Participatory research to document investigations and improve disclosure workflows
Client
Victoria Police
Timeframe
January 2024 - April 2024
Role
Principal
Engagement
20+ in-person interviews with sworn Victoria Police members across units
“I can't go to my manager and say, 'I need to be stood down so I can go through 24,000 emails.' There are other things I’m here for.”
— Research participant
Objective
To visualise Victoria Police’s current state investigation processes from end to end, to identify roles and responsibilities, touchpoints and impact areas to enable improvements in efficiency, transparency and collaboration.
Methodology
We took a participatory approach with Victoria Police members to get a hands-on understanding of their investigation and disclosure workflows and the challenges they pose.
Laying the Groundwork: We interviewed project executives, sponsors, and knowledge holders. This step was all about understanding the project's context—its history, the hurdles already faced, and the vision for the future. These conversations gave us a solid foundation to build on.
Fieldwork: Next, we conducted over 20 in-person sessions with sworn members from diverse units—homicide, counterterrorism, cybercrime, and family violence command. We didn't just talk to them; we worked alongside them. Through interviews, journey mapping exercises, and on-site observations, we saw the day-to-day realities of their roles, uncovering a mix of shared frustrations and unique unit-specific challenges.
Refining Together: We facilitated workshops where team members could see and refine the findings. This ensured that the journey map and personas we developed reflected their real-world experiences and attitudes. It wasn't just about listening but ensuring their voices shaped the outcomes.
Deliverables
Our outputs were designed to be actionable and adaptable.
Personas: We identified four personas, each with unique goals, behaviours, and disclosure risks, based mainly on how officers manage information and adopt technology.
User Stories: We developed 68 user stories illustrating officers' needs and envisioned improved outcomes. Scenarios consisted of technology opportunities, training improvements, and policy changes.
Journey Map: We created a detailed journey map that shows the interrelationships between actors, activities, materials, processes, and experiences within the investigation process. It offers a high-level view of current practices and summarises opportunities for improvement.
Outcome
Our research helped Victoria Police to understand how investigations are conducted in the field and how this affects information management and disclosure. We discovered that vast amounts of information are generated from various sources, but storage methods vary across crews and stations. In addition, disclosure processes are often ad-hoc, with members relying on outdated or unclear policies. Currently, these ways of working lead to inconsistencies.
We recommended standardising disclosure procedures, improving formal training, implementing better task management tools, and developing a more stable and interoperable data platform architecture.