Mendix

Desktop | Complex System

My role: Research and UX Design.

A CRM sales platform for the call center that will support representatives during the sales process. The goal is to streamline processes, ensure regulatory compliance in the sales process, and improve sales targets.

Work Process

Observations and eavesdropping at the Call Center

Mapping the Existing Process

Focus Group and In-Depth Interviews

Low Fidelity Sketches

Detailed UX Specification

Technological Validation

A Few Words About the Research

The purpose of the research was to understand the flow of conversation between the representative and the customer, including the key actions and information used in the system. It aimed to identify the main pain points and the motivations for entering and working with the system.

The research included Observations and eavesdropping at the Call Center:

10 Representatives from Different Teams in the Call Center

15 Hours of Listening at the Call Center

Findings and Insights:

Employees work alongside the software using emails and personal tracking in Excel or notes.

Representatives know the text for approvals by heart, which helps them streamline their process.

The order of questions in the sales form differs from what is presented in the system.

Most communication among representatives on the floor takes place in person (not via phone or email).

A successful sale call lasts about 15 minutes.

Representatives track personal and team goals on the dashboard.

We conducted a Lean UX Canvas workshop with a focus group that included representatives, team leaders, and senior managers to refine the specifications ahead of selecting features and designing screens.

Visual overload of objects, actions, and options

There is no visual distinction between the content input and the system's data.

Missed main action - where to go

There is no indication for required/optional fields

Current Issues

Visual overload of objects, actions, and options

There is no visual distinction between the content input and the system's data.

Missed main action - where to go

There is no indication for required

/optional fields

There is no indication of the completing and success of the process.

The system has a fixed framework that includes a side navigation menu.

New sales process:
The main workspace for the representative during the sales process is also divided into defined areas, including: customer details, a progress bar, the current stage of the process, and a constant help and support area. We divided the sales process into simple and clear stages, presenting only relevant content for each stage, along with ongoing support from the system to prevent errors.

Sales Dashboard:The system includes a dashboard for sales data, aimed at providing team managers and senior managers with an overall view of sales progress and goal attainment. Additionally, the dashboard incorporates gamified elements to foster competitiveness at both the individual and team levels, serving as an incentive for employees.

Wireframes:

The system has a fixed framework that includes a side navigation menu.

New sales process:
The main workspace for the representative during the sales process is also divided into defined areas, including: customer details, a progress bar, the current stage of the process, and a constant help and support area. We divided the sales process into simple and clear stages, presenting only relevant content for each stage, along with ongoing support from the system to prevent errors.

Sales Dashboard:

The system includes a dashboard for sales data, aimed at providing team managers and senior managers with an overall view of sales progress and goal attainment. Additionally, the dashboard incorporates gamified elements to foster competitiveness at both the individual and team levels, serving as an incentive for employees.

Screens

Next Project

Work Process

Observations and eavesdropping at the Call Center

Mapping the Existing Process

Focus Group and In-Depth Interviews

Low Fidelity Sketches

Detailed UX Specification

Technological Validation

The purpose of the research was to understand the flow of conversation between the representative and the customer, including the key actions and information used in the system. It aimed to identify the main pain points and the motivations for entering and working with the system.

The research included Observations and eavesdropping at the Call Center:

We conducted a Lean UX Canvas workshop with a focus group that included representatives, team leaders, and senior managers to refine the specifications ahead of selecting features and designing screens.

Findings and Insights:

Employees work alongside the software using emails and personal tracking in Excel or notes.
Representatives know the text for approvals by heart, which helps them streamline their process.
The order of questions in the sales form differs from what is presented in the system.
Most communication among representatives on the floor takes place in person (not via phone or email).
A successful sale call lasts about 15 minutes.
Representatives track personal and team goals on the dashboard.

A Few Words About the Research

15 Hours of Listening at the Call Center

10 Representatives from Different Teams in the Call Center

Visual overload of objects, actions, and options.

Missed main action - where to go next?

There is no visual distinction between the content input and the system's data.

There is no indication for required/optional fields

There is no indication of the completing and success of the process.

Current Issues

Reducing the duration of the sales call.
Decreasing representatives' dependence on team leaders.
Increasing tools for sales management.
Facilitating the implementation of changes in the system.
Reducing training and learning time of the system.
Improving the quality of sales and performance.

What would be Considered a Success?

Clear and defined areas for screen division.
A clear progress bar for the application submission process.
Reducing the number of buttons and actions.
Hierarchy among different types of actions.
Consistent visual language.
Personalization based on user type.
User feedback throughout the process and at its conclusion.
Reducing overlapping windows to create a continuous flow.
Tooltips during the process.
Gamification and sales incentives.

Recommendations Given to the Client

Sales Dashboard:
The system includes a dashboard for sales data, aimed at providing team managers and senior managers with an overall view of sales progress and goal attainment. Additionally, the dashboard incorporates gamified elements to foster competitiveness at both the individual and team levels, serving as an incentive for employees.

Today’s call center champions with motivational quotes

Overview of daily sales data, with a comparison to yesterday:

Status overview for team leaders, with the ability to see the status of each team member

Wireframes:

The system has a fixed framework that includes a side navigation menu.

New sales process:
The main workspace for the representative during the sales process is also divided into defined areas, including: customer details, a progress bar, the current stage of the process, and a constant help and support area. We divided the sales process into simple and clear stages, presenting only relevant content for each stage, along with ongoing support from the system to prevent errors.