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Design-driven development: case actions

Chakravarthi Pottim, 2 minute read

This article is part of Pega’s Design-Driven Development series, in which we showcase design thinking in action. This article discusses a solution implemented in Theme Cosmos on Pega 8.6 only.  

 

Today’s busy environment facilitates quick sharing of information, often via different channels. With Pega, users can access a case in multiple ways— for example, users can receive a link to a case from a teammate via email.

When receiving and opening a case link via email prior to Pega 8.6, users did not have access to certain features, like the search button, preview options, or the ability to complete additional actions on the case. Similarly, when users clicked a case link in an email notification alerting them of a mention, they also didn’t have access to available actions. They could only view the case information. In both instances, if users wanted to edit the case, they had to enter Agile Studio separately, search for the case, and then make edits.

But users receiving case links have certain expectations about what they can do. We knew the experience could be improved to meet those needs, so we made changes to the way case links work in Theme Cosmos on Pega 8.6.

To make the process of editing a shared case contextual, we implemented the URL mapping feature into the shareable links and notification emails. This allows users to directly open and edit a case from links they received (if granted editing access).

In the end, this solution helps users in two ways:

  1. It lets them save time by accessing case actions faster. They simply need to press a link to directly edit a case
  2. It adds convenience for users. They can stay in their workflow to make actions on a case that was sent to them

What can be improved? How does the current implementation affect users? What are the user needs? What will meet those needs and how?  At the end of the day, by listening to our users, we were able to evolve to meet their changing needs. It all comes back to design thinking, and creating user-centric solutions that make work easier for your end users.  To view the full step-by-step process on how to configure the URL mapping solution, view this post on Collaboration Center.

 

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About the Author

Chakravarthi Pottim is associate architect for Pega Agile Studio at Pegasystems

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