Overview
CRM stands for Customer Relationship Management. I was hired as an independent contractor by a healthcare billing company based out of Arizona, to design a management system to collect and analyze client data, identify sales opportunities, and optimize tasing capabilities. The company wanted to move away from a license with an expensive external CRM system and create one tailored directly to the company’s internal needs.
Project Details
My Role
UX, Visual
Time
3 Weeks
Team
Individual
Design Challenge
Design an interface that simplifies the process of information exchange, centralizes client information, and facilitates internal connections between teams and team leads.
User Interviews
I began the discovery process by sending out a company-wide survey to evaluate what employees liked or didn’t from the current CRM system, and to identify features desired in the new version. I followed up with targeted interviews to identify prominent use cases.
Based on the response, I identified several areas for improvement from the current system and opportunities for new features:
The ability to pull external calls and texts to activity reports
Real-time client updates and data
Opportunity pop up reminders on personal devices
Condensed Opportunity Management
Streamlined Flow
Addressing the needs for real-time client data, centralized activity tracking, and condensed lead management, I outlined a site flow to present to the project managers and company executives.
Wireframes
I received feedback on my proposed site flow and after a few iterations, we landed on an optimized flow and I began to prototype the pages.
Low-fidelity wireframe sketches to finalize flow and page layouts
High fidelity wireframes built in Figma
Prototyping
Iterating on the feedback I received from the wireframes, I delivered my final high-fidelity prototypes in a clickable Figma to our lead developers. Here are some of the main features:
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Account Management
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Task Management
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Lead Management
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Calendar
