ComPASS: global collaboration, aligned direction

Feb 2019 ~ Mar 2020; in denkwerk with TÜV Rheinland.
ComPASS: global collaboration, aligned direction

Problem

Collaborative work can be tough when you do not share the same vision… especially when you are 5,000+ altogether across the world!? 🌎🌍🌏

Status quo

TÜV Rheinland is a 145-year-old-and-growing certification service provider for all kinds of technical standards, ranging from 🧸 baby toys to 🚜 heavy machinery. It holds offices worldwide and works with test centres & laboratories across continents.

To guarantee quality and security, products are examined and tested comprehensively at TÜV, often at the best situations in different 👨🏻‍🔬 regional labs. Hence, delegation, coordination & management between divisions are crucial to their success and competitiveness.

Scattered locations and unaligned workflow makes global coordination difficult

But protocols and consensus do not always come naturally. Departments have developed their unique ways of work over time. A shared standard work tool along the international production becomes necessary to bring people and work together. 🙋🏾‍♀️🙋🏻‍♂️🙋🏼‍♀️🙋🏾‍♂️🙋🏻‍♀️🙋🏼‍♂️

Concept

That’s how ComPASS came to life! ComPASS is a workflow platform tailor-made for TÜV’s global business. It accompanies their various teams through their production process and 🧭provide orientation to players on complex projects. From order placement & analysis, labour division & cooperation, to lab tests, reports & follow-ups—every pace is incorporated and taken care of on ComPASS.

Scattered locations and unaligned workflow makes global coordination difficult

Hands-on

As part of the UX/UI team, we met with their international business and technical departments to conduct 🔍 user research. By understanding, analysing and mapping their process, roles and journeys, we identified their bottlenecks & pain points, spotted necessary modifications & alignment, and discovered insights in how to digitise, innovate & reshape their global workflow, all and while attending to their jobs-to-be-done and needs. At the same time, we tried to tactically find the common ground for geographical work culture & habits. Through iterative design and development process, we gradually converted an ambitious idea with complexities into a flexible, scalable collaboration system which not only consolidates their business as a whole, but also tones in well with different team players across the board. ⛹🏻‍♀️⛹🏽‍♂️

We worked in an intercontinental dual-track agile team across seven locations: 🇯🇵 Yokohama, 🇭🇰 Hong Kong, 🇨🇳 Shanghai, 🇹🇼 Taipei, 🇬🇧 London, 🇩🇪 Nuremberg, and 🇩🇪 Cologne. Our major responsibility was design exploration and insight discovery. I also closely worked with developers in the project team to guarantee our concepts’ delivery and end product quality. Altogether we were building the ComPASS platform and simultaneously developing a design system for TÜV Rheinland for their other forthcoming digital products.

Design system for TÜV Rheinland

Result

Higher transparency along the global pipeline, better management & coordination of working teams, closer collaboration between business & technical departments—all towards a stronger service provision, catalysing customer satisfaction. 😄🧭

Courtesy: denkwerk, visual content.