Mission Effectiveness,
USAF Business Systems
Problem
Many systems in the Air Force are perceived as difficult to work with, unproductive and sometimes even as a blocker to performing the mission. The program offices responsible for these systems are usually not measured, incented or (in some cases) funded appropriately to deliver a level of user experience that is even acceptable.
Solution
A platform to track user feedback about Air Force applications and provide situational awareness at all levels. Identify which systems need to improve in terms of user experience and how to improve them. Inform targets, incentives and funding. Enable benchmarking or comparison vs external systems. This is now coupled with other tools to drive applications to improve, including policy, acquisition guidelines, and more.
Impact
System Usability Scale tracking has provided the necessary data to drive improvement of several systems, including the Fitness Management System, Evaluation system, Decorations system and others. This situational awareness has also informed some large programs of the investment they need to make in User Experience in order to prevent their redesigns from scoring badly on release. This has also encouraged new systems such as Digital U to deliver an even better User Experience by listening closely to their users and making improvements to get better results.