Overview
This case study highlights one of the many challenges tackled during the redesign of a large-scale BPMS system. The system was developed for a steel factory, serving industrial engineers, the IT department, and management. After addressing this issue, the time required to review process flows was reduced by 2 full workdays, significantly improving efficiency.
Team
Me(Individual Product Designer), Development Team
Date
Jan 2024 - Mar 2024 / 2 months
Category
ERP Design
Tools
Skills
First of all, what is BPMS?
A BPMS (Business Process Management System) is a tool that helps organizations model, monitor, and optimize their workflows, ensuring processes (models) run smoothly and efficiently.
What Went Wrong in the current flow?
In the organization, processes (models) are defined and reviewed by a counselor before being sent to specific roles and employees for approval or rejection. This back-and-forth review can happen multiple times, but the worst part? It’s all done via email and phone calls, making it difficult to track the model’s status and identify responsible roles.
One major issue was the lack of clarity and excessive time spent tracking model’s statuse.
Solution
A tracking feature in the right sidebar of the page. Imodelt lists all assigned roles and individuals, displaying the model’s status with clear icons and colors. Users can easily track review process and respond to referrals—all in one place.
01/
What Did We Learn from Talking to the People Who Faced This Problem Daily?
To better understand the problem, I spoke with those most affected. We conducted interviews with five key users across different roles: two Industrial Engineering Experts, an IT expert, and two managers from the IT and Industrial sections.
What Did We Learn from Talking to the People Who Faced This Problem Daily?
Open-ended research questions required in-depth discussions, making structured surveys less effective. Direct conversations ensured higher participation and faster insights, which was crucial given the project's tight timeline. Interviews also allowed us to uncover pain points that users might not have articulated in a written format.
Key Insights
· Rejected models must be sent back to the previous reviewer.
· Users often add comments along with approvals or rejections.
· The list of reviewers is dynamic—new members can be added anytime.
· Models are shared for either approval or information purposes.
· Reviewers handling multiple models risk missing or forgetting tasks.
· Participants lack visibility into the overall review process.
sometimes even me as a manager do not understand how many times a model has been forth and back between stakholders.
Industrial section manager
02/
How Did We Filter Out the Best Ideas from the Brainstorming Chaos?
We kicked off a brainstorming session, posing a key question: How can we make tracking and confirming model reviews effortless and crystal clear?
Raw ideas fell into two categories:
External solutions: using third-party collaboration tools, manually tracking progress, or even creating a Telegram group for updates!
Integrated solutions: embedding a tracking feature within the BPMS system.
Since users already lived in BPMS daily, an integrated tracking feature would keep them informed in real time, making the review process smoother and faster.
Exploring Similar Systems: To refine our ideas, I explored tracking features across various systems and even studied design concepts on the topic. But ideation didn’t stop there. A simple yet powerful tip I always use in team discussions is visual thinking—when words fall short, sketches speak louder. So, I encouraged everyone to draw their ideas, and I did the same!
03/
What Features Were Essential for Tracking and Collaboration?
We created the wireframe by combining written insights with visual sketches. The system has two main components: first, users who can generate a referral list and add stockholders, and second, stockholders who receive this model to either stay informed or take action on it. The designs for both components are shown below.
03/
Did Our Solution Actually Solve the Problem?
Even after launch, the learning didn’t stop. I spoke with end-users to see how the feature worked in practice. Everything aligned with their needs—except one detail. Stakeholders had to scan the entire list to find the previous reviewer’s comment. It slowed them down. So, we added the last comment directly in the reply pop-up, making reviews faster and smoother.
What Happens When You Bring Clarity to a Review Process?
The review process became four workdays faster, eliminating delays.
86% of users reported fewer disputes, thanks to clear documentation. Collaboration improved, and decisions were made faster.
The Right Research Method Matters
Taking the time to understand users before choosing a research method is key. The right approach unlocks valuable insights, making every conversation more effective.
Innovation Isn’t Always a New Feature
Not every solution requires a complex in-app feature. Sometimes, a simple fix—like a Telegram bot—can solve the problem entirely. Keeping an open mind leads to smarter solutions.
Let Them Vent—It’s Insightful!
Users love to share frustrations, and instead of cutting them off, I learned to listen. Hidden within complaints are real pain points that reveal what truly needs fixing.
