Challenge

How to be the leading / gold standard in legal management across all Gov companies in Indonesia? One of the biggest challenges that we have to endure in this project is how might we onboard legal staff easily to start adapting the new tool in their daily workflow. This is because majority of them are still enjoying the traditional method of communicating manually through calls, texting and even sending official memos to alert their work progress. We also have to deliver the output design within a time frame of 1 - 2 months.

The MVP that we established as an area of focus are:

1. A well connected and informative tools that functions as an ecosystem

2. Integrated with existing BRI office management tools

3. Detailed tracker for better cataloging history

Users & Audience

26 - 45 years old BRI employees who are loyal and passionate with their job in the legal division whose focused, attentive and careful in managing all important documents

Design Principles

My principles have always been: Customer first, Storytelling, Impactful and Simple. The product needs to be customer first minded catering to their needs. The product needs to connect users through a story they can relate to. The product needs to be impactful for both users and the business. The product needs to be simple enough to use for longetivity.

Research

From the initial brief we were tasked to focus on four features consists of Case Reporting, Contract Monitoring, Officer Worksheet and Lawsuit Management (OSGS). Because we were briefed to develop a new platform we first wanted to find out whether the features are crucial to user needs and that it will benefit their work flow. Therefore, We did Heuristic Evaluation by conducting an FGD for all staffs with different needs and job description, while proceed to a 1-1 interview for more of an elaborative demonstration on performing their tasks in existing tools.

“ BRI Legal division has proposed many solutions to improve their employees work flow, however most of the employees have have difficulties in onboarding due to lack of structure and clarity. ”

Because all features are relatively new (other than lawsuit management) to the employees, we found interesting insights from our FGD. In this session, all BRI legal employees shared their experience when working on case reports and contracts where communication between the business division and legal has not been performing well since the tool they use are whatsapp, email and google drive. Miscommunication causes every single users to lose track on document progress and revised versions seems to be scattered in everyone’s hard drive.

We also identify that all employees require to attach an official memo as a formality to signal other employees that the documents or reports has been reviewed, checked and approved. While this is crucial in the process, it seems that having to attach official memos manually seems to reduce their working time to be inefficient, therefore we need to figure out how might we simplify the official memo process.

Based on the observations that we have seen and recorded, it is clear that BRI legal division needed a standardization in files and document management since legal officers work flow in every division is inconsistent. The reason for this to happen is due to the difficulty of the current procedure and everyone felt that they need to simplify their own, lack of one single source of communication, officers are unable to work and track record details because of multiple tools being used and lastly accessibility is strict amongst different officer levels.

Ideation

We then continued to derive the insights through a 1 week design thinking by developing a user journey map, priority matrix and key insights for the features plan to develop. To sum up the key outcomes of our ideation:

1. For the first year, we will be focusing on the feature Case Reporting, Contract Monitoring and Lawsuit Management since Officer worksheet’s impact is much less than the first 3 features. Although we need to deliver all of the designs, the first 3 features will be more focused on development since its need is urgent to employees.

2. We conduct customer journey mapping to get a better understanding of officers pain point location and to revisit their problems in order to create specific solutions. This activity helps us to get a better understanding in more detail of what goes on during the point of process.

3. The team came up with a concrete working timeline for design and test delivery while in parallel the backend team starts to work on the IT information structure. Not only this will be more effective in delivery, but we can optimize the scale through a fixed design style guide for each screens and conditions.

Once we have all agreed that there are four point that all of the team should consider, we then proceed on building a timeline together and decide on the scope of work in each quarters for every role’s task.

Before developing a customer journey and prioritization, we tried to break down all the necessary requirements of what do the users, legal team and developers require before commencing. We made a draft simple stated persona for our customer journey map so that we can get an idea of who are we designing for. Not only that, but we also place a reminder of the possible features that requires to be applied and how will it fit the time frame on Q1 and Q2 for conducting the project.

In order to design the platform based on the user needs, we need to understand their manual process and how is it going around amongst the users. We’ve learned there are multiple users involved in reporting and contract managing with each users have different roles involve in the process. For case reporting, we’ve learnt that sending, notifying and recapping reports are the most common issue in the current working process, whereas for contract monitoring, we’ve learnt that writing and appointing advisors are the biggest blocker in the working process. Through elaborate detailing with employees, the design team is able to get the insights more coherent and accurate.

Once the user journey mapping has been completed, we’ve generated possible solutions for each pain points to improve the current working process for reporting, contract and lawsuit work management. From these solutions, we apply them to the prioritization metrics to analyze which solutions has the more impact and its more crucial. Based on the priority metrics, as a whole team we decided to focus on Universal data library and folders accessibility for all employees, documentation progress tracker, employees live update and templating system report and contract. Once the features have all been decided and focused, we finalize the timeline for design delivery and each of the sprints will consist of design and testing befor handoff.

Design

When all insights and tasks have been sorted and collected, we continue to Prototyping where we manifested all insights into a rough design mockup and to see if it serves the needs and wants. We explored through black and white sketches, while the development team also supports in providing a mockup also from a technical standpoint with what works and what doesn’t work. Every members contributed on how might the solutions be illustrated and will sit well with the intended layout and structure of the site. We always kept in mind that the design we wanted to build is through templating based so that the process will be simpler and optimal when undergoing development.

Case Report Design Version 1

Contract Monitoring Design Version 1

Lawsuit Management (OSGS) Design Version 1

Officer Worksheet Design Explorations

The high fidelity that we’ve designed based on the sketches are finalized by also adding the interaction screens for each sequences of Call to Action buttons and menus that will exist in the platform. We also provided other micro interaction screens alongside with journey descriptions to help explain all the details to the developers since they will be translating all designs into development. We tried to make sure everything stays consistent after completing the user journey for case report since the rest of the features will follow a similar format but with a different outcomes of files and deliveries.

Usability Testing

Before deployment, we conduct Usability Testing on the mockup to observe if the design suits the users and from there we thrive on reiterating several areas to make sure its highlighted. The new repository site that we tested has received positive feedbacks from legal officers where they felt the new platform helps them to work efficiently and effectively end to end, also they have shared that the user interfaces are clear and understandable to the point that it helps them to navigate around although they also said that they require more exploring time in order to gain a habit. However, they also shared more additional feedbacks where some of their old habits are not applied in the digital format in some areas due to optimizing the process and from system support. Also, some of the textfields that requires users to input are new for users which they implied to add small information interactions so they can fasten their learning habits while using the repository.

Final Design

The new BRI Legal Repository Dashboard (Delegasi) is the first universal database library in a Gov bank for easy accessibility and dispensation with the intent that allows legal officers to flexibly perform tasks in writing case reports, arrange legal contracts and lawsuit managements while also have the chance to reach and communicate with fellow officers who are online in the repository to get easy updates and progress with each of officers work. Inspired by existing repository mechansims such as google drive and dropbox, Delegasi is catered for BRI legal officers from adjusting their current habits and apply them into a seamless digital platform. The design of this repository can now support legal officers with functions of:

A. Open access BRI legal folders for all officers with additional customization of changing privacy senior officers and directors who can access the documents and folders.

B. Seamless fixed reporting and contracting templates for users to work efficiently with projecting a consistent document format that helps officers to memorize the structure of each data.

C. Live updates in the repository and the document itself in order to keep on track of who has updated, edited and accessed lastly in order to solve the problem of officers forgetting or misplacing the documents.

D. Officers worksheet profile for BRI legal division grading and evaluation performance as part of the legal divisions promotional system for officers who wanted to take their career to the next level.

We designed the new repository with mindfulness in prioritizing customers to able work efficiently and effectively without sacrificing their current working habits. The new repository focuses on officers getting the job done through open communication and live collaboration while working on completing the documents. We also wanted to promote the Delegasi platform as the top of mind for legal officers when it comes to managing their work; hoping it would improve their disciplinary and muscle memory for the long run.

Results & Key Learnings

Since the scope of work is very vast, the team has prioritise four tools for development with each tools have its own matrix. Although it is currently still in development, the results we are getting from our usability testing shows that 20 users claims the tool has improved significantly from previous experimentations in the areas of Readability, Accessibility, Clarity and Organizational. Users have also mentioned that the tool has helped them to finally recognize who made the document and track the progress of each documents being well managed in one database.

We hoped to see a 20% increase in productivity and high engagement when the employees are about to conduct their work in the new platform instead of resorting back to their traditional methodology. Hopefully, with the support and commitment of the legal division, the Delegasi Repository can be used by every employees from the main offices to the branches as this platform is catered to serve all employees capabilities.