ClientDorm
CRM Software
CHALLENGE
Most businesses do not thrive, not due to the lack of clients but as a result of the unintentional neglect of those clients.
SOLUTION
Clientdorm is designed to build and keep business to consumer relationships by providing the business with tailored list of services and a unique business link.
ROLE
User Research, Information Architecture, Usability Testing
DURATION
June 2022 - August 2022
DESIGN PROCESS
I followed the design thinking process. This process includes five stages and helps product development teams create products that are feasible and user-centric. It is a creative approach that seeks to identify user issues and determine product solutions that can resolve them
The initial research focused on better understanding Business needs related to tracking and managing their customer relationship to build loyalty and in turn increase sales.
This project was started by asking few questions like,
FOCUS AREAS
- who is our primary user?
- What kind of goals do they have?
- Why would someone want to use this app?
A survey was conducted on 20 participants to see how businesses organize and access customer data also how it affects business growth.
USER PERSONA
With the data collected from the survey, a persona was created to help drive decision making and keep the product focused on solving user painpoints, frustrations and goals.
IDEATION
How might we?...
- How might we improve business to customer relationship?
- How might we make service bookings easy for customers?
- How might we assist businesses in organizing tasks and activities to be done?
USERFLOW
Userflow is done to understand how users interact with the application, the steps they take to complete a task or achieve a goal. We identified 2 key path scenarios while using Clientdorm, One as a Business owner and the other as a consumer.
Usability Study
Usability study was conducted to determine where improvements could be made and identify new ideas to satisfy user expectations, needs and desires. This test was a moderated test with a series of tasks performed by 5 new participants to find possible usability issues and measure KPIs such as Task success rate and user satisfaction.
TASK 1 ( Business Owner ) - Send your business link to a client and review tasks needed to be done
TASK 2 ( Customer ) - Book a service with the unique business link sent to you
Findings
High Fidelity Design
A focus on simplicity
The UI design reflects the users desire to have a clutter free curated look.
Clientdorm is designed to assist company owners in effectively tracking all exchanges and nurturing connections with leads and clients.
Key Learnings and Takeaways
This project was a real challenge as it taught me very valuable lessons. From the inception to the delivery, i had to stay focused on the user needs instead of biases created in my mind. I learnt how important it is to test ideas because it saves a lot of time making changes along the way.
Results
- This solution resulted in a 10% increase in customer conversion for business owners and also a smooth and accessible booking for the customers
Nextsteps
- I would love for further enhancements to be made on the app by adding more features thus improving the overall functionality.
- Conduct another round of usability testing and keep on iterating.