Creation of Policy or Procedure is a complex process and involves many stakeholders participation in different lifecycles of the document creations. 

 

Every company would have their own individual way on how they approach that process. This was bringing more complexity to understand the steps of the lifecycle.

Challenge

The project was focused on designing a complex platform where users were able to collaboratively create Policy and Procedures.

 

We were focusing on understanding how the process had been done in other companies, what were the challenges they were facing and what were the possible areas we could bring an automation solution for people.

Policy and Procedure Platform

Solution

The solution was to understand what are the steps every company would go through in order to create a document and what are the repeated steps in the way.

 

Based on research and ideation, the design solution was to create an internal platform/software where the steward (typically a person who is in charge of managing and creating the policy or procedure) can stay on top of the process and able to monitor the progress of the document of each step of the lifecycle.

Process

The focus was to have an initial understanding of what the Policy and Procedures are and how they sit in the companies and how often it requires the update or creation of a new document.

Understand

Sit in the companies

Requires

Requires

Interviews

The focus of this interview was to gain a better understanding of the process behind creating Policy or Procedure, who could be potentially involved and what are the key tasks people should undertake in order to progress to the next step of the lifecycle. 

 

We were able to interview some key people of the global bank and understand their inside process and main pain points they would face during the creation. 

 

We also interviewed a person who was involved in the governance process for more than 20 years. She helped us to understand her methods and how would she approach it.

Key Insights/learnings:

Steward is typically a person who is in charge of managing and creating the policy or procedure. This person needs to know which stakeholders are involved and at what stage of the lifecycle. He also needs to get the endorsement of the document before going for approval especially if the document is on a board level of the company.

Lifecycle is a typical way of how people call the process of creation of the policy or procedure. It usually involves 4 stages: Creation, Editing, Stakeholder’s reviews, Endorsement and Approval. After the document has been approved the Steward will be in charge of making sure that policy or procedure is been implemented and followed in a company.

Endorsement and Approval steps of the lifecycle are the most important stage of the document creation. This could require extra editing of the document but it also allows the steward to skip a few steps of the cycle if it is possible.

Competitive Analysis

We wanted to better understand how companies approach the Policy and Procedures process and the research showed us that often bigger corporations would often hire third-party companies so they can update or create the document for them.

 

We had a chance to analyse how that company approaches the process and what is the step they would undertake and what the challenges they would face along the process.

Key Insights/learnings:

External companies would face a challenge of not knowing the company structure well enough and would often miss the one or two stakeholders in the revision step and sometimes not asking right people for endorsement. Because of those mistakes, they would be forced to go back to “editing” steps of a lifecycle and start the process from beginning which leads to loss of time and higher costs.

Affinity Mapping

We wanted to analyse and organise our research findings. We also wanted to revisit user data in case we missed some of the details or misunderstood some of it.

 

This method helped us to have a fresh look at the research findings and we were able to organise our data.

Persona

By reflecting on the research findings and analysis of the data, we were able to identify our persona.

 

It helped us to think as our persona and develop more empathy towards their challenges and goals.

User Journey

Keeping in mind our personas we wanted to understand what is the journey steward would understand in order to achieve his goal. By creating a user journey we wanted to understand at what point the user would face difficulties and how could we improve it.

IA & User Flow

Reflecting on the user and his journey we wanted to create a hybrid between IA and User Flow in order to be able to start visualising the flow of the user and common terms personas are using during the process.

Wireframes

We designed the initial wireframes based on our learning and findings from the research phase.

Testing

User testing showed us that the Endorsement and Approval of the document were not clear enough for the users. 

 

We also learn that the Approval process is typically done the “old fashion” way in the meetings which means that that the documentation and approvals by board members are all done on printed copies and we needed a way to bring all the documentation to the platform in order to proceed to next step of enforcing the policy to the company.

Final

We created a high fidelity prototype in order to create a software feel and look in order to demonstrate it to the customers

Further Steps

  • We needed to create a more detailed dashboard for the Steward to monitor the created document and their enforcing within the company

  • Every document has an option to gain feedback from employees on the document and it has its own date for revision and a possible update of the document. That process is very similar but has few extra initial steps which needed more clarity

  • Link Policy and procedure platform to Risk Management Platform as those two are depending on each other.