WitnessBox

WitnessBox CRM: Defining User Processes to Find Efficiency Gains for WitnessBox 2.0

Modernising Critical Court Support: Redefining WitnessBox CRM for Streamlined Workflows and User-Centred Design
KOMODO team looking at user flows on a screen
Industry

Charity

Platform

Web App

Services Provided

UI/UX Design

User Research

WitnessBox

WitnessBox CRM: Defining User Processes to Find Efficiency Gains for WitnessBox 2.0

Modernising Critical Court Support: Redefining WitnessBox CRM for Streamlined Workflows and User-Centred Design
KOMODO team looking at user flows on a screen
Industry

Charity

Platform

Web App

Services Provided

UI/UX Design

User Research

WitnessBox

WitnessBox CRM: Defining User Processes to Find Efficiency Gains for WitnessBox 2.0

Modernising Critical Court Support: Redefining WitnessBox CRM for Streamlined Workflows and User-Centred Design
KOMODO team looking at user flows on a screen
Industry

Charity

Platform

Web App

Services Provided

UI/UX Design

User Research

Don’t have a lot of time? Here’s what we achieved:

Mapped the entire user process

Identified 6 major challenges and 14 minor pain points to address within the existing system.

Bespoke Visual Report

Jam-packed with a wealth of valuable research output that’s ACTUALLY helpful.

Bespoke Visual Report

Jam-packed with a wealth of valuable research output that’s ACTUALLY helpful.

14 semi-structured interviews

We spoke with WitnessBox users from top to bottom.

14 semi-structured interviews

We spoke with WitnessBox users from top to bottom.

Understanding the challenge

Citizens’ Advice, a key public service, operates WitnessBox, a CRM platform essential for managing witness credentials and court activity. Over time, technical and design issues accumulated, leading to inefficiencies and user frustrations. With internal processes and workarounds hindering progress, the WitnessBox team sought an upgrade.

The research project was exploratory in nature, meaning, the problems users are facing are unknown to the product team.


Given our research brief, we needed user-focused objectives. These were:

  1. Understand how user groups use WitnessBox and how they work with it - What are the processes involved?

  2. What pain points are users experiencing using the current system?

  3. How might WB 2.0 alleviate these problems? 

  4. What features and functionality are required?

Mapping Functionality & Uncovering the Journey

Our Toolset

Komodo set out on a user research journey to uncover user frustrations and reimagine WitnessBox 2.0. A qualitative approach included remote video interviews with five diverse user groups, exploring processes and pain points. This approach allowed us to delve into the heart of the challenges faced. As part of the wider output of the research, our design team created user journeys to clearly illustrate the key points of interaction within the software, depending on the different user groups and the data collected from the research. To address the second objective we applied the research findings to map the moving parts of the current system. By talking to users at every level we built up a clear picture of the processes involved. Clear themes and patterns that emerged from the data allowed us to get a pulse on users’ pain points - this made up the main body of our research findings.

Mapping Functionality & Uncovering the Journey

Our Toolset

Komodo set out on a user research journey to uncover user frustrations and reimagine WitnessBox 2.0. A qualitative approach included remote video interviews with five diverse user groups, exploring processes and pain points. This approach allowed us to delve into the heart of the challenges faced. As part of the wider output of the research, our design team created user journeys to clearly illustrate the key points of interaction within the software, depending on the different user groups and the data collected from the research. To address the second objective we applied the research findings to map the moving parts of the current system. By talking to users at every level we built up a clear picture of the processes involved. Clear themes and patterns that emerged from the data allowed us to get a pulse on users’ pain points - this made up the main body of our research findings.

Mapping Functionality & Uncovering the Journey

Our Toolset

Komodo set out on a user research journey to uncover user frustrations and reimagine WitnessBox 2.0. A qualitative approach included remote video interviews with five diverse user groups, exploring processes and pain points. This approach allowed us to delve into the heart of the challenges faced. As part of the wider output of the research, our design team created user journeys to clearly illustrate the key points of interaction within the software, depending on the different user groups and the data collected from the research. To address the second objective we applied the research findings to map the moving parts of the current system. By talking to users at every level we built up a clear picture of the processes involved. Clear themes and patterns that emerged from the data allowed us to get a pulse on users’ pain points - this made up the main body of our research findings.

The Outcome
The Outcome

Answering Key Questions to Take the Next Steps with Confidence

Answering Key Questions to Take the Next Steps with Confidence

Through in-depth user interviews and comprehensive analysis, we identified 6 major challenges and 14 minor pain points to address within the existing system. Our research and design expertise led to productivity-boosting solutions, including notifications for rejected LWACs and cross-country court collaboration. The result was a clear roadmap for WitnessBox 2.0, aligning features with user needs.

Through in-depth user interviews and comprehensive analysis, we identified 6 major challenges and 14 minor pain points to address within the existing system. Our research and design expertise led to productivity-boosting solutions, including notifications for rejected LWACs and cross-country court collaboration. The result was a clear roadmap for WitnessBox 2.0, aligning features with user needs.

The key outcomes of our engagement were:

The key outcomes of our engagement were:

A visualisation of the complete features and functionality list for each of the personas
A visualisation of the complete features and functionality list for each of the personas
A visualisation of the complete features and functionality list for each of the personas

Marked For Upgrade

Uncovered 19 areas for improvement system-wide.

Flexible Delivery

Research was adapted in line with their new service model.

A Report For All

Provided a bespoke visual report detailing all the findings.

"KOMODO set the bar for all other software agencies we work with."

Scott Painter
Product Lead - Citizens’ Advice

"KOMODO set the bar for all other software agencies we work with."

Scott Painter
Product Lead - Citizens’ Advice

"KOMODO set the bar for all other software agencies we work with."

Scott Painter
Product Lead - Citizens’ Advice

Understand Your Product Like Never Before

Understand Your Product Like Never Before

From exploratory research to understanding how users interact with your product, our research methodology provides the evidence you need to focus on your users. Contact us today to explore how Komodo Digital can enhance your user experience and streamline critical processes.