Internal Complaint Management System
Designed a platform for Southeast Asia's leading logistics provider. This was an internal product that would be used by multiple users at different levels of hierarchy.
Services
UI/UX Design
Industry
Logistics & Supply Chain
Date
July 2022
The problem
The company was a leading logistics firm with their presence in over 6 different countries across Southeast Asia. Since the company was growing in size and they had pretty strict rules about employee behaviour, they wanted a unified system where any junior employee could file a complaint about any other employee. This would be reviewed by managers.
The problem to solve here was that
They had multiple levels of managers. So it would be a multi user system
There would be frequent back and forth communications happening within these users
A visual problem was that their brand color was red. Since this was usually used for danger states in UI design, we had to solve for that
Figuring out the users & their interactions
Since we had four different users, we went ahead and created a Sequence Diagram to figure out the interactions between these users.
The four different users were
The Complainant
ER Manager or ED Junior Manager
Line Manager
Alleged Employee
Before SKimming through the Sequence Diagram, here are a few abbreviations to know
IR - Incident Report
NOW - Notice Of Warning
NTE - Notice To Explain
NOD - Notice Of Decision
Before moving into the design phase, we also created a user flow diagram that would determine the different screens to be designed.
We kept it pretty rough at this stage and were always open to changing the flow, but this would be the base.
Setting up systems
Once this was figured and all the stakeholders were aligned, we moved into the design phase.
They already had a brand color and logo which was on the red side of the spectrum which is usually a color used for danger states. After looking at some inspiration, we came up with these rules
Use a neutral color like black for all primary actions
Use the red shade as an accent color and just to establish the brand
Employee - Submitting an Incident Report
This is the employee dashboard where they will be able to see all all their Incident Reports (Complaints). They can also proceed to file an Incident Report from this screen.
Line Manager - Reviewing an Incident Report
Another interesting problem was that when a manager views the submitted IRs, they must be able to do two actions:
View the IR details and history of the particular IR in review
Take an action based on the info available on screen
Hence I created a two column layout for the review screen where the manager can view the IR details and take action at the same time.
ER Manager - Reviewing an Incident Report
If the Incident Report is endorsed to the ER manager, they can either revert back to the line manager or send a NOD (Notice Of Decision)
Customization
The managers would also able to add and edit new violations of code of conduct. These could be easily assigned to a case while reviewing it.
