CRM revamp to provide smooth, consistent experience and tracking effectiveness of agents

Project Overview:

Having 3 different CRM versions in 3 different frameworks have resulted into UI inconsistency and frictional UX. Few standardisation and user centric driven modifications within the user journey has been done to provide a better experience to our end-users.

Client

mPokket - Product

Year

2021

Worked with

CEO

Product

Operations

Finance

Marketing

All other Stake-holders

Including Agents

Taking care of

UX ResearchU

UI/UX Design

Product Design owning

Usability testing

My Role

As an UI/UX Manager, I have headed the user research, wireframes and scope. Am responsible to validate the scalability of the UI, use-cases in a 24-week sprint.

Objective:

Revamp every module with better and consistent UI & UX in Angular 10 framework.

Design Process:

5-Stage Design thinking model has been used. The stages of this Design Thinking process are as follows:

Empathize
Define
Ideate
Prototype
Usability Testing

Design Toolkit:

Adobe Illustrator
Adobe XD
Useberry

UX Research:

Thorough research on the agent's behaviour and psychology about how they work and how we could get the best effective working hours and the targets accomplish in a duration. Meetings with the team leads and other respective stake holders were very helpful in creating the wireframes.

Inputs:

A Single version of CRM is always good to have and our first motive is to think about the migration of the existing data and table structures. Module wise we started revamping the UI and UX of the CRM.