IBM Design
Document Management
-
SERVICE DESIGN
-
USER RESEARCH
An international oil and gas giant, was reimagining its documents management system for their contractual process
Team
2 designers, 1 product owner, 1 business analyst, 2 solution architects
My Role
Research, analysis, product adoption, design systems, user-training
Timeline
November 2020 - May 2021
Project Goal
To define and implement a global, simplified and standardised customer document management solution across the customer lifecycle - from the point of on-boarding towards contract close out.
APPROACH
Discovering the Ecosystem
PEOPLE
Utilising Generative Research methods to understand different stakeholders.
PROCESS
Decipher the ecosystem of document with an end to end mapping
TECHNOLOGY
Evaluating systems for operations at present with their limitations
"I was involved from the initial stage, to conduct client workshops, interviews and focus groups in order to discover needs and create an array of possible digital interventions in a systemic manner.Later on, I led the effort to implement first phase of the MVP and coordinating the end user training and adoption of the solution."
PEOPLE
To support our client to better understand their users I facilitated 5 workshops, 7 user interviews spanning multiple countries and over 50 client stakeholders.
Also individual interview sessions with 6 different stakeholders to understand the system of documents and their handling.
Our Key Persona study involved :
1. Account Managers ( Commercial and General Aviation)
2. Finance Mangers
3. Legal Advisors
4. Signatories/Signing Authorities
Persona 01 : Managers
Persona 02 - Finance Team
Persona 01 : Managers
PROCESSES
The As- is journey map was the next step where participants helped understand the stages in journey and their multi level informations. We also got to know about their painpoints and key experiences which were bucketed into similar themes following the prioritisation voting for important pain points.
TASKS
PEOPLE
SYSTEM
THINKING
& FEELING
PAINPOINT
PRIORITISATION
TECHNOLOGY
TYPE
CUSTOMER CREATION
TENDERING
CONTRACT
CONTRACT MANAGEMENT
RENEWAL
DEFINE
Synthesising data
DEVELOP
Ideating with tech considerations
Need vs Technology Comparison
DELIVER
Impact
Having signed this piece of work, I led and managed a global teams with the ultimate goal of getting the ‘Conga E-signature’ Platform adopted by ~200 end-users globally across 70+ countries . I was responsible for the end-to-end training experience, training materials, change management and user feedback loop.The images are blurred to comply with the NDA requirements of the project
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of IBM.
Ravi Benetiz
Project Lead
"Ritu demonstrated true initiative, resilience, commitment to the team's success and expertise in your design craft. she also produced beautiful low fidelity screens, to dive deeper into the scenes in your storyboards. In terms of design, you went above and beyond what was expected or even possible with the inputs that we had and a large proportion of the outputs are yours singlehandedly!"
Kelsey Adams
Creative Director
"I worked with Ritu on a challenging design engagement filled with complex requirements and various project and technical constraints. Ritu was a key member of the team, maintaining a positive attitude as she helped to complete deliverables quickly. She has proven herself to be both proactive and a critical thinker."