InsideSales.com

InsideSales.com (now Xant) marketed a platform that works in conjunction with a SalesForce CRM called Playbooks. Playbooks manages lead follow-up and prospecting cadences, automates administrative tasks, and uses data to predict who, when, and how to engage buyers for the best outcome. Below you will find work that were features of Playbooks and our internal support tool.

Personal Leaderboard

Problem: Sales reps don’t know how to measure their sales progress compared their teammates.
Goal: Gamify users’ sales progress by giving them the ability to see how they are doing compared to the rest of their teammates.
Description: The leaderboard is accessed by clicking on the trophy icon in the top nav. From there, a user can change the KPI (Key Point Indictor) that their manager sets up, and see how they’re doing in each category. They can also change the timeframe, see their winning streak, as well as drilling into their points to see how they earned them.
My Role: Aside from the product manager’s research and customer feedback, I took the lead by wireframing, designing, and prototyping the concept, then conducted user testing with sales reps.
Findings: The reps liked the idea of tracking their success among their teammates. They loved having something to show what it takes to be on top and having friendly rivalries to push them to be better.

Calendar

Problem: Sales reps have to go outside of their CRM & Playbooks to schedule meetings with potential clients, causing them to go back and forth between their different programs to get one seemingly simple task done.
Goal: Give sales reps the ability to schedule meetings with their clients all in one place.
Description: When a sales rep is emailing a potential client, they can schedule a followup meeting by clicking on the calendar icon in the email composer window and a calendar link will appear. The rep can add their availability and meeting details in their settings. Eventually, we’d like them to be able to adjust all of details from the first screen if they want, but for MVP it’s all done in settings for now.
My Role: Research, wireframing, designing, prototyping. Unfortunately there wasn’t time to do any preliminary user testing but we knew there was a need to get this quickly out there. Once this goes into production, I plan to sit down with the sales reps to watch them use it and find ways to improve upon what I’ve done.

View Prototype

Discover Tool

Problem: Reps only get so many prospects given to them per day and don’t have enough work to fill their day.
Goal: Give sales reps the ability to discover more people to reach out to and make more sales.
Description: When a user wants to look for prospects, they can access it through the menu, and their screen turns into a fullscreen experience. From the lefthand side, they can search accounts (company name) or users by name, country state, industry, title, number of employees, and how much revenue the company brings in. They can also group their results by account, accounts that have a specific contact, and/or accounts with decision makers. Once results pull up, they can sort or select who they want to contact, and add them to a cadence in Playbooks.
My Role: Initial UX team collaboration, then I wireframed with user flows, designed, and prototyped the final result. No user testing happened on this project because of shifting priorities and most likely (and unfortunately) this tool will never get developed.

Provisions Tool

New Provisions Tool

All internal tools will be housed here, but for now it will be the Provisioning Tool and User Lookup Tool. When compared to the original (5th slide), I changed the dark UI to light and took out all unnecessary actions/fields.

Creating an Org

From the main screen, a user would click the blue “+” button to bring up a modal to create a new org. The search bar would be to search for already existing orgs that users can add to.

User Lookup Tool

Here is where our internal tech support or solutions architects will look up users, orgs. The UI used to be dark, which I updated to light.

User Flow Chart

Since Provisioning an account is a little complicated, I included a user flow chart in my prototype (below) but I drew it out first to make sure it was going to work.

Original Provisions Tool

A screenshot of the original tool that has too many confusing tabs and pages.

Original Provisions Tool with Notes

After doing user research, I added notes from the interviews to help me understand what each piece means and whether or not they can be taken out. It’s a mess but it was an easy way for me to have everything in one place.

Problem: Our internal support tool is very confusing, not user-friendly, has way too many pages, and actions that don’t make sense.
Goal: Give our internal solutions architects and customer support agents an easy way to create and set up organizations, and troubleshooting with as few pages and clicks as possible.
Description: This project is still in the wireframes stage and is a work in progress.
My Role: My product manager and I just finished our user research interviews. Then I started designing the User Lookup Page where our users can look up sales reps’ accounts so they can troubleshoot. There has been one round of user testing, but will need more. The rest of the Provision Tool will be designed next.

View Prototype