Dashboard RedesignSarah Papp | Chris BachlerUX Design Immersive, Fall 2013General Assembly, San Francisco
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Project Overview
Solar powered lights that also charge your cell phone
Off-grid worlds and emerging markets
Background
Pay As You Go (PAYG)
Energy Hub
Track revenue, support, and customer activity
Distributors
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Overview
Adding new accounts and groups
The Problem
Documenting support issues
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Project Overview
The Solution
Empower users
Create and edit groups
Improve revenue tracking and customer activity
Improve and guide customer support
Generate account numbers
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Key Screens
Dashboard Payment Activity
Account Detail PageGroup Detail PageWednesday, October 30, 13
Page
Prototype
6
Link: http://share.axure.com/6I0DBX
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Planning
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Key PartnersSunny MoneyEast African School LeadershipOther Distributors
Key ActivitiesCreating and editing groups and accountsCreating and tracking support cases (either payment or general support oriented)Contacting CustomersTracking revenue and sales
Value PropositionFunctional and intuitive dashboard for sales distributors and support/operations teams
Customer RelationshipsSelf-service - users will use the dashboard to generate accounts, create groups, and provide customer care
Key ResourcesEngineering team (building and implementing dashboard software)Operations and sales teams (guiding design of dashboard)Account Data Channels
Dashboard siteAngaza communications
Customer SegmentsAngaza operations personnelThird part distributors
Cost StructureServer space and time spent on using and developing dashboard
Revenue StreamDirect revenue for Angaza takes advantage of their Pay As You Go (PAYG) technology. The dashboard contributes to productivity, so ease of use is critical.
Business Model Canvas
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Competitive Analysis
Current Dashboard CRM Solutions (Salesforce, Sugar, Access, Act!)
Customer Support Software Solutions (Citrix Help Desk,
Salesforce, Zen Desk)
Recent Activity Can sort by date, otherwise, no feed or recent activity display
Displayed in feed or in static list on open/home screen; links to recently
viewed or edited pages/objectsDisplayed on
Note FunctionEntirely by hand, location not
logical, different users have same edit permissions
On all object pages (i.e. a sales opportunities, accounts,
campaigns, etc.), users can add in notes
Big yes, users enter notes that have timestamps and their name
automatically inserted
History DisplaySort by date; account detail page breaks into different categories in
long list of entries
Activity trackable, changes with dates and who made them also
listed in object pagesActivity tracked within case with
date and user name tagged
Search / Filters No search, limited filters Global search, tends to need correct spelling Search is available
Create New Object Not possible, CTO does everything in the backend Users can do this Users can do this
Upload Content (i.e. email, files, documents)
Not possible, even from the backend
Big yes--can upload to multiple locations and use global search to
locateCan upload email and files to
support case
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User Research
Method OpportunityTop 5 FindingsInterviewed internal Angaza users and 3 non-Angaza personnel with related experience
1. CTO manually creates groups and account numbers 2. Key functions (notes and search) are buried within interface3. Support will need to be handled entirely by distributors in the future4. Distributors mainly care about revenue reporting and support5. Angaza team cares about overall system in addition to support and revenue reporting function
Bringing functionalities like search and notes forward while enabling users to create groups and generate accounts from within the dashboard are critical, but beefing up support capabilities and revenue data is key as well.
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Opportunity Analysis
Create Groups
Adding a core set of features to the dashboard will make it more usable and will allow Angaza to scale their business model with less frustrations. Core features include:
Edit Groups
Generate Accounts
Easily find open support cases
Streamlined and easily found notes for accounts, groups, and support cases
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BackgroundJamie has built a career in business operations in emerging markets and has worked in the alternative energy space for six years. She has been tasked with overseeing a robust and growing network of third party distributors for Angaza Design’s product line, which means she spends a lot of her time in the dashboard. Other job responsibilities include administering the supply chain for Angaza’s products, building up distributor relationships and expansion, as well as reporting financial information to the Angaza board and investors. She works long hours five days a week making sure the business runs smoothly and depends heavily on data collected inside the dashboard to make decisions and recommendations to her team and higher ups on business strategy.
Jamie | Angaza Operations Team Lead
Key Characteristics• 41• Single• MBA• Tech Savvy
Technology Habits• Expert in Excel and other MS Office Suite• Uses the dashboard all day, five days a week for customer support and reporting• Constantly checking email• Uses smart phone
Motivations• Provide great support to distributors• Access information within system quickly• Would like to make processes as simple as possible as more distributors come on board
Personas
Getty Images
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BackgroundAlec is quick to gauge an opportunity and uses this to his advantage--he works as a third party distributor for several different manufacturers. He prides himself on working with both his customers and the makers of the gadgets he sells in order to provide great goods to people near his home base of Masanda, Kenya. He and his wife have three children, who all go to school and use the SoLite to study at night. He is extremely busy and likes using technology to make his business run better but doesn’t have a lot of time to learn knew systems or software.
Alec | Angaza Distributor
Key Characteristics• 29• Married• High School• Limited Experience with Technology
Technology Profile• Has an old IBM Thinkpad that he uses a few times a week for email• Is an expert at Mine Sweep• Fairly responsive to emails• Uses late model mobile phone
Motivations• Revenue tracking• Maximizing sales and time spent making sales• Does not want to learn a complicated system or do anything that gets in the way of making more sales
Personas
Getty Images
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Design Hypothesis
We analyzed the current dashboard as well as popular CRM and support desk solutions. We also did some user research, all to gauge our core feature set and focus areas.
A dashboard that allows users to create and edit groups, generate account numbers, as well as easily access revenue, customer data, support cases would prove to be a huge step in company growth.
Our analysis and research pointed us to add a specific feature set that would provide the maximum amount of function for the minimum amount of bandwidth in order to accommodate a range of internet connectivity and technology usage.
Method
Findings
Opportunity
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Conceptual IterationSketching played a large role from the beginning of our ideation phase. These are just a few of those sketches.
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Collaborative Design
1. Revenue needs to be more prominently displayed on dashboard home. Revenue is a main driver for the distributors to log in and use the dashboard to see how much money they will be receiving from sales.
2. Don’t add features to interface just to have them. If it takes the distributor and Angaza less time to complete the task over the phone, best to leave that feature out in this version at least. For example, unit ordering is done outside of the dashboard and should stay outside for now.
3. Account detail page should not have tabs. Hiding account information away in tabs isn’t strictly necessary to keep the page looking clean and having that information on a single page is very convenient.
4. Suggested support list placement should slide in and then possibly disappear as needed.
5. Leader board functionality needs to be applied to accounts and groups so that problems can be spotted easily.
Top 5 Findings
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Prototype Design Iteration
Note the tabbed layout, large map of Africa, and data callouts.
Dashboard Home
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Prototype Design Iteration
Note the tabbed layout.Account Detail Page
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User Testing
1. Dashboard needs cleanup. Make sure sample data isn’t all the same and aligned correctly. Make sure each color means only one thing.
2. For the open case listing on the dashboard, make it clear what the next steps are. Make relevant data available as well.
3. Account detail page needs some reorganization, especially the support section. Reconsider the work flow and the placement of corresponding page elements.
4. Map on dashboard might not be pulling its weight. Play around with the size and consider outright removal.
5. Account detail page needs more account data such as average payment size and default history.
We tested two near-target users--one with a sales and distribution background and another one with experience with a product and market very similar to Angaza. We also tested eight non-target users, people without sales or distribution experience or knowledge of the solar energy market.
Top 5 Findings
Method
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Prototype Design Iteration - Continued
Replaced separate payments, calls, and messages pages.
Payment Activity
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Prototype Design Iteration - Continued
Single view that includes statistics, history, and open cases.
Account Detail
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Design Specification
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User Roles
DistributorUses the site to facilitate sales, track payments, and generate revenue data. Needs to be able to create and edit groups and accounts as well as access relevant data. Also needs to be able to easily support customers.
Angaza Operations Team Member
Uses the site to administer customer support and monitor system performance. Needs to be able to track and diagnose problems as well as access data on groups and accounts.
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Contacts School/
Sales Lead
Sales/Distributor Journey
If lead is interested in SoLite, distributor schedules
visit.
Logs In to Angaza
Pay as You Go (PAYG) Dashboard
Creates New Group
Generates Account Numbers
Enters Group
Information
Head teacher/
sales POC promotes product
Customers opt to
purchase
Customers make initial
payment using Mobile
Money, activating
their account
Delivers Account
Numbers to Head
Teacher / Sales POC
Accounts Activate
Automatically when
Payments are Received
Tracks Payments
and Revenue through
Dashboard
Units are ordered
based on activated accounts
Receives Units,
already assigned to accounts,
and delivers them to sales
contact
Sales contact
distributes units
Customers use SoLite and make
regular payments via Mobile
Money
Key
Actions in Real World
Virtual, Outside of Dashboard
Actions in Dashboard
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Operations/Customer Support Journey
Logs In to Angaza
Pay as You Go (PAYG) Dashboard
Views Recent Activity Feed
Views Account
Detail Page
Selects Account that
Needs Attention
Issue is Resolved
Reviews Recent Account Activity
Calls User to Resolve Support
Issue
Marks Case as Resolved
Key
Actions in Real World
Actions in Dashboard
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Concept Model
Dashboard
Quickview
Revenue
Support
Groups
Accounts
Create
Edit
Generate
Cases
Payment Activity
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Site MapLogin
Dashboard
Accounts PaymentActivity
Groups
Generate Account Numbers
Account Detail
Create Group
New Group Form
Account Overview
Account History
Account Ongoing Support
Group Detail
Search
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Task Flow: Create Group and Generate Accounts
Dashboard Groups
Create Group and Add Accounts
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Task Flow: Find Problem Accounts and Groups
Payment Activity
Account ViewDashboard
Sort by Worst to Best Sort by Worst to Best
Group View
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Task Flow: Find Account and Resolve Support Case
Dashboard
Account Detail
New Case
Resolve Case
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Annotated Key Screens
Dashboard
A - Outstanding support issues with actionable ones in bold and issues waiting for customer action not bolded.B - Global search.C - Quick look at group performance based on revenue.D - Quick look at account. performance based on number of activations, unlocked, and support cases.E - Payment Activity addition to top navigation.
AB
C
D
E
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Annotated Key Screens
Account Detail
A - Account information.B - Payment progress, how far along the customer is in paying off their device.C - Average payment amount.D - Missed payment information.E - Open issues, use this box to track ongoing issues, edit and close them.F - Account history, included resolved cases, past payments, calls, and messages.G - Suggested next steps depending on the type of issue selected.
A B
C D
E
F
G
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Annotated Key Screens
Payment Activity
A - Sortable data categories.B - Choose between Account and Group view. A
B
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Annotated Key Screens
Create Group
A - Basic group information, name, number of units and account numbers needed, as well as geographic info.B - Add additional product, a feature they will need as they build out their product line.C - Add point of contact in case there are multiple people involved with the group.D - Pricing information, distributor can set custom pricing for groups.E - Notes.F - Add Group button saves the group.
A B
C
D
FE
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Thank YouSarah Papp | [email protected] | (415) 350-1448
Chris Bachler | [email protected] | (650) 208-8097
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