CHALLENGE

How might we enhance the contact experiences to empower financial advisors with comprehensive client insights, enabling them to authentically and intelligently grow business relationships and deliver a human experience at scale?

B2B / ENTERPRISE products » CLIENT - https://hearsaysystems.com/hearsay-platform/

Role - End to end lead designer ( individual project )

Product opportunities

Static and irrelevant content, the contact experience provided bare minimum value.

SOLUTION

Extending the contact experience

1. Adding multiple phone numbers

200 + customer tickets for adding multiple phone numbers.
70% of their customers have 2 phone numbers on file. The vast majority of customers have only 1 email address on file.

2. Leveraging Last Interaction to row business relationships

Why is the last interaction important for users?
What are some of the frequently used channels?
How can the last interaction create more engagement? How can we measure the last interaction usage?
How much of the past interactions do we show for further engagement?
How far do users track back and why?

Quotes from users that helped to define the content for the last interaction feature.

A little bit more than once a month. It could be newsletter, it could be email, it could be phone call, could be any number of those the of those combinations. I have to call prospects every single day. But we as a company don't want to be so onerous that they our clients get annoyed by it.

Last Interaction + Multiple Phone Numbers in Contacts Drawer view

On an average we are cold calling 100 prospects per day, get 5 leads, out of which 1 is converted to a client and retaining clients is all about relationship building

Re-design of Filters and Sort actions to help user connect with the right contact at a right time

3. Managing Contacts through Bulk Actions

• Create and Manage List actions under the Bulk Action feature were misleading and totally disconnected.

• How can we expand Bulk Action feature for the new data fields like Contact Type?

• Two separate filter options were confusing and not scalable.

Re-design —

4. Micro-interactions

5. Information Design through Avatars

6. Components

DISCOVER

Research A — Multiple Phone Numbers / Email

How do users reach out to customers and keep customer information up to date?

What potential issues might come up in your product areas due to these additions? How this might impact any specific efforts you have going on? Is there any specific field you find important to be considered? Any specific use case?

Research B — Supported Fields

What information is needed to provide users with the right context?

On a scale of 1 to 5, how important are the following fields: (1-not important at all / 5-extremely important)?

ITERATIONS

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