Pioneer Sales Suite

My Role: UX Lead

Problem Statement : Sales reps have been working in a legacy sales platform for over 10 years.  Now that the product is coming to the end of its lifecycle, we have found that they work differently in a mobile, on-the-go world.  Administrative burdens that include desktop only, no offline capabilities, no real-time data, and CX that has shown pivotal breakdown in the workflows for customers making the entire experience in need of a huge facelift.

How Do We Solve It? : Create a new product that has the same core functionality, yet removes administrative time, drives efficiency, and allows the rep to work on-the-go.  Mobility, real-time updates, and offline capabilities are key needs for customers.

The Solution

Personas : We started by identifying our core personas.  This can be extremely challenging in this case as Sales Reps are usually broken down more by they sales agency size than they are by their age, education or social norms.

User Journeys : Once we were able to put ourselves in the shoes of our customers, we spent countless hours identifying and understanding how they work and the ideal workflows that bring them additional flexibility and value (not what they do today).

Executive Summaries : After completing studies and gathering analysis, we created Executive Summaries to ensure our business partners understood the main pains and gains as defined by our customers and participant statistics for further validation definition.

Decision Makers : Who are the core decision makers?  We created RACI’s to make sure the right people were involved at the right times as we started solution definitions.

Information Architecture/SiteMaps – Card sorts, user interviews, and analysis of current systems help us understand how the information should be organized for best efficiency and intuitive experiences.

Ideation : This part of the phase can be extremely messy as we are moving rapidly and validating frequently.  Below are examples of the the progression of design over time.  I took a mobile first approach and defined what key functionalities would be available.

Design Completion Process : With a large team of designers onboarded after discovery, we needed a good way to ensure that tasks were completed end to end.

Hi-Fidelity Designs and White Labels – Once functional needs are understood and have been validated, we began working on pixel perfect designs and creation of product themes.