Designer (freelance)
TOOLS:
Adobe XD, Zeplin and Figma
The challenge
At the moment that I was added to the project team, IKM (Integral Client Information) was a project that made the transformation from the tryout phase to being a full-fledged portal. This meant a significant expansion of the functionalities and the improvement of existing functionalities of the platform. The project team where I was part of was also expanded considerably.
Our approach
In addition to my role (85% UX/15% UI), our team also consisted of 3 analysts. Together with these colleagues, I filtered the information they collected and designed solutions to improve the platform. These designs were tested by us by using prototypes during user tests, this with the participation of a select group of customer service employees (including those from the Agro and Legal Affairs departments). We prioritized the results of these studies and I incorporated these into the relevant designs.
In addition, I also made significant improvements in the field of UI, this in close collaboration with a team of developers. I also took the initiative to develop a design system for RVO. This to improve the consistency of the designs and the efficiency between the different design teams within the organization.
THE RESULT
Search Page
After you have logged in to your account as a user, you'll land on the Search Page. This is the starting point of this platform. On this page you have two ways to search for client information. You can search by number (e.g. Chamber of Commerce numbers) or search by characteristics (e.g. company names, surnames, etc.).
Client Overview Page
After entering the search for a specific client, you end up on the Client Overview Page. On the right hand side, the section with general client information is shown. Next to this on the main area of the page, the "General participation" (Algemene deelnames), "Affairs" (Zaken), "Recent correspondence" (Recente correspondentie) and "Contact history" (Contact historie) sections are displayed. Each with the 5 most recent results within these categories.
Client Detail Page
On the Relation Detail Page you can find the complete information of the client. The default status of the category components are unfolded, but these can be folded manually. The purpose of this is to be able to quickly find relevant information on these pages, which can be extensive. As soon as the employee has handled the contact with the client, the details of the next client can be requested by clicking on "Search" in the menu.
Peroration
When my work for RVO and the IKM project came to an end, the User Experience of this platform had improved significantly and the functionalities had been expanded considerably. As a result, more and more departments within RVO decided to use this application, which was the goal of the overarching RVO management team.
