SELP MIS - A Web-Based MIS Application for Real-Time Project Monitoring
This case study reviews the SELP MIS Platform, a tool created to streamline legal and social support for survivors. The platform integrates case management with social empowerment modules to enhance service delivery and empower officers to work more efficiently. We will explore the key challenges, solutions, and lessons learned during its development.
the problems we set out to solve
Before the SELP MIS Platform, legal support was managed through fragmented, paper-based processes, leading to difficulty tracking incidents, inconsistent data, and delays. Limited digital literacy among rural officers created dependency and inefficiencies. The need was for a simple, predictable digital workflow that ensured legal compliance, transparency, and empowered users with minimal technical skills.
The Vision Behind the selp mis platform
Improve Operational Efficiency
Automate and streamline case management processes for faster response times.
Enhance Service Quality and Effectiveness
Automate and streamline case management processes for faster response times.
Strengthen Strategic Decision-Making
Enable leadership with data-driven insights and analytics for resource allocation
Increase User Adoption and Satisfaction
Ensure that the system is intuitive and user-friendly to increase usage among low-tech users.
the challenges we overcame
The main challenges arose from both technical and emotional barriers that affected the users' ability to adapt to the new system
User Fear and the Digital Divide
Officers feared that adopting a digital system would threaten their jobs due to low digital literacy and reliance on paper-based workflows.
Balancing Simplicity with System Power
Balancing the need for a powerful case management system with simplicity for first-time users posed a design challenge.
Designing for a High-Stakes Environment
The platform had to function in rural areas with unreliable internet and power, requiring resilience to avoid reverting to manual processes.
Empathy-Driven, Design for SELP
Officers
In-Depth Interviews & Field Visits
We conducted interviews and field visits to understand the challenges faced by SELP officers in rural areas, gathering insights from their interactions with paper-based systems and case management.
Emotional Barrier — Fear of Job Insecurity
A key discovery was that fear of job loss, due to low digital literacy and reliance on operators, was a major barrier to adoption.
Low Digital Literacy & Operator Dependency
Rural officers, unfamiliar with computers, relied on external help for data entry, causing hesitation and anxiety about adopting the digital system.
Shift in Approach — Focus on Empowerment
We shifted focus from efficiency to creating a user-friendly system that builds confidence from the first interaction, empowering users and reducing anxiety.
Design Goal — Empower Officers
The aim shifted to empowering officers with an approachable, intuitive design that helps them feel in control while managing cases.
The Iterative Design Process
We focused on quick iterations and user feedback, refining the design to be intuitive and user-friendly. This approach led to a functional, empowering platform for officers.
How We Solved the Challenges,
A User-Centered
Approach
Simplified Incident Collection
To ease data entry for officers with low digital literacy, we simplified the process into three steps: Incident Info, Informer Info, and Location Info.
Automated Incident Assignment
Manual case assignment caused delays. Location-based algorithms now auto-assign cases, streamlining workflow and speeding up handling.
Stepwise Case Progression
Cases followed four stages: Court Case, Another Sitting, Out-of-Office ADR, and Time Extension. We provided clear prompts for consistent updates and daily progress tracking.
Guided Workspace for Day-to-Day Updates
We designed a dual-panel layout to separate case review and action. The left panel serves as a scannable case file, while the right panel offers a guided, conversational workflow, making tasks feel logical and step-by-step.
Design Goal — Empower Officers
The aim was to empower officers with an approachable, intuitive design that helps them feel in control while managing cases.
progressive disclosure to
reduce
cognitive load
We used progressive disclosure to reveal steps only when needed, preventing overwhelm and making the platform more approachable for officers with limited tech experience.
creating a predictable and
forgiving
experience
We used progressive disclosure to reveal steps one at a time, helping officers focus on tasks without feeling overwhelmed and making the platform more approachable for those with limited tech experience.