iLAB, a Group Elephant business specializing in Software Quality Assurance services, was recently appointed by a US Health and Human Services agency to assess a problematic technology rollout, and to provide guidance on improving future system implementations.

Originally designed to improve client data management and strengthen compliance, the new system was beset with usability difficulties resulting – ironically - in operational inefficiencies, increased administrative costs and lower stakeholder satisfaction. Inappropriate infrastructure, limited functionality and a paucity of user-centered functionality hindered adoption, forcing compromises on the agency’s operations.

iLAB’s evaluation revealed that initial requirements were developed with inadequate input from frontline users, leading to a system that simply did not adequately address practical needs.

‘Too often, procurement practices overlook critical requirements and usability’ said Jethro Lloyd, CEO of iLAB. ‘This results in people having to serve systems, rather than the other way ‘round’, he added.

iLAB highlighted gaps in design and implementation, presenting findings to the inquiry panel and IT budget leaders. The recommendations related in large part to user experience, iterative delivery and early-stage quality assurance, for future engagements.