Case study: a portable CRM product

Billing Air is an adventure sports company based in Bir, Himachal. The core objectives of this company is to process as many as work orders rather than focusing on business management.

Business objectives

Pain Points

• Collecting and managing work orders manually over spreadsheets.
• Manual document collection and data management in offline desktop folders.
• Payment processing manually via different payment apps or card machines.
• Spending time in collection of performance data and business pain points.
• No proper way to manage finance.
• Collecting user feedbacks and queries is a very unsystematic.
• Realtime data of order status is not available.

What I did here?

• UX research
• UI design and Prototype

Why, What, How & When ?

I have few questions for the users and stakeholders, which will let me understand the overall scenario.

• Why Billing Air need this product now not previously?
• What are the reasons and factors push them to take up the CRM approach rather than traditional method?
• How they got to know about the handy digital solution of their problem?
• When they decided to go full fledge with this product idea?

Outcome

• Billing need this digital product now because of recent surge in tourist and adventure sport activities due to remote job culture and few govt. policies.(WHY)
• The main reason behind the CRM approach is due to surge in data collection and management of the organization in a better/simpler way.(What)
• Stakeholders are well aware about the digital solution and they were looking for the ways to get this product done since one year.(How)
• As their work orders are going high and they have plans to expand business in other places as well So, they figured out this is the only way to keep things under single hood.(When)

User research

During research phase I interviewed stake holders and several pilots/instructors. (Presented an abstract interview data)

After interviewing, I started to understand 2 different aspects and scenarios of the product usage.

Normal Usage (Primary Research)

In this case, product will be used in office or controlled environment where all the back office related work will be happening. So, adding new order, payment processes and data collection/abstraction can happen in a normal manner.

• Controlled environment
• Enough time to navigate between complex aspects of the product
• Priorities are: Adding customers, payment process, Monitoring data, decision making etc.

On field usage(Primary Research)

In this case, product will be used by instructors on field to verify customers and their insurance document before activities. Scenarios including high mountains, deep forest, water bodies, paragliding launchpads etc.

• Fast paced environment as they solely verifying info.
• Internet availability is a concern. So, App needs to take offline backups at intervals.
• The product needs to have simple UX and smooth UI(No fancy transitions) because work needs to be done earliest.
• Priorities are: Doc Verification, add new customer(if required) and executing/updating work orders.
• As these activities generally done under bright sun or on clear day. During design we need to make sure the color scheme should be on the brighter side and having florescent touch so it could be visible easily.

Priority Mapping

Possible solution

An android app with right upfront home screen consist of initial condensed form of data, easy to add and update for customer information and few really abstract form of data to make it easy to take business decisions accordingly. A downloadable report will also there with suggestions.

• One important thing: We are going to use data analytics to create and form suggestions to improve business and the areas where improvement is needed.

Accessibility factors

• Data backup option/offline mode will be present.
• UX and UI need to be simple and usable.
• Add option needs to be most accessible and simple task to do.
• Simplified version of financial data.

Goals

Billing Air needs an all in one handy solution, which can minimize offline processes and can keep all data under a single hood.

1. Adding/ tracking all the work orders.
2. Able to fetch business analytics for better decision making
3. Need seamless document collection, verification and payment processes.
4. Finance management system.

User Flow

Information architecture

Wireframes

Usability testing

• Few More features needed to be added and eye tracking needs rework.

Brand identity/ color scheme

Feedback received from stakeholders

• Condense analytics on a single screen(At least important numbers needed to be upfront)
• Adding users is simple but can we have more simplified version of this entity.
• Can we implement more simple way of payments.
• Other than these detailed analytics, revenues and other stuffs are clean and informative for business.

User Interface

I am adding a few screens out of whole design iterations.

Result

Don’t have enough data about the impact of this product as it is under development stage and few back n forth is still going on.