How might NAVEX enhance its EthicsPoint hotline reporting system to encourage more employee engagement and reporting?

Introduction

To enhance NAVEX's EthicsPoint hotline reporting system and encourage more employee engagement and reporting, we need to carefully analyze the current system, identify pain points, and develop innovative solutions. I'll approach this challenge by examining user segments, analyzing pain points, generating solutions, and proposing metrics for success.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking about the primary use cases for EthicsPoint. Could you help me understand the most common types of reports submitted through the system?

Why it matters: Determines which areas to focus on for improvement Expected answer: Harassment, discrimination, and financial misconduct are top categories Impact on approach: Would tailor solutions to streamline reporting for these specific issues

• Considering user behavior, I'm curious about the current engagement levels. What percentage of employees typically interact with the EthicsPoint system in a given year?

Why it matters: Helps gauge the scale of the engagement problem Expected answer: Around 10-15% of employees engage with the system annually Impact on approach: Low engagement would suggest focusing on awareness and accessibility

• Regarding pain points and position, how does EthicsPoint currently compare to competitors in terms of user satisfaction and feature set?

Why it matters: Identifies areas where we can differentiate or catch up Expected answer: EthicsPoint leads in feature set but lags in user satisfaction Impact on approach: Would prioritize user experience improvements over new features

• Thinking about company alignment, what are the key metrics NAVEX uses to measure the success of EthicsPoint, and how have these metrics been trending?

Why it matters: Ensures our improvements align with company goals Expected answer: Report volume, time-to-resolution, and user satisfaction are key metrics, with mixed trends Impact on approach: Would focus on solutions that directly impact these metrics