CRM for a loan company

Description

The client uses his own CRM system, which is used daily by about 200 employees from different cities. Our goal was to update this CRM, make it more user-friendly and adapt to work on any device.

Roles

UI & UX Designer, Frontend Developer

Responsibilities

Requirements Gathering, Prototyping, UI & UX Design, Frontend Development

My role was to develop a new interface based on the most popular use cases usages by different types of users.

Team

UI & UX Designer + Frontend Developer Me
Junior UI & UX Designer
Business Analyst
Lead Frontend Developer
3 Backend Developers

Persona Reserach

Totally the application has 8 user roles, but we single out 2 main ones on the basis of which we create personas. I research device usage scenarios for each type of user and finding the most widely used cases.

Stanislava

Account manager

35 years old · female · lower post-secondary vocational education

Common Information

Puts family and children to the first place in life, work for her is an obligatory part of life that does not bring much pleasure. Ordinary employee.

Experience level & usage context

Due to the rather high digitalization and not old age, it is quite easy for her to learn how to use new products, and does not particularly think about its complexity. In the context of application useage usually operates with the limited functionality.

Goals and concerns

The main goal is to avoid errors in data entry and calculations. Get job done quickly.

Varvara

Merchandiser

43 years old · female · university degree

Common Information

Leads a calm measured family life, treats work responsibly.

Experience level & usage context

experienceIt is quite difficult for her to use non-standard interface patterns. Fairly low level of experience in related software.

Goals and concerns

Accurately read the necessary information, trace and accurately understand the residuals.

Customer Journey Maps

After identifying the main user personas we are creating Customer Journey Maps to figure out the key interaction points with the interface.

Account manager

Scenario

Make a new calculation and check the client.

Expectations

Do it quickly and with a minimum of mistakes.

Phases	Getting Information and getting started	Data entry and validation	Saving the results
Goals	Get started quickly Easily log in to another department	Enter data correctly Get correct calculation results Read data correctly	Link calculation results to the existing customer Create a new customer with new calculation results
Actions	Navigate to login page Open authorization form	Fill out the calculation form Get calculation results View customer information	Saves calculation results

Application Screens

Main statistics screen is available to the head of the department and allows quickly see the main indicators of turnover, profit and statistics of new customers, track the department activity.