Evolving an Essential Daily Tool

Project video by Customer Times

Project Prototype

Customertimes (CT) is a technology company that has helped over 200 clients in life sciences, finance, retail, and insurance improve their sales, marketing, and customer relationships. AT UXL, we worked with the CT Mobile team to help them envision the future of their salesforce application.

UXL helped clarify the product mission, devise solutions to pain points that maximize usability and efficiency, and prioritize design and development efforts.

Problem: CT Mobile has been struggling to grow with large providers due to a confusing user experience

Role: Workshop Facilitator | Lead Designer | Design Manager

The first step in our project was to conduct a contextual inquiry. Due to the research being conducted in French, we brought in an experienced researcher to lead the effort. After analysis we began a two-day collaborative design workshop with 12 of CT Mobile’s product owners, engineers, and designers who are highly motivated to make the best product for their users. After the workshop I led a team of designers to create design a new framework and applied the new framework to a primary workflow.

Workshop

Day 1 of the workshop I helped them think outside of their normal, everyday work and to ask: What is our core mission? Where are we going? I helped them align their shared understanding under a single product mission.

Day 2 of the workshop I led the team through a prioritization exercise to help them understand how the user’s workflow aligns to their product’s mission. After prioritization, we split the 12 stakeholders into 3 groups and I led one of those groups through multiple co-design sessions to understand what their application needs to do to assist the users during each part of their product.

I started this process by creating a prompt for the persona the team had developed for the workshop. The prompt consisted of two tasks, scheduling a number of visits for the week and preparing for those visits. I walked my junior designer through those two tasks and showed him how to deconstruct those tasks to identify what information would need to be presented to successfully complete each task.

I began high level wireframing for the two tasks and then assigned the scheduling task to my junior designer.

While my junior designer was familiarizing himself with the content and the task her would be working on, I digitized the wireframes to give myself anchor points for our workflow.

At this point my junior designer was up to speed on the project. I walked him through creating a workflow to identify how our users were going to accomplish their tasks. I started with my workflow and then had him walk me through the workflow he would need to create.

At this point I began brining the wireframes to a higher fidelity and adding in all of the extra information necessary for the user to accomplish their goals.

I also created a visual representation of how the new framework would work. This framework was developed around our user research that identified the need for quick multi-tasking and optimizing in-visit needs.

Visual Design

At this point, I began collaborating with our visual designer to bring all of my wireframes to fully rendered mockups.

Prototype

After visual design, I decided a clickthrough prototype would be the most effective form to present our final design deliverable. We created our prototype and I presented the entire user journey through the application redesign using the clickthrough.

Click here for the prototype

Conclusion & Comparison

I believe this project succeeded because my team created a design that achieved our three main goals:

1. Improve the core interaction framework to align with user needs and tasks

2. Make the UI more modern, friendly, and simple to use

3. Develop much needed workflow around planning visits

Below you can find the change from where the product was, the wireframe, and the final visual design