About
CRM revenue forecast or revenue management function allows one to view the actual and forecasted revenue for the entire company, as well as by country, department, or individual manager. The pipeline allows one to set goals, enter forecasts, and configure complex link views.
My room for improvement
Started the discovery phase as the only team member.
Planning process and designing experience for data-heavy application.
Qualitative research: observation, interview, feedback analyses, competitor analyses.
Quantitive research: CSAT, CSI.
Discovery
At the start I...
built information architecture of the old application to understand the scope which users interacted daily.
analysed appeals in support, surveys, CSI results of the past two years, and made competitor analysis. It helped me to set success criteria.
conducted meetings with the CRM dev team to discuss the component library. We decided to develop the tool based on UUI-4, even though EPAM CRM is based on Microsoft Dynamics.
Role matrix
Based on the interviews, I found that the function was used by a lot of different roles. We focused on the six. I analysed the roles, their needs and what functionality each of them needed. Throughout the whole process, I used role matrix for validation design solutions.
Problem received during research
Handover
KnowledgeTransfer to another designer
I created a table in Coda to account for the dependencies. For example, getting to know the business analyst of each area would happen after watching the introductory video, and discussing UI library would not happen before getting permissions.
Access to the table of links to artefacts remained with the new designer. He can refer to it at any time and use it as the team expands.
It consists of
Links to Figma project, Miro, and Coda files
Project's Jira and KB space.
Meeting records with key information and project essence.
List of team members.
Transfer events timeline.
Link: Knowledge transfer template in Coda
