MARS
Case management system to prevent and respond to workplace violence
Amazon
May 2022 - Sep 2023
Prototyping, Branding, Accessibility
PROBLEM
Workplace Violence Response
The current system did not meet the needs of threat managers on the Workplace Incident Management (WIM) team.
Scattered Data
Managing a WIM incident involves complex workflows where multiple teams provide updates through various systems, each following their own procedures. This fragmented approach can create communication gaps, potentially leading to delayed or overlooked information. Since each threat manager handles incidents uniquely, having comprehensive access to all relevant data is crucial for effective threat assessment and efficient case management.
Disorganized Intake
WIM reports currently arrive via email, where they compete for attention among numerous other messages, potentially delaying response to critical cases. The high volume of incoming reports demands a more streamlined intake process. By routing these reports directly to the MARS tool, threat managers can access all cases in a centralized location, enabling faster response times.
LOW-FIDELITY
Wireframe
To explore functionality and layout options, I iteratively designed 33 low-fi screens. I demoed these wireframes to customers during the requirements gathering process to visualize our proposed solution and gather early feedback.
FEATURES
Level of Concern
Threat-based concern level to triage and prioritize new cases, and track changes over time as situations evolve.
Notifications
Centralized notifications alert threat managers to important case updates, integrated from various external tools.
Flagged Words
Customizable keyword detection to prioritze critical indicators in new case narratives.
Consultations
Robust documentation of field interactions, while allowing threat managers to link to related cases.
HIGH-FIDELITY
Prototype
After iterating on customer feedback, I designed a comprehensive and fully-interactive prototype of the MARS product, including 140 screens with detailed accessibility annotations. I employed the Meridian internal Amazon design system for consistency and simplified handoff to developers.
PROTOTYPE
Usability Testing
To test the MARS prototype, I directly recruited threat manager participants and conducted 6 1:1 in-person and virtual usability testing sessions of the interactive prototype, following 6 major workflow scenarios. For each session, I recorded and documented contextual user persona data and pain points encountered during the tested workflows. Finally, I wrote and shared a research report document including 22 findings of positive and negative feedback, user insights, and topics for follow-up.
User Insights
Threat managers follow a dynamic workflow that needs careful consideration in the MARS implementation. They currently balance their work between tactical investigations and programmatic duties, with each manager having developed their own unique routines. While MARS aims to be a "one-stop-shop" for case information, managers still want direct access to external services for deeper investigation. Also, the WIM team heavily relies on metrics for tracking case information and threat manager workload.
POSITIVE FEEDBACK
Case Prioritization
MARS unanimously aligns with the mental model of how threat managers intake, triage, and prioritize cases.
Micro-Interactions
There are helpful micro-interactions like auto-population throughout MARS that will contribute to a more efficient workflow for threat managers.
Metrics
MARS offers robust metrics and reporting capabilities that would benefit WIM research and identification efforts.
OPPORTUNITITES FOR IMPROVEMENT
Update Acknowledgment
Reorganize the workflow of acknowledging case updates to improve accountability and maintenance of updated cases.
Persons Involved
Restructure the content of the Persons Involved tab to improve organization and declutter the information presented for each person.
Loss Prevention Contact
Provide easily-accessible contact information of the responsible loss prevention manager for each case.
GAMMA
Usability Testing
Throughout the development process, I routinely worked alongside developers to review code and ensure accessibility standards. Once the MARS gamma site went live, I organized a usability testing study with 6 threat manager users to identify usability issues and enhancement opportunities. After independently conducting the 6 1:1 in-person and remote sessions, I wrote and publicized a comprehensive report detailing a total of 35 ranked usability issues, along with considerations of user context.
FINDINGS
Critical
Error creating case
Error linking cases
Error saving consultation
Error saving recommendations
Error bookmarking case
High
Person search component
Acknowledging updates
Level of concern
Red iconography
Colorblindness
Shared bookmarks
Moderate
My Cases refresh
Time of contact
Robust person data
Search by LP contact
Sheet responsiveness
Consultation titles
Update thread sorting
Generating report
Date picker responsiveness
Accessible titles
Low
"Reported by" field
Finding bookmarked cases
Facility code select
Summary tab
Filter order
AdminDirectory new tab
Advanced search facilities
Case type column
Require country/region
Recommendation notes
Saving recommendations
Dark mode
Rich text editors
TESTING
Accessibility Audit
After launch, I performed a comprehensive accessibility review of the entire MARS website, using both manual and automated testing methods. I identified 37 issues across 8 accessibility issue types, and detailed them in a report which I presented to the development team. To aid in dev resolution, I added accessibility annotations to the MARS prototype. For independently spearheading and conducting this accessibility audit, I received a Bias For Action and Insist on the Highest Standards award from the director of our organization.
FINDINGS
Headings
Throughout the different MARS pages, html heading tags <h#> are absent.
Titling
When browsing the different pages of MARS, the webpage html <title> inside <head> does not change from the generic “Workplace Threat Management”.
Landmarks
Most Meridian components contain semantic landmarks like <nav> and <main> out-of-the-box, but some landmarks are missing or incorrect in MARS.
Labeling
Form inputs and interactive elements should have explicit labels, or alternatively implicit labels through aria that are accessible to screen readers.
Button vs. Link
There are numerous interactive button and link elements throughout MARS that are incorrectly identified as each other, a mismatch from how they are presented visually.
Keyboard Focus
There were two main issues identified with keyboard navigation: (1) visible keyboard focus indicators and (2) keyboard focus as users tab through and perform actions.
Hidden Elements
Throughout MARS, there are a few places where elements aren’t accessible to either keyboard or screen reader, or elements that aren’t visible in the UI but accessible to keyboard or screen reader.
Visual Feedback
There are opportunities where the system can more clearly communicate its status to users.
BRANDING
Logo Design
To establish a recognizable product brand, I designed the logo for the MARS product. I began with early ideation sketches, exploring the themes of a magnifying glass, planet, and shield to represent workplace violence investigation and prevention. I then designed 11 different digital concepts, and narrowed down to 8 options. I presented the logo options to stakeholder and the product team, and incorporated their feedback to make the final logo decision.
Visibility
I used the shape of a magnifying glass to reflect the central purpose of the MARS product; visibility and investigation into workplace violence incidents through intake, triage, management, and updates. The diagonal bars are intended to portray light reflecting off of the magnifying glass, while also resembling bands surrounding a planet.
Modernity
I based the color scheme off of the Meridian design system used for all UI elements of MARS, creating a cohesive brand experience as users browse the website. The gradient and inversion effects give the logo a modern expression, supporting the organization's tenets of innovative and future-forward solutions.
ASSETS
Graphic Design
As needs came up throughout development and after launch, I designed visual assets to use on the website and in digital support media.
