BP

Industry

Oil & Gas
Project

Risk Assessment Application – Salesforce
Tools

Figma, Lightning Web Components

Team

Project Manager, Business Analyst, bp SME, Engineering
Role

Lead Product Designer

Project Brief

The Risk Assessment (RA) application allows engineers to evaluate risks associated with drilling wells; a risk is considered anything that could involve someone getting hurt and/or has a financial impact. Anywhere from 4-8 people will attend an RA and each assessment can take anywhere from 2-3 hours. Assessment teams meet face to face and virtually to complete assessments. They discuss each risk, everything it involves and determine its impact based on the variables provided. After an assessment the team walks away with a plan of action, which are output as Tasks associated with the RA and a metric (Risk Score) that notates the severity of the risks involved.

What problem are we solving?

The problem user’s are facing is difficulty using the components while engaging in discussion with team members. Users have described the UI as challenging to navigate and un-intuitive. They become less confident in what they are doing and what they are saying because their mind is distracted. I found that many users struggled to focus on the discussion with their peers because they had to fight with the application to add, edit or view information.
What value are we providing our users?

Redesigning the RA app will aid in reducing the time spent completing Risk Assessments. It will also improve the overall RA process by ensuring confidence in getting the right people to attend the RA. A redesign will alleviate the need to manage the UI while facilitating the RA session. Risk ranking scores will receive additional clarity and RAs will receive new management functions and task capabilities.

Research

User interviews allowed me to understand the issues users were having through the entire RA process on a more granular level. I was able to fully understand where they were having difficulty and becoming frustrated with the product and where improvements could be made. Pain points were consolidated based on what would provide the most value for the users and the business.

Analysis

Evaluating the different users and their roles within the application allowed me to understand where they access the application, how they utilize the application and then define commonalities among their needs.

Risk Assessment Practitioners

The largest and most frequent users of the Risk Assessment application. The common thread between all the roles is they build, prepare and attend Risk Assessments. Need a tool that offers easy access to past Risk Events and Risk Assessments.
Risk Consultants

Challenging the Risk Assessment and approach is a key aspect of this role. The tool should offer quick access to past and relevant RAs, support eMoC and other similar processes.
Risk Assessment Approvers

Usually the last people to review the assessment and complete the Risk Assessment process. Need a tool where they can easily pull past RAs, evaluate the credibility of assessment attendees and in-real-time request changes or additional actions before approving a Risk Assessment.
Risk Executioners

Responsible for completing or planning the actions/tasks that result from a Risk Assessment. Need a tool that provides clear reasoning and history behind the assigned tasks.

User Personas

ra-executioners

ra-approvers

ra-consultant

ra-practitioner

Discovery output compiled by UX Researcher

Design & Testing

I conducted two rounds of moderated testing using prototypes and Microsoft Teams. Three users completed tasks based on three testing concepts. Feedback was used to iterate on mockups and provide continuous improvement in usability and functionality. Testing was graded using the System Usability Scale (SUS).

Outcome

There was an 70% reduction in tickets submitted
15% decrease in the time users spent completing the RAs
More clarity was provide to crucial areas – Risk Score and Severity
Allowed users to assign and manage Tasks within each RA

Lightning Web Components

Challenges

No access to UX resources/user testing applications. Usability testing was completed with Microsoft Teams and scores were compiled manually.
Development team had little to no understanding of HTML/CSS and were not familiar with Salesforce’s Ligntning Web Component (LWC)

When I joined the team, the initial release date for the redesign was pushed back due to issues with the UI. At the time, I was unfamiliar with Salesforce; however, I had tons of experience in front-end development. After expecting the code I determined the issue and reviewed my analysis with the PM. I gained developer access, updated the code and we were able to release the previous updates and continue with enhancements. This was the first of many front-end issues that allowed me to wear multiple hats as a designer and front-end developer. I also provided continued guidance to the development team to improve their knowledge and usage of LWC.