Client : BSI (The British Standards Institution)
Project : SURE2 (Digital transformation)
About the company: The British Standards Institution (BSI) is the national standards body of the United Kingdom. BSI produces technical standards on a wide range of products and services and also supplies certification and standards-related services to businesses (B2B & B2C). BSI represents UK interests across all European and international standards organizations and committees.
About the project: I've worked in the Medical Devices department, where BSI helps clients worldwide obtain licenses to sell their products globally. Currently, on the BSI commercial site, clients fill out a form for product and certification details. Despite the existing digital platform's technical constraints, BSI reviews and onboards clients. However, there are challenges: clients resort to emails for document exchange, application tracking is absent, and the platform lacks features. BSI aims to redesign it for a more streamlined client experience. Additionally, there's a need for a digital platform for BSI staff, providing a dashboard for managing applications, assigning tasks, communicating with clients, and monitoring team progress."
I worked with
PMs, Stakeholders, BAs and Developers
I have used
Figma, Miro, ProtoPie, Analytics
Time scale
12 months to finish both projects
Design Team
Just me (end-to-end design), CX/UX lead
Project 1
Client’s Portal / CRM / Dashboard
Overview
It's a digital platform for clients, offering features such as tracking application status, communication with BSI staff, document upload and download, and contract signing. Currently, all communication occurs through emails, which does not meet clients' expectations.
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Customer journey mapping
Identify the issue
Conduct research and gather data
Prioritize issues and define problem statements
Present ideas to stakeholders
Create wireframes for the solution
Develop rapid prototypes
Test concepts with users for feedback and design validation
Conduct workshops and testing sessions as needed
Iterate wireframes quickly and test prototypes
Analyze data before and after implementation to measure results
Collaborate with the Appian development team (No code, Low-code platform)
Collaborate with third-party vendors (Salesforce, Darwin, etc.)
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I am the only designer (Research, testing, Wireframing, Prototyping, Stakeholder management )
+ 1 head of UX/CX (Reporting)
Dev team: Appian developers
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I led the whole design process from start to finish. This included collecting information (through user testing, feedback, and analytics), coming up with and testing ideas, researching users, creating wireframes and prototypes, attending meetings with stakeholders, participating in sprint calls with the development team, and making improvements based on business goals and user feedback.
Stage 1 : Scope & Understanding the issue
I facilitated a brainstorming workshop with the team to uncover issues and challenges experienced by individuals.
The session yielded the following revelations:
Current users can only see 3 applications with tabs.
Modal window with a lot of copy; users cannot click on the completed steps to go back.
Users have to scroll a few times to see the entire page.
The modal window within a modal window.
Users cannot search for a specific application.
Users have no idea about the timescale or status of the assessment.
Users cannot see the communication between the client & BSI.
Users don't know the status of their query.
No branding/visual design approach.
Search & filter by date or application number not available.
Where are the uploaded documents?
Review application before submission is not applicable.
A lot of email exchanges instead of a chat option.
Main Challenges:
Appian is a low-code, no-code platform, but it faces technical constraints.
Stage 2 : Workshops / pain points gathering
WorkshopsSprint planning & workshops
High level journey mapping (Current application process)
Pain points gathering (Stage 1 - High level)
Clients / Users requirements
Having information in one place with drill-down and filter options
Seeing the status of certificates in real-time
Reducing income to eliminate the need to track queries
Getting queries resolved quickly
Timeline and progress information, including open and completed tasks
Elapsed time and expected completion date
Guidance on what to do next
Who is working on what
Spend against quote
Status of queries
Ability to:
Manage resources and plan more effectively
Manage the budgeting process better
Be proactive in managing internal customer relationships
Be more efficient in working with BSI
Respond to changes early and with more confidence
Spend less time looking for information and guidance
Reduce wasted time reconciling and querying invoices
Improve internal audit processes
These requirements have been gathered from research, feedback, and workshops.Business / Stakeholder requirement
Our new journeys are standardised and designed in a modular way to enable scalability, allowing new scheme types or new assessment approaches (e.g. hybrid audits) to be incorporated relatively quickly, by changing business rules rather than the process itself
For every client engagement, a conformity plan will capture all assessment activities in one place and become the overarching control mechanism to ensure that all tasks required from a regulatory perspective are planned, monitored, and tracked.
A digital audit trail will link all assessment artefacts (e.g. documents, decisions, and people) to a client certificate.
Simplified and smarter processes, integrated, scalable & reproducible systems, and accurate management information.
Quickly responding to regulatory change, effectively matching our capacity to demand, underpinned by effective workforce planning.
A solid foundation of plentiful, reliable, well-governed and accessible data.
Branding & consistency across all channels
These requirements have been gathered from workshops & stakeholder interviewsCurrent Platform
Main screen
Client onboarding email
Second screen
Client login screenCurrent user journey (Functional structure)
The current process lacks clarity for clients and proves to be time-consuming. A significant portion of the process relies on manual tasks, which not only inconveniences users but also results in duplicated efforts, such as filling out forms multiple times. Furthermore, the process presents challenges when it comes to raising queries, making it a unmanageable and frustrating experience for users
Target user journey (Functional)
Initial concepts (MVP)
Version A
Version B
I started with simple concepts & wireframes and improved them based on what was needed and what users said. The two versions you see are the final ones approved by everyone. I tested both with our team and clients, and more people liked Version B (55%). Version A also takes more time to build. So, I gave Version B to the team who builds it. I joined their meetings to explain how it should work and answered any questions they had.
A/B test
Future version
Used the new design system to design the components. Part of the Vision 2025Due to technical constraints, the Appian team cannot develop this CRM platform as we intended. Therefore, this concept is a part of the future version or the next phase of the project.
BSI is currently undergoing a digital transformation phase, so they are seeking a clean, minimal, and modern design.
As a result of the signed Non-Disclosure Agreement (NDA), I am bound to present only a limited amount of real-time data.
I can show more screens & user flows during the interview if require
Project 2 :
Staff dashboard / Portal
Overview
It's a digital CRMplatform for BSI associates and professionals, offering features like checking COI status, document upload and download, and contract signing. Currently, all communication happens through emails, which can be frustrating. Every time they need a specific document or contact details, they have to search through emails, and all documents are stored in Excel format, PDF’s and other types.
Client and staff portals connected and i have followed the same UX approach for this project
Key Issues prioritised
1. Not able to assess the workload and manage staff
2. Time & money management
3. CX(Customer experience) issues & multiple portals for single application
4. Avoid depending on email as a primary source
5. No digital environment
6. No transparent application tracking
I have worked with different team members from the business to create the Customer Journey Map, where all team members can see the various touchpoints and interactions customers experience throughout their entire journey with our product or service. This strategic approach has facilitated a deeper understanding of the customer's perspective, emotions, and pain points at each stage of their journey. By identifying crucial moments of interaction, I can optimise and customise our offerings to improve customer satisfaction, loyalty, and the overall experience. The ultimate goal is to create a comprehensive view of the customer's journey, enabling us to make informed decisions and implement improvements that align with customer needs.
Customer journey mapping
I have conducted workshops to collect feedback on the existing portal, identifying key pain points in the process.
Final designs & concepts
I started with simple concepts & wireframes and improved them based on what was needed and what users said.
Version A
Version BVersion CWorked on two distinct versions utilizing different design systems. Version C represents an enhancement to the existing platform, while Versions A and B envision future iterations.
Mobile design (Clients preferred and liked this)Result
Easily Track Application Progress Instead of Relying on Emails
Seamless Communication with BSI Colleagues via the CRM Platform/Chat
Rapid and Secure Document Sharing Between Parties
Reduced Pressure on Customer Service with Streamlined Processes
Effortless Contract Signing through DocuSign
Enhanced Customer Satisfaction: Score Up from 1/5 to 4.2/5
Cost & Time-effective for both parties
Optimised key journeys (onboarding, Chat, Document sharing, Contract exchange, Application tracking, emails etc)
