Overview:

At Tag Naor, a plastic card printing business, an inefficient paper-based system caused frequent miscommunication between departments, leading to operational delays and printing errors.

After receiving complaints about confusing handwritten notes, we transitioned to a digital PDF workflow, which improved clarity and collaboration.

This case study focuses on how we applied User-Centered Design to create a solution tailored to the needs of the team while maintaining their comfort with familiar tools.

The Problem:

Tag Naor relied on handwritten notes that were written on printed workflow papers. These papers were then passed between teams in marketing, design, and operations.

This caused frequent misunderstandings, as handwritten notes were often unreadable or easily misinterpreted. Errors in printing specifications and lost information resulted in costly delays and reprints.

Challenge:

The team expressed concerns over the paper system, noting it caused issues such as confusion around notes and difficulty tracking work status. I recommended digital tools and cloud-based solutions, but they were deemed too technical for the team. As a result, the CEO opted for a simpler approach: using PDF files stored in the cloud.

Design Process Breakdown:

We chose to focus on a User-Centered Design approach to ensure the solution addressed the team’s specific needs and comfort level with technology. The goal was to move from paper to a digital solution without overwhelming the users.

Understanding the Users' Experience:

We conducted interviews and observations to understand how employees interacted with the current system and what frustrated them the most. The issues they raised included difficulty reading others’ handwriting, confusion over work status, and the inability to track edits made to the work instructions.

Specifying User Needs:

The employees needed a solution that would allow them to communicate work instructions, track the status of tasks, and collaborate easily across departments. Crucially, the solution had to be easy to use and accessible for non-tech-savvy staff.

Designing Solutions:

Based on user feedback, we designed an editable PDF template. It allowed employees to input clear, legible instructions and track changes directly in the file. We chose PDF for its familiarity and ease of use among all staff members.

Evaluating Solutions:

We tested initial versions of the PDF workflow with small groups of employees, gathering feedback to refine the template. Their input helped us improve the usability, ensuring the final version addressed the team’s needs and preferences.

Workflow Evolution:

Throughout the project, we developed multiple versions of the A4 PDF workflow template based on feedback from the team. Below are the key stages of the workflow’s evolution (from newest to oldest):

Outcome:

The transition to the collaborative PDF workflow was a success. The new system reduced errors, improved communication between departments, and allowed the team to track progress more easily. The familiar PDF format minimized the learning curve, and employees were able to adapt to the new system quickly.

Results:

• Improved Clarity: No more confusion over handwritten notes.

• Increased Collaboration: Employees could now easily edit and track tasks in the shared PDF.

• Higher Efficiency: The team could complete tasks more quickly, reducing operational delays.

Conclusion:

By focusing on the specific needs of the employees and utilizing a familiar tool, we were able to design a solution that streamlined the workflow without overwhelming the team.

This case study demonstrates how User-Centered Design can drive meaningful change even with simple, low-tech solutions.