Empathy: I conducted granular research to understand how users initiated and navigated the review process, identifying pain points with the legacy system. I discovered that users were frustrated by the lack of control, transparency, and clarity in managing and commenting on reviews.
Define: Based on the findings, we defined the problem as a need for a more user-centric system. Users wanted greater control over the review process, with the ability to easily track the status of documents and make comments. They also needed features that were role-specific, tailored to the user's responsibilities within the organization.
Prototyping & Testing: IMF developed user flows of the new system and tested them with a group of users. Feedback was gathered to refine the flows, ensuring a smoother experience. The design system was further improved using the Fluent library from Microsoft, which provided consistency and visual clarity across the interface.
Outcome: The redesigned system introduced a more structured review process, with stages clearly defined as Planned, Interdepartmental, and Clearance. This new system was a significant success, offering a more transparent, reliable, and user-friendly experience. The improved Common Review System helped the IMF build greater trust with users, leading to higher user satisfaction and confidence in the product.
Touch points:> New and modernized user experience> Improved departmental review management and online commenting> Includes all review stages from interdepartmental review to management clearance, corrections and deletions> Support for all Fund products, including FSAP, Safeguard Assessments and others> Enabled for all document security classifications, with permissions managed centrally within CRS
