Corrective Action Management

New Feature | Mobile + Desktop

Giving users a way to address violations that occur during a health inspection

Overview

Teams worked with
Product, Business Operations, Customer Success, Platform Engineering

Deliverables
Competitive and user research, sitemap, product spec doc, user flows, Figma design files, interactive prototype, user testing plan, user onboarding walkthrough and materials.

What is a Corrective Action Management system?
A corrective action management system (also known as “CAM”) is used to address the root cause of a mistake or problems that occurs during a process. In the world of food safety, corrective action plans are created to address violations that occur during a routine health inspection. The goal of corrective actions on the Food Safety Insights (FSI) platform is to allow store-level managers to fix a problem that can be documented and looked over by corporate food safety leadership.

Problem Statement

”How might we allow our users to assign corrective actions to be completed at a store level when they receive a violation during their health inspection so that it can be captured and stored alongside the health inspection data.”

Process

Research

In order to better understand the needs and current process for capturing corrective actions, we conducted user interviews. We learned that our customers have various ways of monitoring corrective actions either through spreadsheets or having individual stores send them emails explaining how they’ve addressed violations that occurred during their last inspection. We also did a competitive analysis and looked at other platforms which capture corrective actions including third-party audit platforms our customers use to prepare for upcoming health inspections.

Define

Different types of users
In order to account for the different user types that a corrective action workflow affects, three separate account types must be considered:

Workflow

Three main workflows were identified as must haves for the first release of corrective actions on the platform:

1. Creation and assignment of corrective actions, both automated and manual

For each health inspection that happens a corrective action should be able to be created for each violation that occurs. In order to make the corrective actions management feature as successful as possible, an automated process was requested by users, as well as the ability to manually turn on/off and assign a corrective action

2. Reporting around corrective actions

Because of the nature of corrective actions we needed to find a way to report the status and share what stage a corrective action was in so full users could follow up with assignees to make sure a corrective action was completed.

3. Responding to and completing corrective actions

Lastly, creating a seamless way for assigners (full access users) and assignees (limited or guest access users) to be alerted to and to respond to a corrective was important. Designing email alerts and easy access to the platform was necessary to launch corrective actions on a store level.

Design

The design process began with exploring various design opportunities through lo-fi sketches. One of the biggest challenges was figuring out how to connect a corrective action to a violation on an inspection page. I explored using a new page view, a slide out or a a pop-up to show a corrective action. Ultimately I decided on a pop-out modal that could be opened from an inspection details page so that a user could engage with a corrective corrective action seamlessly without having to leave the inspection page. This also allowed for the entirety of a violation to be captured in a card view so that a user could see the complete details on a violation before assigning a due date and assignee.

I then moved to hi-fi designs using Figma and built out an interactive prototype for testing.

User Testing

We scheduled user testing sessions with our customers. I created a testing plan and had them click around a fully built out prototype. Users were asked to complete certain tasks such as assigning new corrective actions and setting up triggers to automate the corrective action process. From this testing, I learned that some of the workflows were confusing and I decided to add in some new elements including a status icon to show what stage a corrective action is in and redesigning the way triggers could be set to be more clear.

Testing Plan

Deliver

Impact

• Multiple large name restaurant brands now have a way to track what actions they have taken to address violations that occur during a health inspection at a store level

• Corporate level food safety teams can track and monitor how stores are improving after an inspection

• Adding corrective actions to the platform has doubled the account value for some of our biggest customers including Target and Del Taco

Next Steps

• Allow for bulk assign of corrective actions across regional/store level

• Allow a user to be able to reassign to a new user