Deubner
From publisher to service provider
Deubner Verlag is an important provider of information and knowledge in the tax and legal sector. Once a month, it publishes a print edition - Steufa-Z - with tips and practical aids for tax clerks. In an online portal, the magazine articles and practical aids can be downloaded with the help of a code. Deubner's previous thoughts and wishes for the project:
From publishing house to service provider, knowledge transfer, innovative products, offers for the entire firm, further training.Extent of the projects: From 5 months, 4–12 hrs a week (student project)
Applied Expertise: Service Design | User Research | UX/UI Design
Outcome: Concept for a search portal with analogue button, an interactive and flexible further education programm incl. certificate, a quizz app
Objective
One click to knowledge
Development from a publisher to a service provider with a focus on sustainable knowledge transfer for the entire law firm.
Approach
Easily accessible knowledge transfer for trainees and skilled workers integrated into everyday (working) life
The aim of the project was to motivate and pick up trainees in the transfer of knowledge in order to be able to further promote them as professionals in the future and support them in their everyday work. For an in-depth understanding of the tasks, processes and mindset in the law firm's everyday work, the research phase started with a client panel. I took over part of the workshop preparation and implementation. In the intensive cooperation with the clients, pain points quickly became apparent. In further interactive interviews with employees, these were verified and further supporting information was gathered. From the collected information we derived insights, ordered and grouped them in order to find possible solutions. Subsequently, we realised and visualised two ideas: The search portal and the quiz app.
Selection of work insights
Methods and techniques
Daily routine
The task was to draw the daily routine from the perspective of an assistant tax consultant on seven post-its and to put it in an order. This makes core tasks or frequent tasks of the daily work routine visible. Afterwards, the participants were asked to structure the identified activities of a day into self-defined categories. These categories were also assigned a highlight and a pain point.
Persona
In the client panel, a group created a persona of a tax specialist employee. For this purpose, everyone filled out a profile. These were then compared with each other and a final, exemplary persona was crystallised.
"Shopping-Game"
In this method, the participants each received seven "funds" from their own office coffers. With this money, they were able to buy suitable further training and activities for their office from their point of view as tax advisors. The aim was to find out what the tax advisors consider useful and are willing to spend money on.
Interviews
In groups of two, we went to different offices and conducted interactive interviews with the tax clerks – one interviewer, one observer who took notes. Besides normal questions, there were mood boards, the shopping game, trait cards and one diary per person.
Diaries
The diaries were distributed to interview partners with the request to document their everyday working life for one week. Among other things, the following questions were answered: How do the days of an assistant tax consultant go? What do they do? What is accomplished? What problems arise?
Storytelling
To make the developed ideas and processes more tangible and understandable for the clients, we used storytelling for the presentations. This makes individual steps clear and product essences visible.
Digital Service
Knowledge goes digital
