Background

OneGP is a mobile application, designed for Grameenphone employees as a part of digital HR initiative, to unify and optimise HR services through providing artful digital experiences enabled by modern technologies.

Grameenphone is the leading telecom operator in Bangladesh with nearly 84 million subscribers–a joint venture between Telenor, Norway and Grameen Telecom Corporation.

Problem Statement

Grameenphone was running all the HR services through desktop based legacy systems, for example– applying for business trip tickets and accommodation, budget approval for projects, office procurement, employee health insurance management, out of office engagement, meeting room booking, locker services, employee directory, network quality feedback and many more. The operational cost of these disparate systems were relatively high considering their efficiency and substandard user experience. Employees were reluctant to use them due to their confusing user journeys, low usability, item find-ability etc. and therefore, they ended up calling fellow colleagues or HR people to resolve any issue.





One major requirement of this project was to make these services more usable and self-guiding to eliminate all dependancies. Secondly, many of these services required on the fly decision making and approval from 

the top management which means they should be accessible from mobile devices as well. This unification of services and improved experiences were supposed to increase employee engagement, throughput and satisfaction that would eventually lead to the deployment of HR analytics for better management and utilisation of HR data.

Strategic Requirements

The key strategic requirements were:

1. Reducing operational cost
2. Reducing dependency and inspire self-service
3. Enabling mobile decision making for top management
4. Improving employee engagement and satisfaction
5. Improving experience for HR people and the process
5. Unifying disparate systems and the sources of user interaction data
6. Deploying analytics for better management and utilisation of HR data

Design process

After an initial inspection, we figured that the legacy systems were not designed keeping the user’s comfort in mind. The user journeys and interactions were the products of few system developers and they couldn’t go beyond their rigid computational thinking. Therefore, we decided to adopt

a user-centric mindset, re-design the whole system from ground up and divided the whole work process into 4 phases:

In the research phase, we collected all the SRS and BRD documents from the respective stakeholders. Together with that we also went through all the user journeys, one to one interview with the stakeholders to understand the functionalities and what tasks do the users want to accomplish with these systems.

Later, we started with the new journeys and interaction concept and develop it further to a fully working prototype.

Methodology and Framework

The research started with analysing the tasks or goals that the employees need to accomplish by using these legacy systems. This also provided us with the ideas of how inefficient and difficult were those tools. In addition to that we also looked into the SRS and BRD documents and prepared the list of task features (product backlog). The one to one interviews were arranged with respective stakeholders to clarify system architecture, specific queries and elicit desired requirements.

In the design phase, we used KJ method to develop requirements pattern and categorize them under specific system. we also analysed the use cases and scenarios to inform the situational opportunities and constraints into the design. Based on these, the new user journeys were mapped with the human factor principles in mind. Later, the developed prototypes were tested with the real users and the feedbacks were incorporated in the next version.

Based on the requirements research, we separated the systems as meta-categories and listed the relevant tasks under them. This was the basis for the primary structure of the new unified system. As you can see, the first row of each column represents one meta-category and the associated tasks under them that are consistent and scalable.

Initially, these following modules were set to combine under one robust mobile application-



1. Approval Management System
2. Business Trip and Accommodation
3. Employee Directory
4. Important Contacts
5. Utilities–Meeting Room Booking, Password, Locker Services etc. 


6. Out of Office Engagement
7. Health and Insurance Services
8. Transport services– Commuter pick

 and drop
9. Safety and Security Services
10. Network Quality Feedback

Approval Management System

Approval management system (AMS) is the portal for creating request for a budget or agreement on a topic and send it across people from top management asking for their recommendation or approval. The scenario can be imagined like a meeting room where someone raises a concern and asks for recommendation or approval from other upper management members present around the table and it reaches upto the CEO for final decision. This traversing creates an approval chain starting from the initiator to the last executive. Before approving or rejecting a request the approver can ask for more information or forward the request to someone who is more suitable for recommending. If someone is on vacation, it is also possible to set a reliever for making decision on behalf of that person.

The user stories for the AMS were listed as below–





1. As an employee, I can create new requests and attach various documents with it.
2. As an employee, I can add approver or recommender based on organisational hierarchy and
create a chain known as–"approval chain".
3. As an employee, I can edit the approval chain, add new approver and place before/after anyone.
4. As an employee, I can see the full approval hierarchy list.
5. As an employee, I can see the status of approval lifecycle.
6. As an employee, I can view all the requests(created by others) where they have to give a decision.
7. As an employee, I can ask for more information to the peers if necessary before making a
decision. 


8. As an employee, I can see and read the information provided by others.
9. As an employee, I can see all the requests that they are in CC'ed with.
10. As an employee, I can see the requests and their status after they have provided a decision
11. As an employee, I can search through the previous requests archive
12. As an employee, I can see the lists of previous requests that they approved or recommended
13. As an employee, I can see all the previous requests that they created
14. As an employee, I can see all the previous requests that they were CC'd with
15. As an employee, I can see all the previous requests that were shared with them
16. As an employee, I can filter requests based on creation date, keywords on request subject,
description and reference
17. As an employee, I can filter requests based on approved or rejected.
18. As an employee, I can create vacation rule, name it and add a reliever for that period. 


19. As an employee, I can view all the previous vacation rules.

Health and Insurance Services

Grameenphone provides health benefits for their employees and family members (parents and spouse). If an employee visits any GP designated hospital for consultation or hospitalization, he/she can claim the amount by submitting necessary documents. In OneGP, an employee can check his/her medical outstanding, information of all designated hospital and contacts, add new family members and the status of the claimed amount.

The user stories for the HEALTH were listed as below–





1. As an employee, I can access out patient information.
2. As an employee, I want my Out patient balance.
3. As an employee, I want to know maximum amount for consultation.
4. As an employee, I want to claim out patient adjustment.
5. As an employee, I need to know what is the next step to get the insurance.
6. As an employee, I need to know the maximum coverage for this disease.
7. As an employee, I need to know the maximum room rent covered by insurance.
8. As an employee, I want to add my dependent.
9. As an employee, I want to delete my dependent.
10. As an employee, I need to know how to pay in a specific hospital.

Few more screenshots from other modules–

If you are curious to learn more about this project, kindly send us an email. We will get back to you within 3 business days.