Creating a Customer Relationship Workflow

Discipline: UX Design UI Design

Collaborators: Sales Sales Director Ownership

Energy Avenue Info architecture

The Project

Logistics company's sales software, that works well for booking loads, but often leads to confusion when it comes to onboarding new customers, as well as keeping existing relationships with current customers.

User Stories

As a sales person I need a location to see my managed customers. Currently I have to look up each customer individually, and further look up when we last made contact as well as scheduling follow-up tasks.

About

This concept was created after learning that sales people were using spread sheets to track customer relationships. Data was collected through user observations and interviews. Designs were prototyped, tested, and presented to ownership.

The Challenge

The UX in the software was presented on the customer level, meaning users had to drill into each customer to find info (last contact, last order). Presenting the info on the user level would solve this problem (rewrite - add an image helping to explain)

Strike 1

After creating high-fidelity mockups, I did a round oof qualitative testing(show empathy map.)with positive results. Minor tweaks were made and a demo was presented to one of the co-owners (who oversaw the sales side of the company) of the company who was on-board with the design and functionality.

The next step would be to present the CRM to the other co-owner (who oversaw the tech side of the company). The feedback here was that the co-owner didn't want to create a new page, and I needed to find a new way to solve this problem.

No go
Goodnight sweet prince

Time to Pivot

The obvious next step is finding a home where account managers can work from. The "Companies" page is a list of companies that existed in our database. Some of these companies were customers, some of them were in the onboarding process, and some had not been contacted at all. If we can make changes to the interface and increase the usability of this page we can get to a good spot.

How We Arrived

The UX in the software was presented on the customer level, meaning users had to drill into each customer to find info. Presenting the info on the user level would solve this problem (rewrite - add an image helping to explain)