internal system design
Community Feedback Mechanism (CFM)
Revolutionizing Community Communication and Feedback for Aid and Development Projects
company
industry
Humanitarian Aid & Development
company size
10,000+
timeline
2023 - Current
CFM is IOM’s unified platform for capturing and managing community feedback, assistance, and referrals—streamlining communication, saving time, and shaping smarter, more accountable programming. By closing the loop with communities, we move from messaging to meaningful engagement—together, on the frontlines.
role
I’m the lead and sole UI/UX Designer, handling everything from ideation, user journey to design execution, UX copywriting, and design system creation.
cfm is for
Humanitarian field staff, community engagement officers, and affected populations in crisis-affected regions.
problem
IOM lacked a centralized, standardized system to manage community feedback, referrals, and communication across channels.
This led to fragmented responses, lost information, and slow action—especially during emergencies. The absence of a secure, unified platform to log and act on feedback posed ethical, operational, and reputational risks. As donor requirements grow stricter and humanitarian budgets tighten, the need for streamlined, accountable, and data-driven communication systems has become urgent.
Ultimately, CFM aims to be the central platform for tracking and managing community feedback
CFM aims to be the central platform for tracking and managing community feedback, assistance, and referrals—streamlining information management to improve efficiency, accountability, and responsiveness. By capturing real-time data, it informs program design and strategic decisions, ensuring IOM's actions are grounded in the needs and voices of the communities we serve. This system saves time, improve outcomes, and ultimately save lives.
what we did
- Clear dashboard of feedback cases
- Faster, more organized case management
- Build community trust through transparency
- Donor compliance + internal reporting made easier
Built for rapid deployment
In emergencies, time is critical. That’s why CFM is designed to be quickly deployed across missions, enabling teams to start capturing and managing feedback almost immediately. As an open-source platform, it’s built to support and strengthen local capacity—helping missions improve response, coordination, and accountability when it matters most.
Built for flexibility and scale
CFM’s modular design makes it easy to adapt for different countries and contexts. With reusable components, a design system, and configurable workflows, missions can quickly tailor the platform to their needs. It supports multi-user access, role-based permissions, and complex processes—making it ready for both rapid emergency deployment and long-term use.
Streamlined Workflows, End-to-End Efficiency
CFM centralizes every step of the feedback and referral process, putting everything users need in one place. Designed for efficiency, the system automates repetitive tasks, reduces manual work, and streamlines workflows—freeing up teams to focus on what matters most: responding to communities.
Minimal training required
We make sure that all the information and support users need is organized, documented and easily accessible whenever they need it. In addition to direct assistance, our system features interactive onboarding flows, an extensive FAQ, and a comprehensive help center, providing users with all the resources they require.
Interoperable with other systems
It is interoperable with other systems and apps, ensuring seamless integration such as a dedicated CRM app for field data collection that synchronizes effortlessly with the main system, enabling real-time updates and streamlined workflows.
Designed for coordination and communication
CFM enhances collaboration through built-in tools that keep teams aligned and informed. Whether in the field or at HQ, users can stay connected, coordinated, and ready to respond through these features:
task dashboard
Our dedicated dashboard provides a clear overview of all assigned and completed tasks, allowing users to effortlessly track progress and stay on top of activities at a glance.
COMMENTS SECTION
Each case features a dedicated comments or discussion section to facilitate real-time collaboration.
email notifications
To ensure everyone stays informed, we offer a rangeof email notifications for various purposes, keepingall stakeholders updated on their cases.
Insightful dashboards for smarter decisions
CFM’s real-time, filterable dashboards turn community feedback into actionable insights—supporting program design, reporting, and strategic decisions. Built with modular components and a flexible design system, they adapt easily across missions. Each dashboard is clear, engaging, and tailored to help teams respond faster and stay accountable.
Design system to manage design at scale
To support CFM’s growth across multiple platforms, we built a design system of reusable components, patterns, and guidelines. It enables rapid, scalable development, reduces strain on design resources, and ensures a unified, consistent experience across all modules.
ACTIVITY HISTORY
Our activity history tracks every change, including who made it.
NOTIFICATIONS
In-system notifications alert users to updates as they occur, ensuring continuous visibility and smooth communication.