Introducing advanced compliance case management in EQS Integrity Line

User problems

• One-size workflow: Only one custom workflow per organisation; not adaptable by case type classification.
• Limited value: Workflows exist but are shallow and confusing to set up.
• Complexity gap: Can’t model complex cases that span multiple classifications.
• External work blocked: No structured way to add and manage external investigations for specific cases.
• Poor auditability: Hard to document the full investigation end-to-end in one place.
• Low visibility: No clear stage/progress tracking for a case.

Business problems

• Blocked migrations: Feature gaps (workflows/stages/templates) prevented migrations from acquired platforms such as Convercent and BKMS.
• Leadership-perception gap: Market leader in whistleblowing, but advanced case-management depth lagged enterprise expectations.
• Expansion stall: Upsell/cross-sell into higher tiers slowed without configurable workflows/stages.

Goal

Make Integrity Line the place where complex investigations are configured, run, and audited—without relying on side tools.

Strategy

• Procedures by classification: Admins define workflows per case type; the right one auto-attaches at intake.
• Stage-based progress: Clear steps, ownership, and “what’s next.”
• Form templates at stages: A reusable library that surfaces the right forms at the right moment.
• In-product documentation & collaboration: Notes, evidence, and decisions captured inside the case.
• Migration-first design: Ship enablers first so migrations aren’t blocked.

Phased rollout

• Q1: Migration enablers (Fast Close, Substantiation) + basic procedure scaffold.
• Q2: Form library, first configurable workflow, role/permission rules, auto-selection by classification.
• Q3: Multiple workflows, split/merge with parent–child links, enhanced audit views and collaboration.

How we’ll know it’s working (post-launch)

• More cases auto-assigned to a procedure.
• Fewer off-platform docs/links per case.
• Fewer migration blockers and faster tenant migrations.

Design Sprint in Munich, HQ

We initiated this project with a 5-day workshop at EQS Group’s Munich HQ. This included all cross-functional team members. The agenda for the five days was:

• Day 1: Designers, Product Managers, and domain experts gathered to discuss and understand the advanced case-management process and its requirements.
• Day 2: Sketched concepts, chose the best approach, and held an end-of-day stakeholder review.
• Day 3: Built a realistic prototype and conducted a stakeholder review.
• Day 4: Tested with target customers and domain experts.
• Day 5: Reviewed the prototype and test results with stakeholders and engineers.

Further refinement

With a roughly validated concept, we added more detail and refined the solution. We took two weeks of focused time to detail features such as procedure/workflow configuration, form creation, toolkit management, and how cases will be managed. We aimed for the North Star and considered all possible use cases.

Usertesting

We conducted moderated and unmoderated tests for two user groups:

• Admins, who set up procedures/workflows for each case classification (or groups of classifications) and manage the toolkit, including form templates.
• Case Managers, who manage and investigate cases.

For moderated test conducted 7, where we interviewed and tested our concept with case managers located in US and EU, each for 1 hour.

Impact (pre-launch)