All-in-One Chat & Deal Management Tool
This project reduced overdue deals by 50%, decreased deal cancellation rates by 32%, and increased annual revenue by 17%. These changes boosted operational efficiency, increased team satisfaction, and enabled project managers to intervene promptly when needed.
All-in-One Chat & Deal Management Tool
This project reduced overdue deals by 50%, decreased deal cancellation rates by 32%, and increased annual revenue by 17%, helping the organization achieve better team collaboration. These changes boosted operational efficiency, increased team satisfaction, and enabled project managers to intervene promptly when needed.
All-in-One Chat & Deal Management Tool
This project reduced overdue deals by 50%, decreased deal cancellation rates by 32%, and increased annual revenue by 17%, helping the organization achieve better team collaboration. These changes boosted operational efficiency, increased team satisfaction, and enabled project managers to intervene promptly when needed.
Overdue deals
Overdue deals
↓
↓
↓
50%
50%
50%
CANCELLATION RATES
↓32%
↓32%
↓32%
Annual REvenue
Annual REvenue
↑17%
↑17%
↑17%
+ reduced AMount of time spent managing a deal (Self-REPORTED)
+ reduced AMount of time spent managing a deal (Self-REPORTED)
+ Increased user satisfaction among sales reps and project management team
+ Increased user satisfaction among sales reps and project management team
TEAM
TEAM
1 Designer (me!!), 1 Lead Engineer, 4 Developers
1 Designer (me!!), 1 Lead Engineer, 4 Developers
MY ROLE
MY ROLE
Product Manager
UX Researcher
UX/UI Designer
Product Manager
UX Researcher
UX/UI Designer
TIMELINE
TIMELINE
May 2024 - August 2024
May 2024 - August 2024
BACKGROUND
BACKGROUND
This project began as a redesign of the pipeline page, a key tool for sales reps and admins to track deals. Early in the process, I uncovered a significant challenge: Admins struggled with the lack of a central platform for communicating deal-related issues with reps.
Though I made mistakes along the way, these became valuable lessons that shaped my growth as a UX researcher. This experience reinforced the importance of defining clear problem statements early in the process, rather than jumping to conclusions prematurely.
This project began as a redesign of the pipeline page, a key tool for sales reps and admins to track deals. Early in the process, I uncovered a significant challenge: Admins struggled with the lack of a central platform for communicating deal-related issues with reps.
Though I made mistakes along the way, these became valuable lessons that shaped my growth as a UX researcher. This experience reinforced the importance of defining clear problem statements early in the process, rather than jumping to conclusions prematurely.
PROBLEM
PROBLEM
Admins struggle with fragmented communication due to multiple group chats across different platforms. This makes it difficult for them to track deal-specific needs, leading to delays in deal progression and frustration for both reps and homeowners.
Admins struggle with fragmented communication due to multiple group chats across different platforms. This makes it difficult for them to track deal-specific needs, leading to delays in deal progression and frustration for both reps and homeowners.
HOW MIGHT WE…
HOW MIGHT WE…
create a centralized platform that enables admins and reps to efficiently communicate deal-related issues, improve collaboration, and reduce delays in deal progression?
create a centralized platform that enables admins and reps to efficiently communicate deal-related issues, improve collaboration, and reduce delays in deal progression?
THE SOLUTION
THE SOLUTION
Create a platform where admins can manage deals and communicate with reps in one place.
Create a platform where admins can manage deals and communicate with reps in one place.
The Approach
The Approach
The Approach
OVERCOMING CHALLENGES
OVERCOMING CHALLENGES
Understanding the key challenges in the system helped me identify opportunities to enhance the workflow and address inefficiencies.
Challenges that occur due to overdue deals:
• Customer dissatisfaction, resulting in deal cancellations, loss of trust, and lost revenue
• Sales reps experience delayed or missed payments, causing frustration
• Admins face overwhelming workloads, leading to burnout and reduced productivity
Opportunities:
• Streamline processes to help admins prevent delays, boost productivity, and increase scalability
• Keep deals on track, preventing customer churn and increasing sales rep retention
Understanding the key challenges in the system helped me identify opportunities to enhance the workflow and address inefficiencies.
Challenges that occur due to overdue deals:
• Customer dissatisfaction, resulting in deal cancellations, loss of trust, and lost revenue
• Sales reps experience delayed or missed payments, causing frustration
• Admins face overwhelming workloads, leading to burnout and reduced productivity
Opportunities:
• Streamline processes to help admins prevent delays, boost productivity, and increase scalability
• Keep deals on track, preventing customer churn and increasing sales rep retention
GATHERING
USER INSIGHTS
GATHERING USER INSIGHTS
GATHERING USER INSIGHTS
To better understand the users we’re designing the platform for, I spoke directly with admins to learn about their current workflows. I asked about the external platforms they use and what they find most valuable in each. Below, you’ll find notes outlining the features they found most useful in the platform, Spark.
To better understand the users we’re designing the platform for, I spoke directly with admins to learn about their current workflows. I asked about the external platforms they use and what they find most valuable in each. Below, you’ll find notes outlining the features they found most useful in the platform, Spark.
BRAINSTORMING SOLUTIONS
BRAINSTORMING SOLUTIONS
While it would be helpful for admins to assign tasks to sales reps within the platform, similar to Spark, we chose to stay within the project's scope and focus on developing the much-needed chat feature.
While it would be helpful for admins to assign tasks to sales reps within the platform, similar to Spark, we chose to stay within the project's scope and focus on developing the much-needed chat feature.
Reimagining Designs for
Better Usability
Reimagining Designs for Better Usability
Reimagining Designs for
Better Usability
As part of creating the new chat box linked to the deals page, I pulled elements from the old deals page and redesigned them into a more updated, user-friendly version.
As part of creating the new chat box linked to the deals page, I pulled elements from the old deals page and redesigned them into a more updated, user-friendly version.
The Why Behind the Design
The Why Behind the Design
Did I mention we were developing a chat feature?
Did I mention we were developing a chat feature?
Did I mention we were developing a chat feature?
I apologize if it seems we ran off course here, but I wanted to highlight the other features that integrate seamlessly with the chat feature.
I apologize if it seems we ran off course here, but I wanted to highlight the other features that integrate seamlessly with the chat feature.
One common reason a deal may not progress is missing documents. In such cases, project managers contact sales reps to gather the necessary files to move the deal forward. However, sales reps sometimes provide incorrect documents or invalid images, making it challenging for project managers to identify the correct file.
The feature shown on the left showcases the solution I designed to simplify this process and minimize confusion when dealing with multiple files.
One common reason a deal may not progress is missing documents. In such cases, project managers contact sales reps to gather the necessary files to move the deal forward. However, sales reps sometimes provide incorrect documents or invalid images, making it challenging for project managers to identify the correct file.
The feature shown on the left showcases the solution I designed to simplify this process and minimize confusion when dealing with multiple files.
Initially, there was a feature to tag users, but based on feedback from developers and stakeholders, it was deemed unnecessary. This is because all project managers and sales reps involved in the deal are automatically notified whenever a message is sent.
Spoiler alert: We ended up needing a tagging feature in the next iteration.
Initially, there was a feature to tag users, but based on feedback from developers and stakeholders, it was deemed unnecessary. This is because all project managers and sales reps involved in the deal are automatically notified whenever a message is sent.
Initially, there was a feature to tag users, but based on feedback from developers and stakeholders, it was deemed unnecessary. This is because all project managers and sales reps involved in the deal are automatically notified whenever a message is sent.
Post-Launch Iterations
Post-Launch Iterations
Post-Launch Iterations
The video below showcases the final version of V1:
The video below showcases the final version of V1:
USER FEEDBACK
USER FEEDBACK
Before handing off to development in V1, I made sure the product was user-friendly and addressed key pain points in deal management and rep communication. While users were excited for these changes pre-launch, real feedback came through daily use, prompting us to begin work on V2 to address new needs and improvements.
Before handing off to development in V1, I made sure the product was user-friendly and addressed key pain points in deal management and rep communication. While users were excited for these changes pre-launch, real feedback came through daily use, prompting us to begin work on V2 to address new needs and improvements.
HOW MIGHT WE…
HOW MIGHT WE…
organize project management and payroll messages while tracking issue resolution?
organize project management and payroll messages while tracking issue resolution?
OBJECTIVES
OBJECTIVES
Improve Message Tracking:
Improve Message Tracking:
Allow admin to easily monitor resolved and unresolved messages to enhance communication.
Allow admin to easily monitor resolved and unresolved messages to enhance communication.
Clarify Project Assignments:
Clarify Project Assignments:
Implement a system that allows reps and admin to easily identify who is working on each project.
Implement a system that allows reps and admin to easily identify who is working on each project.
Enhance Job Tracking:
Enhance Job Tracking:
Provide a real-time overview of jobs currently being worked on.
Provide a real-time overview of jobs currently being worked on.
Ideating Solutions
Ideating Solutions
OTHER PROBLEMS
OTHER PROBLEMS
INEFFICIENT NAVIGATION
INEFFICIENT NAVIGATION
Problem: Navigating between chat and project stage options is time-consuming.
Solution: Display project stage options on the same page as the chat.
Problem: Navigating between chat and project stage options is time-consuming.
Solution: Display project stage options on the same page as the chat.
DISORGANIZED MESSAGES
DISORGANIZED MESSAGES
Problem: Messages are hard to filter and organize.
Solution: Implement filters for better sorting
Chat Status: In Progress, Notified HO, Notified Installer, Resolved
Installer
Issue Type: Payroll vs. PM
Division (for admin)
Problem: Messages are hard to filter and organize.
Solution: Implement filters for better sorting
Chat Status: In Progress, Notified HO, Notified Installer, Resolved
Installer
Issue Type: Payroll vs. PM
Division (for admin)
Final Designs
Final Designs
Final Designs
After multiple iterations incorporating user and stakeholder feedback, we finalized a more refined, intuitive, and efficient chat design.
After multiple iterations incorporating user and stakeholder feedback, we finalized a more refined, intuitive, and efficient chat design.
Conclusion
Conclusion
LESSONS LEARNED
LESSONS LEARNED
One of the biggest challenges in this project was the shifting requirements around deal stages. While we were building a chat feature, stakeholders were still deciding how to define and display the different stages, including: renaming stages, redefining criteria, and deciding what information users would see at each stage. This led to multiple pauses, often waiting on “final” decisions that later changed.
In hindsight, I could’ve focused more on the core goal: delivering the chat feature. While the deal stage logic was important, it wasn’t the main objective. Midway through the project, I advocated for launching the chat function independently, which helped us move forward without waiting on unresolved decisions.
One of the biggest challenges in this project was the shifting requirements around deal stages. While we were building a chat feature, stakeholders were still deciding how to define and display the different stages, including: renaming stages, redefining criteria, and deciding what information users would see at each stage. This led to multiple pauses, often waiting on “final” decisions that later changed.
In hindsight, I could’ve focused more on the core goal: delivering the chat feature. While the deal stage logic was important, it wasn’t the main objective. Midway through the project, I advocated for launching the chat function independently, which helped us move forward without waiting on unresolved decisions.
IMPACT & CLOSING THOUGHTS
IMPACT & CLOSING THOUGHTS
Despite the roadblocks, the project was a success. After the project was launched, I was curious to see its impact, so I joined sales calls and spoke with stakeholders, and learned that overdue deals dropped by 50%, deal cancellation rates decreased by 32%, and annual revenue increased by 17%. Additionally, users reported higher satisfaction with the product, spending less time managing deals and communicating more effectively with sales reps.
In the end, staying focused on user needs helped us launch a feature that improved communication and delivered real results. What made the biggest difference was involving users throughout the process to ensure our design decisions were actually solving their problems. It was a clear reminder of the value of setting priorities, partnering closely with other teams, and staying flexible as things evolve.
Despite the roadblocks, the project was a success. After the project was launched, I was curious to see its impact, so I joined sales calls and spoke with stakeholders, and learned that overdue deals dropped by 50%, deal cancellation rates decreased by 32%, and annual revenue increased by 17%. Additionally, users reported higher satisfaction with the product, spending less time managing deals and communicating more effectively with sales reps.
In the end, staying focused on user needs helped us launch a feature that improved communication and delivered real results. What made the biggest difference was involving users throughout the process to ensure our design decisions were actually solving their problems. It was a clear reminder of the value of setting priorities, partnering closely with other teams, and staying flexible as things evolve.