Research & Insights

We conducted research using the In-Depth Interview method with 5 participants from 3 FEC and 2 Coach. The aim of this research is:

Here are some of the insights:

Ideation with HMW & crazy eight framework

After gaining insights, we determine the HMW to simplify the user's workflow. We focused on the HMW to carry out the crazy eight process with the team. This method allows the team to generate multiple ideas at once. The sketches will also be transferred to a hi-fi prototype for testing.[PH] Design Process Phase 3

• How might we make it easy for FECs to view and manage the lead data they are following up on with slow devices so they can focus on the important task?

• How might we streamline the lead follow-up workflow for FECs?

After the designer, product team and engineer team finalized the idea, then we align which features to prioritize while considering the timeline and effort that is needed.

Features Needed

After prioritizing the ideas with the stakeholders, the new added features to the CRM will improve the users (FEC, Coach dan Regional Lead) workflow by:

• Simplifying the process of leads data recording

• Equipping the RG form with an OCR feature to convert previous on paper leads data

• Sending all data from RG form to the users’ leads data pool

• Enabling users to export data to Sheets and message blast to leads

• Enabling FEC to prioritize leads with priority list features.

• Enabling Coaches and Regional Leads to view each FEC priority list.

The Features

Now that we’ve covered the basis, it's time for us to craft the concept and explore the possibilities of how these features can fit properly based on the findings.

This flow shows where FEC can view the leads data that’s filled by the lead in Google Form. FEC can also filter the data according to their needs.

The blast message feature can help FEC in its daily work without having to go back and forth to other tools, because this feature also provides multiple blast messages in the same template.

With this feature, the FECs can add a priority list of potential leads to be contacted on the same day. They could also update their status and contents of notes after they prospect students, which can be periodically reviewed by the Coach.

Testing Result and Change

To validate the idea in the ideation process, the usability testing was conducted with 3 participants joining the research. To assist the testing, open-ended scenarios were prepared. The scenario is based on the user journey insight where respondents were asked about their behavior ketika bekerja sehari-hari seperti biasanya.- blasting whatsapp ke users buat difollow up- Understanding how to navigate for all of the flow- Search and see lead’s data.

I changed the entry point to “See All Lead Data” by making it more prominent to users, and also moved the filter above the table. I also changed the “School Visit Data” to spreadsheets-like layout for the same reason above.

There is a finding in Usability Testing where users thought the delete icon is to delete all the data below, so I change the icon to text (Clear Filter).

Apart from the mentioned above, users can navigate easily in the other flow. Users also stated that this added new features improve their workflow efficiency.

Finalized the design

After a lot of iterations, below is the finalized design. This is the design that matched our vision and really put users at the center of our process.