CRM MMS Feature Re-design
PROJECT SUMMARY
Scope: User Research, Prototyping
12 Weeks
Tools: Adobe XD, Miro
Client Overview
CRM Delta is a tool that allows dealership managers, vendors and BDC agents to keep track of their leads.
Goal
Re-design their MMS feature to follow-up with customers, keep track of conversations and adjust message functionalities according to every user need.
Role: Product Designer
In a team of 3, I collaborated in the user research phase by gathering research information and delimiting the MVP according to deadline and priorities.
I participated in the design and animation of prototypes, and the developer’s handoff.
Team
Carla Orellana: UX Designer
Cecilia Rinaldi: UX Researcher
Rox Crete: UI Designer
Problem
Dealership vendors need to keep track of their conversation via SMS with customers. They want to be able to send pictures and add pre-determined messages to follow-up with clients in every step of their sales journey.
EXPLORING OPPORTUNITIES
How might we…
- Find a way for vendors to quickly access their MMS history with customers and…
- Create an easy flow for them to send text messages and pictures.
RESEARCH
Heuristics
I analyzed the flow for our to main objectives, first one to send a SMS and second one to see the message history.
- First, I noticed that to be able to send messages, the user had to complete a form every time, asking the customer’s contact number and the number from which the message is send. We found this step to be repetitive.
- Then, to write the SMS there’s a modal box where they can preview the message. This modal only allows the user to write text and no option to add multimedia is presented.
- On the activity screen I noticed that SMS, emails, lead edits and any other activity related to the lead was shown. We wanted to mantain the MMS activity separeted from the rest.
- The user can only access the information about a message but in order to respond, they had to go back and start over the SMS creation.
Ideation
RESEARCH FINDINGS & PROPOSED SOLUTIONS
Create a conversation thread
Add buttons to send media through the conversation thread
Allow users to create SMS templates
PROTOTYPE & TEST
Lead Overview
I suggested a change in the colour of the new messages to the ones that had been read. This way the user would quickly access to those that have not been responded or seen.
Delivery errors are more evident for the user to go back and resend the message if needed.
Leads Action
Differentiating colors between communication actions and tasks actions was important for the user to better see the messaging feature.
Product tiles were improved adding key information in tags like: Main subject, grades and rating.
Conversation Thread
Adding a bar with with quick access to:
– Live camera photos (mobile only)
– Stored pictures
– SMS Templates
PROTOTYPE & TEST
Lead Overview
I suggested a change in the colour of the new messages to the ones that had been read. This way the user would quickly access to those that have not been responded or seen.
Delivery errors are more evident for the user to go back and resend the message if needed.
Leads Action
Differentiating colors between communication actions and tasks actions was important for the user to better see the messaging feature.
Conversation Thread
Adding a bar with with quick access to:
– Live camera photos (mobile only)
– Stored pictures
– SMS Templates
