Improving Efficiency and Collaboration with a Digital Correspondence Management Systems - UX/UI Case Study

Role UX Designer
Team James Joseph (UX/UI), Sheetal Hadagali (BA), Farrukh Anwar (PM)
Company ITFC - International Islamic Trade Finance Corporation (IsDB Group)

Digital Correspondence Management Systems (DCMS) are software systems designed to manage incoming and outgoing correspondence within an organization. They enable organizations to manage and track the flow of information and communication with external entities, such as customers, partners, and other stakeholders.

DCMS typically include features for document capture, indexing, routing, tracking, and archiving. These systems help to automate the process of handling correspondence, reducing manual labor, improving efficiency, and enhancing communication and collaboration across teams.

  • Electronic document capture: Scanning or importing electronic documents into the system.
  • Indexing and classification: Assigning metadata tags to documents to aid in search and retrieval.
  • Workflow management: Routing documents to the appropriate individuals or departments for processing, review, and approval.
  • Tracking and monitoring: Monitoring the status of documents throughout the correspondence lifecycle.
  • Archiving: Storing documents for future reference, audit, or compliance purposes.

Problem Statement

Managing incoming and outgoing correspondence can be a challenging task for organizations, leading to a variety of pain points for users. One of the most common pain points is the time-consuming nature of manual processes, which can be prone to errors and delays. Additionally, without a centralized system for managing correspondence, users may lack visibility into the status of particular items, leading to missed opportunities and further delays. Security concerns are also an issue, as managing sensitive information via email or physical mail can be risky. Poor communication and collaboration between team members may further exacerbate these issues, leading to misunderstandings and further delays. Compliance risks are another issue, with failure to manage correspondence properly potentially resulting in missed deadlines or improperly documented important information. Finally, as an organization grows, managing correspondence becomes more complex and challenging, limiting scalability and making it difficult to scale operations efficiently.

Project Goals

  1. Streamline the management of incoming and outgoing correspondence within the organization, improving efficiency, accuracy, and security.
  2. Create a centralized system for capturing, indexing, routing, tracking, and archiving correspondence, enabling users to easily manage and monitor correspondence throughout its lifecycle.
  3. Enhance collaboration and communication between team members and external stakeholders, improving overall organizational effectiveness.
  4. Improve compliance and reduce risks associated with managing sensitive information, ensuring that all correspondence is properly documented and tracked for audit purposes.

Qualitative Analysis

Research is essential for successful digital correspondence projects. It helps communicators understand their target audience, keep up-to-date with the latest trends and developments, identify best practices, ensure accuracy, and measure success. By conducting research, communicators can create content that is relevant and engaging to their audience. Staying up-to-date with the latest trends and technologies is vital to creating effective communication strategies that utilize the most appropriate channels and techniques. Identifying best practices and successful case studies can provide valuable insights into what works and what doesn't in digital correspondence projects, enabling communicators to create effective communication strategies and avoid common pitfalls. Ensuring the accuracy and credibility of information is essential when communicating sensitive or technical information. Lastly, research helps communicators measure the success of their digital correspondence projects, providing insights that can be used to optimize future communication strategies and improve overall performance.

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User Persona

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Journey Map

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Taskflow

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Wireframes

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Visual Design

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