potential scenarios. This resulted in a schema of how information would travel in
the data system.
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Design of templates (the forms with a set of fields that are used to describe an
entity) and data flow.
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The internal dynamics of the organization, including:
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Levels of information access within the organization (access policy).
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Distribution of tasks and responsibilities: who is responsible for adding or
updating information at each stage of the workflow, which starts with the
raw complaint, as it is presented by the complainant.
To surface this valuable information, various discovery techniques were carried out in
several digital and face-to-face meetings:
1. Database user stories: listening to short descriptions of software uses and
requirements from different user profiles is essential to reach an effective solution.
These user profiles should reflect the variety of tasks performed in the database,
the levels of tech savviness in the organisation, the access permissions, the degrees
of involvement in the database, etc. This project involved very different profiles:
managerial, investigators, communications practitioners, etc.
2. Feature identification: two inception meetings were carried out to identify the
mandatory and desirable features of the database. Participants identified relevant
features for their work individually and then assessed the features identified by the
rest of the team.
3. Elevator pitch: this exercise helped to build a concise statement describing the
target groups, their needs, the definition of the tool and its main functionalities.
These were some of the findings:
a. Target groups: victim, complainant, respondent (the alleged perpetrator),
lawyers, organization’s personnel, etc.
b. Needs: documentation, tracking, statistics, reporting, confidentiality, internal
complaint handling.
c. Tool functionalities: collecting, tracking, research, analysis, labelling,
reporting (statistical outputs).
4