Admin App 

admin app
Overview

The Customer Success/Sales team has been frustrated by the lengthy process of adding/editing new data into the website. The inconsistency between Salesforce and and the Admin app also created a lot of confusion and duplicated data. I recreated the structure  of the Admin app to align with Salesforce and improved the productivity and data accuracy with additional features including auto-fill, deduping and bulk uploads. This is the first iteration of the Admin app, which needs further discussion and testing.

Overview

The customer success team/sales team has been frustrated by a lenghthy process of adding/editing new data into the website. The inconsistency between Salesforce and Admin app also created a lot of confusion and duplicated data. I re-created the structure  of Admin app that aligns with Salesforce and improved the productivity and data acuracy with additional features, including auto-fill, deduping and bulk uploads. This is the first round of admin app, which needs further discussion and testing.

Discovery

I interviewed the Customer Success team to understand their workflow and gather feedback. I found that the team has been using most of the fields without understanding what they mean and feels frustrated by the long process of updating and editing data. 

Discovery 

I interviewed the customer success team to understand their workflow and gather feedback. I found that the team has been using most of the fields without understanding what they mean and feeling frustrated by a long process of updating and editing data. 

admin app feedback
Add a user quota
Add a quota

Feature Prioritization

I prioritized features that are relatively easy to implement and make a greater impact. I gathered all the feature requests from the Customer Success team and stakeholders and narrowed them down to the features that can be completed easiest based on estimates from the of Head of Technology. 

 

Feature Prioritization

I prioritized features that are relatively easy to implement and make greater impact. I gathered all the feature requests from the customer success team and stakeholders and narrowed down to the features that can be completed easier based on the estimate of Head of Technology. 

 

2018 SAMHUB

Slimming down fields and options

After interviewing the Customer Success team, I realized that it's essential to go over all the current fields and modify the fields that are not intuitive and unnecessary. I organized all the findings while watching how the team navigates the app and audited each field and option. 

 

Slimming down fields and options

After interviewing the customer success team, I realized that it's essential to go over all the current fields and modify the fields that are not intuitive and unnecessary. I organized all the findings while watching how the team navigate the app and audit each field and option. 

 

Admin App fields – Sheet1

Details

Key Findings 

In our research, we learned that users need the ability to filter their search by location, date, time and brand. We also found that users are nervous about getting their makeup done without knowing what the outcome will be. Given that most of users prefer phone booking, we learned that providing more personalized customer service and establishing trust is the key to success. 

Original Flow

If a company signs up for a subscription after a free trial, the team had to go through the same process all over again. The team had to manually type repetitive information and delete the free trial information after creating the contract. 

Original Flow

If a company signs up for a subscription after a free trial, the team had to go over the same process all over again. The team had to manually type repetitive information and delete the free trial information after creating the contract. 

old flow

New Flow

The new flow makes it possible to convert an opportunity (free trial) to a contract (paid subscription). Every available data point is automatically updated, and once the contract is added, the opportunity is deleted to prevent duplication. 

New Flow

The new flow makes it possible to convert an opportunity(free trial) to a contract(paid subscription). Every available data is automatically updated and once the contract is added, the opportunity is deleted to prevent duplicate. 

new flow

Design Details

Design Details

Creating an account

When creating an account, the team can look up whether it is already in Salesforce and he can simply push the data to the admin app.  

Creating an account

When creating an account, the team can look up whether it was already created in Salesforce and he can simply push the data to the admin app.  

look-up-from-Salesforce

Improve speed and accuracy

I added a feature to look up a company with the RelPro platform while creating an account.  It helps updating background information of the company without additional research. 

Improve speed and accuracy

I added a feature of looking up a company with the RelPro platform while creating an account.  It will help updating background information of the company without a separate research. 

look-up-RelPro

Creating a contract once a free trial user decides to sign up for a subscription becomes simpler. Changing the stage of the opportunity pushes the data to a new contract, and the opportunity is deleted once the contract is created.

Creating a contract once a free trial user decides to sign up for subscription will become simpler. What's needed is to change the stage and all the opportunity data is pushed to a contract and opportunity is deleted once the contract is created.

Converting-to-contract

Make the workflow digestible

Since we added Salesforce fields and a process for adding payment information, it was necessary to categorize tasks by tabs. 

Make the workflow digestible

Since we added Salesforce fields and a process of adding payment information, it was necessary to categorize tasks with tabs. 

Before

2. New Contract full

After

contract page example

Bulk upload feature

Upon request of the Customer Success team, I added a feature to add a group of users at once and assign them separate quotas. While adding users, the team will see how what quota amount is left so they don't have to calculate during the process.

Bulk upload feature

Upon request of the customer success, I added a feature of adding a group of users at once and assign separate quota to each user. While adding users, the team will see how many quota amount is left so they don't have to calculate during the process.

user_list__create_a_new_user
user_list__create_a_user_group

Additional features

I also added ways to manage product and quota, so that the team can set up default options and assign them during their workflows. 

Additional features

I also added the ways to manage product and quota, so that the team can set up default options and assign them during their workflows. 

products_list
products_list__create_a_new_product
quota_list
quota_list-create_a_quota

To be continued

I’m a lifelong learner who always tries to be a better designer than yesterday. If you need a collaborator on your project or just want to discuss UX/UI with me, feel free to contact me. 

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