BEFORE WE BEGAN
OVERVIEW
The Customer 360 provides a singular consolidated view of your customers across your teams, of course, with verified data.
By combining, organising, and analysing data from various systems of record and interaction, Customer 360 finds a solution to this issue and offers analytical insights for each client and each location where the OEM's assets have been sold.
In short, it unlocks data from its various organizational silos, thereby democratizing access to reliable customer data in a secure manner.
DEFINING THE ISSUE
PROBLEM STATEMENT
Today with the current design of the Customer location page, users have to go to each tab to gather information which includes a lot of back and forth. This consumes a lot of time to process, what each location and account is doing and how well are they performing, which delays getting the top-level idea of how a location/account is doing in terms of potential and wallet share in relation to their health.
EXPLORING ANSWER
SOLUTION
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To aid users in quickly obtaining information.
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To aid users in easily finding out about expiring contracts and warranties.
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To make it simpler for them to call clients and locate contacts.
LET'S START
DESIGN PROCESS
TALKING TO USERS
RESEARCH
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What your typical day looks like?
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How useful do you find the “Acme” application while you’re working?
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How was your experience using the Customer Central feature?
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How easy or difficult did you find Customer Central to use, were you able to get the information you came looking for on that page?
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What challenges do you face while looking for the customer information?
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Do you visit other CRM platforms to seek such data, if yes which ones and how was your experience with those products?
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Are there any suggestions or improvements you’d like to mention that we can enhance?
KNOW THE USER
PERSONA
REVAMPING THE DESIGN
DESIGN
For the design phase we already had an existing UI for the Customer 360 but since this needed improvement so we talked to clients and did the research to revamp it for better use.
Old design
Revamped design
