CRM Re-Design

The Client

One of the fastest-growing mortgage banks in the country with over 4,000 employees and more than 650 locations across 50 states.

The brief

Re-designed a CRM application for loan officers to manage data efficiently.

the nitty gritty

For this project, I took over for a designer who was leaving, when the product was about 50% established. I inherited a style guide, as well as a large portion of the website. This app was designed in Figma and I was on the project for about 4 month.

Discovery

We knew early on that the solution needed to be twofold: a building admin needed to be able to add and adjust floor plans, set maximum occupancy, and create QR codes for available seats. An office employee needed to be able to assess the office capacity and air quality each day and, subsequently, choose a desk to work at. To understand specific user needs, we conducted 8 user interviews. Our interview questions aimed to hone in on the specific measures (in addition to those provided by the CDC) that would make employees feel comfortable to return to work.

Interviews

My team and I wrote everything we learned from user interviews on sticky notes to create an affinity map. This allowed us to identify trends in user responses:

• Among the users interviews, the average age was 34 years old

• 5/8 users expressed a desire to return back to office, 2/8 wanted to continue working remotely, and 1/8 was uncertain

• 7/8 mentioned wanting some sort of system that would keep track of who came into the office on any given day and to know if someone came in while symptomatic

• 8/8 did not want a strict return to work mandate, all 8 mentioned they wanted a return that was “flexible” and “safe”

Amid constantly changing guidelines, our work was cut out for us.

Research

Our research led us to an array

The Problem Statement:

Busy users want to enhance their overall well-being and productivity by consuming food with the proper nutrients.  They need to have healthy food options that are available on the spot and within close proximity. Lily keeps a busy schedule but still wants to include healthy solutions to help her feel her best.  She needs a platform that would inform her of nutritious and wholesome food choices quickly.

How might we help Lily optimize her search for quick fixes for commonly-experienced ailments?

With so many competitors, we knew we had to incorporate features that would stand out. Here are some of the key features we prioritized:

• Allows for filtering out dietary restrictions

• Provides nutritious options based on how the user is feeling

• A quick, on-the-go, solution for the busiest of users

With Lily and these features in mind, our last step before design studio was choosing a platform.

Based on our user interviews, 5 out of 6 users use digital platforms for acquiring information. We chose to employ a mobile application because of the following reasons:

• Mobile apps provide users with flexibility and convenience. Our users keep busy schedules. A mobile app would better enable them to find the nutritious solutions they need as well as information on where to purchase them on-the-go.

• No connection is required for mobile apps. This is especially beneficial when the user is outside walking, in transit, etc.

Knowing this, we conducted design studio, during which we decided on the name Remedi. The name was inspired by one of the user interviews in which the interviewee spoke to her love for home remedies when she wants to feel better. Here are some of the low-fidelity results:

We then digitized these sketches to create mid-fidelity wireframes using Sketch:

The mid-fidelity prototype can be found here. These were some of our findings from our mid-fidelity prototype usability testing:

Learning from our mid-fidelity testing, we set out to create high-fidelity wireframes.

Prior to conducting usability testing on our high-fidelity prototype, we ran an accessibility test and made sure that Remedi was iOS HIG compliant.

Here were the results:

After making all of the changes indicated above, we proceeded to develop a high fidelity prototype using Principle:

We tested the prototype on 5 users and found:

• 4.6/5 was the average user rating when asked how intuitive the app is, on a scale from 1­-5 (5 being the most intuitive).

• 5/5 users said that they would use Remedi and that this was a solution they were very interested in (this was unprompted, users said this after they were asked for general feedback).