Project Compass
HB Hub review for Project Compass
Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple
A review of the HB Hub intranet: where staff look for CRM help today, where the Compass Assist rules should live, and three options for a better site.
- The Compass Assist rules page states the Q-05 answer: drafts of complaint responses are allowed, the complaints officer edits and sends, drafts are labelled (change C-5). Updated v0.2 from T5
- The rules page shows the guardrails gate as Fri 9 Apr 2027, moved from Fri 26 Mar (change C-3). Updated v0.2 from T5
- Business bankers: Compass Assist off at go-live and opt-in in week 3 after go-live (change C-4). The pipeline template tile is retired because the pipeline is pre-loaded. Updated v0.2 from T4
The site at a glance
What stands out
- The Hamlink guide is still the first CRM help a staff member finds, and it describes screens that are being retired.
- Staff have no single place to look. They use the guide, the procedure documents and the mailbox.
- The AI use draft does not mention Compass Assist, so staff cannot find its rules.
- Bankers keep their own copy of the pipeline template, which is the habit the project has to change. Updated v0.2 from T4
Where the Compass Assist rules would live
One page on the Hub, Using Compass Assist, under Customer service and linked from the home page. Risk and compliance own it and set a review date.
- It may suggest answers, draft case notes and draft written complaint responses. The complaints officer must edit and send, and drafts are labelled. Updated v0.2 from T5
- Contact centre, branch, complaints and CRM platform staff have it at go-live; business bankers opt in in week 3 after go-live. Updated v0.2 from T4
- The guardrails sign-off gate is Fri 9 Apr 2027, moved from Fri 26 Mar. Updated v0.2 from T5
The rules also appear in a banner inside Salesforce and in the role one-page guides. Background reading: Trailhead: meet the Einstein Trust Layer and Trailhead: promote responsible and ethical agents.
Who may change the wording after go-live is not decided. TBC: owner of rule wording It follows Q-02.
- HB Hub home
- CRM help (Hamlink)
- Raise an IT ticket
- Call-handling procedure
- Complaints handling procedure
- Branch forms
- Pipeline template
- AI use at Hampton Bank
- Training sign-up
- Customer service page
- Contact centre quick guide
- Complaints category list
- Escalation contacts
- Customer remediation tracker
- Knowledge article requests
- Shift roster
- Branch network page
- Open an account guide
- Referral to a banker
- Month-end close guide
- Branch rosters and Easter trading
- Privacy and data handling
- Regional branch connectivity help
- Business banking, Policies and forms, and IT help pages: not yet clicked through
Home
A 142-page guide from 2019 with no search. Replaced by the job pages; the tile becomes a page-has-moved link.
Works for every role. Stays, with a Salesforce access request category added.
Two versions and no owner. Policy stays; screen steps move to the contact centre job page.
Two tiles open the same file. Stays as policy and the Salesforce timers are set from it.
41 paper forms, six with more than one version. Most retire once guided onboarding is live.
Bankers keep differing personal copies. Retired; the shared pipeline replaces it.
A six-page draft that does not mention Compass Assist. The rules page replaces it for staff.
The form behind it is closed. Replaced by the nomination form and the training schedule.
Customer service
The Parramatta copy differs by two pages and shows Hamlink. Replaced by the agent one-page guide.
Not clicked through. The list due Fri 5 Feb 2027 becomes the Service Cloud categories.
Current for two of three teams. Stays and links from the agent job page.
Owned by Operations and not clicked through. Stays outside Salesforce.
Goes to an untracked mailbox. Replaced by article requests in Service Cloud.
Works for team leaders only. Stays and is used to plan release for training.
Branch network
31 pages of paper steps in two versions. Replaced by the guided onboarding job page.
Emails a shared mailbox no one tracks. Retired; the referral record replaces it.
24 pages, not clicked through. Needs an update once dashboards replace paper checks.
Current. Stays and links to the training schedule so branches roster the first block.
Current. Stays; the Compass Assist personal data rule refers to it.
Not clicked through; risk R-10 relates. Stays, with a Salesforce category added.
Options for a new site
Option A is preferred. The lean version borrows the signpost idea from option C.
Option A: task-first
Best for staff who arrive with a job to do. Short paths to common tasks, and a task tile links straight to a job page. Effort: medium.
PreferredOption B: process-first
Best for managers who think in the five processes. Frontline staff must know the process name first. Effort: medium to high.
Option C: slim signpost
One page with six links, the lowest effort, but the library keeps its duplicates. Good for Wave 1 as a first step.
Side by side
| Question | Option A: task-first | Option B: process-first | Option C: slim signpost |
|---|---|---|---|
| Where does a contact centre agent find CRM help? | On a Handle a contact tile that opens the agent job page. | Under the contact centre enquiry process. | On the signpost, which links to the learning plan. |
| Where do the Compass Assist rules live? | On a Using Compass Assist tile on the home and service pages. | Under the AI assistant process page, with the approval gate. | One link on the signpost to a single rules page. |
| What happens to duplicate documents? | Each tile points to one file and duplicates are retired. | Each process page points to one file and duplicates are retired. | Not covered. The library is left as it is. |
| How much effort to build? | About two weeks for one site owner. | About three weeks, because five process pages are written. | About two days. |
| Who keeps it current? | A named owner and review date per task. | A named owner and review date per process. | The site owner alone. |
| How well does it fit the programme? | High. It matches the job pages in the learning plan. | Medium. It follows the solution overview. | Medium. It is a first step only. |
What comes off the site
- The Hamlink user guide (142 pages). Job pages and in-app help replace it, with a page-has-moved link.
- About 35 of the 41 branch paper forms. Guided onboarding replaces them.
- The referral email template. The referral record replaces it.
- The pipeline template. The shared pipeline replaces it and existing copies are loaded before training.
- The training sign-up tile. The nomination form and the training schedule replace it.
Build guide
- List every tile and document, and delete the duplicates on the retire list.
- Set up the site navigation for the chosen option.
- Build the Using Compass Assist page and review it with Risk and compliance.
- Build the job-page tiles for contact centre, branch, business banking and complaints.
- Check access for each role, then switch the Hamlink tile to a page-has-moved link on the go-live date.
Use Quick links for task tiles, a text web part for the five rules, and a document library with Owner and Review date columns. Link to files, not sharing links, and keep pages to standard web parts.
Everything on this page is demo data for a fictional bank. Public Salesforce documentation is linked from the summaries page, not copied. Related: Process and learning plan, Open questions.
Sources: Salesforce documentation summaries, T5, T3. Click-through of HB Hub on Mon 18 Jan 2027. All numbers are demo data.