Surging Staff Efficiency for International Scaling on Sensitive File Management
CONTEXT
Xometry often receives US export control regulated orders which requires the protection of specific items from international sharing and viewing. All files that enter the Xometry platform secured; however, many non-US-based employees often need to see customer files to support case management and perform tasks. In order to open non-regulated files, select US staff have to manually review file viewing requests by non-US support staff in Salesforce.
Objective
Create a new experience on the staff-facing platform to simplify the ITAR files management workflow.
Process
Joining the discovery process late, I worked with stakeholders to understand the problem space and come up with the needs of future users. Familiarizing myself with the current flow of unlocking files for GSS support staff via Salesforce, I identified key criteria for file classification: easy task repeatability, ability to correct and remove any classification overlap, and access to detailed information for context on each files within a request.
Outcomes
Working closely with the project manager and engineers, I helped to finalize Phase 1 of the new File Classification Portal experience from start to finish. Next steps include in-depth user testing and documenting all project deliverables for hand off.
Increased efficiency by cutting down file management from 10 hours a week.
Optimize scalability by improving auto-quoting experiences to reduce the amount of manual quotes staff must perform.
Enhancing security through clearer on-platform traceability of ITAR file access to address any escape tracking or data leaks while preparing for compliance and data audits.
Cost reduction through helping to augment US hiring with GSS staff.
