Strengthening Reputational Risk Control
An application that effectively evaluates the impact of transactions on the organization’s reputation.
Overview
The Reputational Risk team has formally requested a thorough and comprehensive overhaul of their risk assessment application, which has been in use for more than twenty years. This aging system has become increasingly outdated and presents challenges in terms of functionality, usability, and alignment with current industry standards. The team aims to enhance the application’s performance and ensure it effectively meets contemporary risk management needs.
Discovery & Research Phase
We engaged with stakeholders to identify gaps in the journey across various divisions, generate ideas for enhancing the Reputational Risk (Rep Risk) tool to address these gaps, and prioritize the essential features and functionalities for the upgraded tool.
We conducted a design audit by performing a heuristic evaluation on the legacy tool to assess its effectiveness, consistency, and adherence to design standards and user experience (UX) best practices. Additionally, we carried out usability testing to evaluate how easily and efficiently users could interact with the tool. The primary objective was to identify usability issues, measure ease of use, and collect valuable feedback for future improvements.
10+
Usability Testing
100+
Insights
Workflow Mapping
During this time, we leveraged insights from our initial research to create a detailed and thorough map of the entire Reputation Risk (Rep Risk) process, capturing key workflows, pain points, and decision-making stages. This comprehensive outline will serve as a strategic blueprint for developing a more efficient and effective tool, ensuring it addresses critical challenges, improves user experience, and meets the specific needs of various stakeholders across divisions.
Major Challenges Identified
Overcrowded and Overwhelming Interface: The application's interface was cluttered, with excessive information crammed into limited screen space, resulting in users feeling overwhelmed and disengaged.
Poor System Status Visibility: The system lacked clear feedback mechanisms, leaving users uncertain about the progress of ongoing processes or whether their actions were successfully completed.
Deviation from Brand Standards: The design of the interface strayed from the organization's brand guidelines, leading to an inconsistent visual identity and a less professional appearance.
Insufficient Help and Support: Users struggled to find assistance within the system due to a lack of intuitive help features and accessible support resources, hindering their ability to resolve issues independently.
Organizational Silos and Process Inconsistencies: Fragmented workflows and varying processes across departments created an inconsistent user experience, reducing transparency and complicating task completion.
First Draft Screens
We started integrating insights from our research into the initial draft of the new design screens. To ensure that these screens met user expectations and needs, we conducted comprehensive usability testing on the first draft. We gathered detailed feedback on usability, functionality, and the overall user experience. With this information, we revisited the design screens to make iterative improvements and enhancements. This iterative process is essential for refining the design, addressing any issues identified during testing, and ensuring that the final product closely aligns with user requirements and goals.
5+
Usability Testing
50+
New Insights
Disclaimer
Due to a non-disclosure agreement, I'm unable to share project design screens publicly. Please feel free to reach out for more information.
Outcome
The new RepRisk application is user-friendly and offers a comprehensive audit trail for reputational risk escalations. It improves efficiency and consistency by recording and monitoring information in a single interface, enabling oversight and analysis of various cases. Its flexible design allows secure cross-border data sharing and storage of sensitive information with appropriate controls.
Additionally, the application features in-system support and detailed documentation for user assistance, while an enhanced interface improves the overall user experience.
This project is under non-disclosure agreement. Please feel free to reach out for more information.