Redesigning Incident Management From Paper Trails to Predictable Workflows

About Project

The Incident Management System (IMS) is a core Quality module used to record and manage unexpected events across manufacturing, QC, engineering, and day-to-day operations. Each incident moves through a structured sequence reporting, assessment, investigation and final QA closure.

IMS investigations were partly paper-based teams recorded details offline first and updated the system later, causing delays, missing information, and inconsistent investigation records. With scattered screens and no guided flow, users struggled to understand and track incident progress.

Seeing repeated delays and inefficiencies, Audree partnered with us to redesign IMS into a fully guided, digital lifecycle where every step is structured, traceable, and easy for QA, Production, QC teams.

About Project

Pharmaceutical

Team

Varun , S.Madhumala

Subscription Category

Quick win

Project start Year

August 2025

Core Business Challenges

Poor User Adoption Due to Outdated Experience

The old IMS screens were cluttered and unclear. Users couldn’t see what to do next, so most steps were completed offline, reducing system adoption and increasing QA workload.

Stuck in a Loop, Slowed by Inefficiency

Investigations moved slowly because teams recorded details on paper first, then re-entered them into the system causing repeated work, missing information, and delayed progress.

Heavy Dependence on Manual Coordination

Teams relied on calls, emails, and handwritten notes, share evidence, and decide next actions leading to confusion, inconsistent documentation, and slow closures.

Heavy Dependence on Manual Coordination

Teams relied on calls, emails, and handwritten notes, share evidence, and decide next actions leading to confusion, inconsistent documentation, and slow closures.

Our Approach

Mapping User Flows to Uncover Hidden Gaps

We mapped the entire IMS lifecycle from Incident Reporting to Assessment, to QA Closure.This helped us identify where users struggled with scattered steps, repeated data entry, missing context, and unclear next actions.

Mapping User Flows to Uncover Hidden Gaps

Designing Incident Management System Into Structured Workflow

We rebuilt the IMS lifecycle by turning a previously fragmented, partly paper-driven process into one structured, guided workflow. Every stage from reporting to assessment, investigation and closure was redesigned into predictable, role-based steps with clear action cues. With unified screens, phase visibility, and consistent documentation, teams no longer struggle with scattered information, repeated follow-ups, or unclear investigation paths.

Incident Management System Software Screens

Simplified IMS Initiation for Faster Reporting

We redesigned the IMS initiation flow to match how QA, Production, and QC teams actually report incidents. Previously, teams wrote details on paper first and entered them later but now, reporting happens directly in a clean, structured digital format.

Clearer forms, guided fields, and upfront validations make it easy to capture complete, accurate incident details right at the start.

Structured Review for Seamless Investigation

We redesigned the IMS interface with clean navigation, making each step from reporting to QA review easy to follow without searching or guessing.

Each role can clearly see:

What was completed in earlier steps
Evidence, comments, attachments, and previous findings
Progress indicators with neat separation of actions
Current investigation status and what comes next

We turned a previously scattered, manual process into a clear, predictable investigation workflow.

We redesigned the IMS interface with clean navigation, making each step from reporting to QA review easy to follow without searching or guessing.

Each role can clearly see:

What was completed in earlier steps
Evidence, comments, attachments, and previous findings
Progress indicators with neat separation of actions
Current investigation status and what comes next

We turned a previously scattered, manual process into a clear, predictable investigation workflow.

We redesigned the IMS interface with clean navigation, making each step from reporting to QA review easy to follow without searching or guessing.

Each role can clearly see:

What was completed in earlier steps
Evidence, comments, attachments, and previous findings
Progress indicators with neat separation of actions
Current investigation status and what comes next

We turned a previously scattered, manual process into a clear, predictable investigation workflow.

Clear Visual Trends for Confident Decision Making

The redesigned Trend Report lets users analyse incidents over any selected time period with a clean, visual breakdown. Everything is presented in a structured, easy-to-read format, helping teams spot patterns, compare timelines, and take informed decisions quickly.

A Cleaner UI for Faster, Confident Decisions

The redesigned UI makes every IMS step easy to navigate. Clean layouts, structured tables, and clear visual cues guide users through investigations phases without confusion.

Results That Redefined Incident Lifecycle

Clearer workflows, structured phases, and guided role-based actions significantly improved reporting speed, investigation quality, and cross-team coordination across all departments.