Case-study2

Overview

Activity Timeline will be a collection of all the important things or activities which have happened with the customer. These important things can be business transactions, meeting, calls, lifecycle event(like onboarding complete), sponsor left, up-sell etc. Timeline as centralized place to record interactions and notes as well as easily digest a customer’s history.

My Role

Sr. Product Designer

Teammates

Product Director
Product Manager
Engeneering Team

Duration

3 Months
Jan 2019 - March 2019

User Interviews

Based on the Competative analysis and Community posts I have prepared few Questions and initial wireframe to give the idea about the feature. I have conducted 20 Interviews with CSMs. This is best part of the research as we have got the major feedback.

Stakeholders

Users

Suppor Team

User Flow & Concept Sketches

Using the insights I gathered from the research, I began creating user flows. I started creating the information architecture and low-fi concepts for primary use cases. After having a go-ahead from the Product Manager and Stakeholders on the mockups I began digitalizing designs.123

Wireframes & Testing

After making my first prototype, I tested on participants from CSMs, post sales team and PM team. Usability test helped to improve the design. I got the feedback on the option we have given are not enough for the real user.

They wanted more features like adding custom activities, drafts, summary metrics of the activities and top users. User wanted to see more activities on the screen.I made further iterations by following all the suggestions from user I have implemented the mocks with extra features and change information architecture to increase the number of activities on the screen.

Final Designs

Activity feed is the place when we have all the important activities done by the user and Admin. I have designed a list view with thetimeline and showed too many features in a simple list view. Users can acces the most important information of the Activty on the list itself before going in the details of the activity. Facilitated collaboration by making notes experience simple.

I have taken an approach to edit Timeline activities at any time without losing current progress. Users can quickly find the activity information by using Search, Filter, and Views.

Feedback

I have collected the feedback after the BETA release by conducting internal interviews and taken support team help while doing the release demos.

Positives

- Like ability to customize activity, Search by type and Keyword, Adding task with in the
timeline update Adding links.
- Timeline is very easy to use and functions very well.
- UI looks great and likes accordion view.
- Standard filters are very helpful.
- Activity type icons make sense.
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Iprovements

- Need a quick way to log the activity. It’s taking 4 to 5 clicks to log the activity and CS360 is taking time to load when they have back to back customer calls(suggested to turn off the scrolling
- Add task flow should be more clear in terms of assigning tasks and due dates.
- Need filters on Relationships and Accounts.

New Requests

- Need more integrations like Zoom, Evernote. Auto create timeline entry with integrations.
- Should be able to add new contacts directly in activity.
- Need filters on Relationships and Accounts.
- Need a way to select the sync options.
- Need templates for activity types

Customer Engagement Timeline

Overview

User Interviews

Competitive Analysis on Features

User Flow & Concept Sketches

Wireframes & Testing

Final Designs

Mobile Designs

Feedback

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