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Streamlining Internal Approval System :
ICICI Lombard 

Project Overview

The Product

ICICI Lombard's Internal Approval System is a web-based platform designed to facilitate the approval process within the organization. This system is utilized by employees across various levels and departments for different purposes, primarily to request and generate memos.

The Problem

The ICICI Lombard Internal Approval System (IAS) comprises two distinct approval systems, I-memmo and I-process, which play a vital role in facilitating efficient decision-making and compliance within the organization. However, a comprehensive understanding of the user experience within these systems is currently lacking.

Objective 

This research study aims to bridge this gap by conducting a thorough investigation and analysis of the I-memmo and I-process approval systems , uncovering user pain points, expectations and providing valuable insights to enhance the overall user journey.

Responsibilities

Research Planning, User Research, Observation, Data Analysis, Documentaion, Collaborative approach, Generate actionable reommendations

My Role

UX Researcher, Research Operations & Communication

Research Methods

Moderated / In-person Qualitative Usability Study, Personas, User Journey Mapping, Brainstorming

Project Duration

300 hours

Tools

Morae, Userbit, Zoom, MS teams, WPS

i-memmo - These requests are about financial permission. Let's say you're working in the company and you need to spend money on something important for your work. It could be buying new equipment, investing in a project, or any other financial decision.

i-process - These requests are about Non- financial permission like to request for a changes in any insurance policy etc. Let's say a customer needs to make changes to an existing insurance policy from ICICI Lombard. Instead of just going ahead, the user uses the internal approval system.

Lets's understand i-memo and i-process

Methodology

Understanding the Users

  • We ( I & team) have decided to include a total of 6 users in our study, ranging from mid-senior level (junior-level employess) to senior level ( Managers, Deparmental heads, Finance & IT heads).

  • This includes 2 participants who are New Users - one as a new user Creator and the other as a new user Approver. By involving new users, we aim to understand their onboarding experience, training needs, and gather insights for ongoing system improvements.

  • This user selection approach ensures we capture a comprehensive understanding of user expectations and pain points, enabling us to enhance the ICICI Internal Approval System for all users.

User Persona (2).jpg

New User

Creator Persona 

Key Findings

  • Unveiled significant bottlenecks in the creator and approval process, resulting in substantial delays and frustration among employees and stakeholders.

  • Revealed instances of duplicated efforts and redundant steps, leading to inefficiencies, wasted resources, and decreased employee morale.

  • Discovered communication gaps and lack of transparency between departments, hindering collaboration and decision-making speed.

  • Both Creators & Approvers expected smooth navigation on the platform with a quick process to raise requests and a seamless process to approve the request in fewer clicks.

Design Phase

  • In the Design Phase, I worked closely with the design team to translate the research insights and recommendations into tangible solutions. Due to confidentiality reasons, I am unable to disclose specific details about the design phase or the designs created for the ICICI Internal Approval System.

  • Please note that while I cannot share specific designs or details, I am more than happy to discuss my involvement in the design process, methodologies used, or any other aspects that do not violate the confidentiality agreement.

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