UNIFIED CASE MANAGEMENT TOOL
CLIENT / DOMAIN : INFOSYS / HUMAN RESOURCES
Project Description
About Client
Infosys is a global leader in consulting, technology, and next-generation services. Headquartered in India, Infosys delivers business and IT services to enterprises worldwide. The company is known for its innovation in digital transformation and commitment to employee well-being, making it a key player in the global IT services landscape.
Brief
Infosys needed an internal platform to streamline the submission and management of employee grievances. The HR Grievance Portal was designed to ensure confidentiality, automate the routing of grievances to the appropriate HR teams, and track resolutions. The platform aimed to enhance employee experience by reducing response times and improving HR efficiency through service-level agreements (SLAs) and actionable insights.
Objectives
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Develop a structured and confidential platform for grievance submissions.
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Automate the routing of grievances based on HR domains and predefined rules.
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Implement SLAs to ensure timely resolutions and provide insights to improve HR processes.
Design Process
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User Interviews & Surveys
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Task Flow Mapping
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Low-Fidelity Prototyping
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Usability Testing:
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Design System & SLAs
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High-Fidelity Prototyping & Final Testing
Overview
The HR Grievance Portal is a sophisticated digital solution designed to empower employees within the organization to effectively raise and manage grievances related to various specific topics. This user-friendly platform streamlines the grievance submission process, ensuring that employees can express their concerns in a structured and confidential manner.
Seamless
Effortlessly streamlines grievance submissions and routing for a frictionless user experience.
Intuitive
Designed with an easy-to-navigate interface that empowers employees to manage their concerns with ease.
Insightful
Offers real-time visibility and actionable insights to enhance transparency and drive smarter resolutions.
PROJECT
Service Level Agreements (SLAs)
We integrated SLAs to manage and monitor response times for grievance submissions. This feature helps track the time taken by HR personnel to address and resolve issues, ensuring accountability and transparency within the system.
Admin and User Screens
To address the needs of both administrators and regular users, we designed distinct screen layouts. Admin screens focused on comprehensive management functionalities, such as reviewing submissions, assigning grievances to specific HR personnel, and tracking SLAs.
Multiple Flows
We accounted for various scenarios—such as grievance submission, escalation, feedback loops, and case resolution. This holistic approach enabled us to design a portal that could handle diverse situations while ensuring that the user experience remained smooth at every step.
CUSTOMISABLE DASHBOARD
Personalized Widgets: Users can add, remove, or rearrange widgets on their dashboard. These widgets may include recent grievance updates, pending tasks, performance metrics (for admins), or a quick submit option (for employees).
Role-Based Access: Both admins and regular users have tailored dashboard views. For administrators, the dashboard may include an overview of pending grievances, SLA tracking, and team performance. For employees, it highlights their submitted grievances, current status, and any pending actions on their part.
