CRM Design
The client here is a global cruise line that was looking for a better way for agents to interact with their CRM during calls. The current state is monochome and has minimal features.
Our team began with user interviews of agents who use the current CRM on a daily basis.
User needs included:
Buttons for common actions that are currently done manually
High-level KPIs for reference and easy access during a call
Editable fields for preferred name, travel preferences, and notes
From here we created a mockup CRM using their current Dynamics CRM platform. This was the first iteration to show what can be done with their existing software.
TTEC Digital
My UX Consulting work at TTEC Digital started in late 2021. In this consulting role I have lead UX research and design projects across a multitude of clients including e-commerce, travel, automotive, real-estate, and other industries. My UX work ranged from improving existing design systems, to creating wholly new design solutions to user problems.
My approach to design is to always understand the business and user needs before attempting to arrive at a solution. The examples below show my dedication to thorough research which will then inform design decisions. From there, I use that knowledge to design beautiful, accessible, pixel-perfect designs that not only delight, but effectively solve business and user problems.
Some highlights of my client work are below. Enjoy!
Proof of concept CRM design using Dynamics
Next, we punched up the dynamics design by giving it some color, and some life as well as incorporating feedback that we gained during user interviews. The above was a “throw all the requirements on the page” design. The below was a practical take highlighting need to know information (as requested by users) and high-level functionality that is easily accessible.
Real Estate Data Landing Page Design
The client is a worldwide real-estate construction, management and investment organization with over 700,000 units managed and over $50B in managed assets. They had distinct issues with data management and data governance. The organization has a multitude of different data streams in various degrees of maturity. We noted in our research that users have varied data needs including wanting flexibility in their data visualizations and exports. In short, 2 users from 2 different lines of business will want to look at the same data in 2 different ways.
My responsibility was to design a landing page that would serve as a gateway to their various data portals. I conducted extensive user research to make sure the unique needs of the various user groups were satisfied.
Research tools included:
User Interviews
Employee Surveys
Card Sorting Activities
Usability tests on prototypes
Design Studios
The dashboard below serves as a jumping-off point for quick and easy access to mature data portals dedicated to one group of users, or broader, less mature data collections.
I completed user testing on the above prototype with some menu functionality built out. During user testing, I asked questions about the organization of the top and left navigation panels. For the top nav, the client had recommended several related links but wasn’t sure how best to organize them in a way that would make sense to users.
To solve this problem, I recommended a hybrid card sort activity that would allow users to organize the data into categories that were pre-defined and would allow for user-generated category headers.
The card sort data showed alignment among most of the cards. However, for one category users also overwhelmingly preferred creating their own category name over one which was provided by the client. I presented these data to the client which informed the next iteration of the top navigation.
Next, I prototyped out the card sort results to allow for stakeholders to see how the recommended organization would look in context. I presented this design to leadership along with the card sort data to help contextualize the results and demonstrate the end product in a visual way, in addition to sharing the raw data above.
