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SYSTEMS DESIGN

Mine Management System

A system designed

for the Responsible Sourcing Assurance Programme to manage ASM mines throughout their membership lifecycle. 

BRIEF

Design a digitalized client management system that is driven by rapidly growing registered members located throughout the pilot country, Sierra Leone. The collaborative mine management platform aims to ensure and monitor the implementation of the GemFair artisanal small-scale mined (ASM) standard programme and creates opportunities for businesses to leverage data, address user, business and sustainability goals. The platform is an integrated system that involves many entities including partners, operation teams and services.

MY ROLE

Lead Product Designer 

Project Manager

Team Lead

System Design is an advanced form of design practice where multidisciplinary teams apply human-centred design and work with the entire system's components, partners, processes, data and industry experts to deliver sustainable solutions. (Nur Karadeniz)

THE PROBLEM

The mine management system was unable to accommodate a rapidly growing business and led to the worry of jeopardising GemFair’s assurance programme

The number of mine sites is growing rapidly, from 14 to 100 plus sites in a year which exceeds what can be tracked manually (paper-based).


Lack of efficient methods causes insufficient communication between teams in Sierra Leone and London.


The system is incapable of capturing and tracking the data that the business requires.


Buyers and auditors have little insight into the status of a mine site when purchasing diamonds.

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How might we create a sustainable and scalable system while the training programme is not yet refined and allow users to adjust and iterate along the way?


How might we create an easy and adaptive step-by-step migration tool for users from cross-functional teams?


How might we build a customer relationship management system for an unstructured but emerging sector (ASM)?

CHALLENGES

How might we remotely manage a growing business in emerging markets and rural areas?

MY ROLE

I led the design and project management for the client management system. I created new ways for the apps to work and implemented a sustainable and scalable practice that helps the team with collaboration and assists the business in implementing best practices.

I conducted user interviews to understand the pain points and uncover the gaps throughout the user journey. I also facilitated several brainstorming workshops. 

User insights & ideation
System design & coordination

I designed across and collaborated with three platforms' stakeholders and users to create a system that provides a connected and seamless user flow.

Cross-functional collaboration

I facilitated several workshops dedicated to bringing in cross-functional teams into the design process. Collaborating with different professions brought wider perspectives and new ideas.

I planned the project with the users' needs in mind while aiming to meet the business goals. Partnering with the Lead Engineer, we prioritised and negotiated features for launch and beyond.

Planning & Scope definition
Design Execution & Validation

I led user testing sessions along with the engineering team to evaluate the design decisions. I prioritised the tasks according to user feedback and negotiated features for launch and beyond.

Leadership & Strategy

I presented the design to illustrate the vision and the direction of the project to gain buy‐in from executives, stakeholders and the engineering team. I provided stable direction and guidance through a change in the team members.

 

DISCOVERY

KICK-OFF

Get everyone on board

Problem statement / Project scope / Vision / Business value

I started the project with a kick-off session to ensure the whole team was aligned with the problem that we are facing and aiming to solve. I then presented some preliminary design concepts to the team, to turn the abstract idea into a shared vision to illustrate the future direction we are heading together. Then, along with the team, we agreed on project scope and high-level product phases that will contribute to business value.

It was essential to include the whole team in this meeting to get people’s feedback from different functions. The meeting's goals were to make sure everyone’s voice was heard, ensured people were clear with their roles in the project and reach agreement on the roadmap.

VISION

High-level goals

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Ability to manage and track the full membership lifecycle.

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Includes miner engagement in participating in the GemFair ASM programme.

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Keeps relevant stakeholders informed with timely updates.

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Digitalises data entry to manipulate data better and provide insights for business strategy, and to give decision-makers relevant analytics ideas.

EMPATHISE

Stakeholder interview

Started by interviewing all the stakeholders to understand their current workflows and pain points.

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PROGRAMME/OPS

The Programme Manager has primarily developed the GemFair membership programme, and the OPs team execute the agenda and reports back to the Programmer Manager. The two, therefore, are the primary users of this system.

 

The interview uncovered the most significant pain point is the lack of monitoring and communication tools to help the Programme Manager to oversee the implementation of the GemFair standard programme. Due to various events (outreach, onboarding, training and spot check) happening in different locations with different teams, there were no sufficient tools for the OPs team to manage, keep record or report.

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Everything required manual input and heavily relied on memories and verbal communication. 

Information generally got lost and there was no centralized portal for recordkeeping.

VISUALISE THE PROBLEMS

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From the interviews, insufficient communication and lack of visibility of the GemFair programme implementation were the most significant pain points. Hence space for a transparent and continual discussion was needed.

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BUSINESS DEV

From a business dev point of view, it is key to understand the traction of miners showing interests in joining GemFair (lead) in becoming GemFair members, then further downstream, in selling their products (diamonds) to GemFair. Through the AARRR traction metric, the business can understand how to improve the performance from the data we gather through the designed system.

The product thus needs to be able to capture all the representable data points to be able to help the business in developing strategic plans.