Select Page

Sales and Service

Introduction:

One of the largest projects I worked on at Nextiva was the development of a light version of the Sales and Service functionality for the NextivaONE app. While several design iterations had already been completed, the project was put on hold until 2023-2024.

Problem(s):

  • In order to complete this project, we needed to gather requirements and conduct both qualitative and quantitative research.

  • We also needed to identify the most basic sales and service tools to meet the needs of businesses in the first release of the tool, and decide which view types (ex. kanban view, list view) to include.

  • Additionally, we had to define personas and conduct user testing, and upgrade non-responsive page layouts and components to align with the latest design system standards.

My role:

  • As the lead designer on the project, I was responsible for conducting research, gathering requirements, creating prototypes, and developing hi-fi designs.

  • I also participated in design critiques, synced with other designers working on related features and UX, and communicated with the cross-functional team and product manager on a weekly basis.

Finding solution:

  • After conducting research, I found that small businesses have relatively simple needs, including the ability to create and track sales or service requests and view them in either a table or kanban view.

  • This smaller scope is advantageous because it allows us to quickly release and iterate based on user feedback.

  • During a phone interview with the sales team, I learned that users would find the ability to run reports a desirable, but non-essential feature.

  • A comparative analysis helped me identify successful UI patterns for the kanban view, list view, and bulk edit, drawing inspiration from products such as Asana, Send Pulse, Monday.com, and Trello.

  • During design critiques, my team and product managers identified several important details based on user testing and surveys, including the need to improve the bulk edit mode’s intuition, make the action panel stack at the top of the table, clarify that in-line record editing is not possible, and address accessibility issues with certain UI elements. There are many more findings that could be discussed.

Outcomes/Success stats:

  • I conducted multiple iterations of updates for prototypes, flows, and annotations, and made significant progress in converting static page layouts and components into responsive designs.

  • I also aligned the components and patterns used across the designs with the latest design system standards, answered questions from the development team and product managers, conducted user testing with various target groups, and incorporated the feedback into the designs. I also prepared the designs for the development stage.

Overview of entire sales and service file in Figma

Kanban UX (updating stage bg color, drag & drop operations)

Table UX – bulk edit mode

Example of annotations

Example of annotations

Explore in Figma

Learnings:

  • Although we were confident in the overall UI/UX, we were surprised by some instances of user confusion during testing.