The challenge of this project was to understand how the managers of the US National Park Service (NPS) manage performance of the NPS. This lead us to create a dashboard prototype that includes a Balanced Scorecard, Key Performance Indicators, and Service Recovery. Each area features special metrics of Key Performance Indicators and Key Result Indicators. The dashboard should be used as a tool for NPS managers to make accurate decisions based on information relevant to the company's Critical Success Factors.
Role within project: Team Leader, Researcher, Affinitization and Analysis of Findings and Insights, Graphic Designer, UX Design Strategist.
The following is a quick video prototype showing the aesthetic of the final dashboard.
The project began by conducting thorough research about the NPS' history, goals, parks, services, customer service, customer complaints and reviews, and finances.
After developing a blueprint that captured selected service encounters of the NPS, we learned it would be more beneficial to create mini blueprints of all key services.
Moreover, to determine the service quality of the National Park Service, a fishbone diagram was developed of encounters to pinpoint where the service could fail. These were followed by a couple of interviews with NPS IT management and finances to back up findings and information. With the information ready, a map of Critical Success Factors (CSF) was developed to help identify Key Performance Indicators (KPI) and serve as a core structure. In addition, examples were gathered of how the NPS works toward maintaining these CFS. For example, in order to preserve “America’s Special Places,” the NPS enforces a code of federal regulations. KPI were identified by researching the metrics of NPS performance, allowing the team to understand what factors would evaluate the neccessary progress to meet CSF requirements.
To help define which information was to be reflected on the Balance Scorecard of the dashboard, we utilized six perspectives. It had to reflect almost all components of the NPS and so we focused on employees, customers, environment, finances, business, education and growth.
Finally, paper prototyping helped the team distribute and locate each metric within each part of the dashboard.
For more details and understanding below is a slideshow of all dashboard screens.