Objective
The project aims to create an intuitive and efficient signoff process for deploying power platform applications to production, ensuring all necessary governance activities are completed beforehand.
Problem
The governance sign-off process is manual and inefficiency in terms of time consumption, causing confusion for clients and administrative delays. The frequent back-and-forth communication via emails impact the overall productivity of both clients and the administrative team confusing.
Investigation
My research focused on understanding the user flow with the existing process. I used a combination of primary and secondary research methods, specifically focusing on user interviews with stakeholders, analysis of existing documentation.
Read through the documentation of each governance activity
Examined the application details forms
Studied the deliverables for each governance activity
Investigated how compulsory governance activities are determined
Spoke with senior project managers experienced in completing governance activities
Gathered insights on the logic behind selecting specific governance activities based on application details
Existing user flow
Key insights
Lack of clarity
Over 70% of clients struggle to distinguish between mandatory and recommended governance activities, leading to incomplete or incorrect submissions and causing delays in the sign-off process.
Manual document submission
The current email-based system for document submission is inefficient and error-prone. Clients often face confusion about which documents are required, where to upload them, and how to properly link them to the checklist. This increases the risk of lost or mismatched documents.
Inefficient communication
The process involves excessive back-and-forth between clients and admins, with nearly 50% of requests requiring multiple touchpoints for clarification. This leads to delays in finalizing submissions and results in a longer approval process.
Repetitive admin inquiries
Admins face a high volume of repetitive questions from clients regarding governance activities and document submissions. More than 60% of admin interactions involve answering the same inquiries, reducing their ability to focus on high-priority tasks.
How might we
“Streamline the process by providing clear guidance on mandatory and recommended activities based on the client’s project, and automating document submission to improve efficiency for both clients and administrators?”
Brainstorming
Proposed user flow
I mapped out the user flow through multiple iterations, working closely with product managers and other stakeholders to ensure alignment with business goals and user needs before finalizing it.
Solution
The competitive analysis, combined with insights from the user flow, guided me in creating a streamlined design after multiple iterations, ensuring it addressed key user pain points and improved overall efficiency.
Requests dashboard - first time user
The competitive analysis, combined with insights from the user flow, guided me in creating a streamlined design after multiple iterations, ensuring it addressed key user pain points and improved overall efficiency.
Requests dashboard - returning user
For returning users, the requests dashboard enables the user to view their requests, including key information about individual requests.
Submitting a Request - Step 1
The first step of the multi-page form gathers key project details. The design focuses on logically grouped and arranged fields to capture information efficiently.
Submitting a Request - Step 4 (Review)
The 'Review Answers' step in the form prompts the user to check their answers before an API call is made to create a governance sign-off checklist specific to their project.
Submitting a Request - Step 5 (Governance Checklist)
This screen is designed for ease of use, allowing users to upload documents for governance compliance. With real-time status updates for uploads, including errors or omissions.
Update Requested
After a request is reviewed by the DSIU, if more information is needed for approval, the project team is notified and asked to provide updates.
Design system
Layout Grid
The layout and spacing of the request cards and other elements follow the desktop layout grid pattern from the Ontario Design System.
Leveraging the Ontario Design System
Components from the Ontario Design System UI prototyping kit were used to design most of the pages.
New Components
Design and document new project-specific components not present in the Ontario Design System.
Request Card - Iterations to finalise the visual hierarchy
Explored various request card options with different visual hierarchies. Experimented with layout, UI elements, typography, and color to ensure key information is scannable and easy to read.
Requested Card Component
The request card component was essential for organizing content effectively. It was designed to prioritize readability while ensuring responsiveness and flexibility.
Breadcrumb Component
The Ontario Design System doesn't include a breadcrumb component. The component was designed for the project using foundational elements from the design system.
Success Metrics
Based on the insights gathered, several opportunities were identified to improve the app experience and address user challenges.
Time to governance checklist
Current time - 4 hours including back-and-forth emails and meetings.
Result from usability testing - 30min from starting a new request to getting a governance checklist.
Validate Scalable Performance
Assess the system's capacity to handle increased workloads. This evaluation confirms the solution's scalability and robustness for future growth.
Ensure Compliance Precision
Audit accuracy and completeness of governance submissions. This approach verifies that the new system effectively enhances compliance standards.
Takeaways
Prioritize Stakeholder Engagement
Directly involve users to deeply understand their needs and challenges. This approach ensures solutions are tailored to address specific pain points in the governance process.
Simplify Complex Processes
Break down intricate regulatory procedures into clear, actionable steps. This strategy enhances user comprehension and compliance, making the governance journey more manageable.
Embrace Iterative Design
Continuously refine the platform through hands-on testing and user feedback. This method, coupled with leveraging established design systems, leads to more effective and user-friendly solutions.
