A thorough user testing and prototyping process led to the design and build of a nationwide charity case management system, called SAM
SAM (the System for Advocacy Management) is a case management system designed for OPAAL, which is a charity specialising in advocacy for older people. They run a national project in which 11 other charities participate. As part of their participation, they need to log their advocacy support activity and outcomes onto SAM, so that OPAAL can generate reports to demonstrate to funders (Macmillan, Big Lottery, etc) where the money is being spent. They looked to us for our system development services to help with this.
The project is now 4 years old, with SAM being in its third major version. Over the years an ongoing user-centred design and testing process has ensured the system has stayed easy to use and appropriate to the changing needs of the project. When we came to build the latest version, we sought feedback and input from all organisations that would be using the system after the first prototype had been produced. This feedback was then collated and we produced a list of changes and additions for OPAAL to sign off.
Once the initial system development was completed, we delivered a training and feedback workshop, which generated a similar list of changes. This process is now ongoing, with a SAM working group communicating regularly to provide feedback, which is then acted upon by Huddle. Documentation has also been produced for the users of the system including in-app help and printable training guides.
“SAM will be easier and quicker to use.”
“I feel much better equipped.”
“Very good at explaining and taking on board comments.”
“Patient, understanding and helpful.”
“Informative and enjoyable day. Thank you”
– Usability test participants from varying charity organisations
We provide a considerable amount of ongoing support for both OPAAL and the 12 organisations around the country that use SAM now the system is live. This includes responding to users for system support, fixing bugs, making additions and tweaks to the system, and consulting on strategy of how the system fits into the larger project and how it can benefit everybody involved.