Optimizing Sales Processes and Enhancing Customer Autonomy
Optimizing Sales Processes and Enhancing Customer Autonomy
Marketplace
Company
Telecom
Platform
Desktop
My Role
UX/UI Designer
Certain information has been modified or omitted to ensure compliance with GDPR
Overview
Telecom offers a range of products in cyber security, communication, and internet access. One of these products, Dedicated Internet Access (DIA), provides customers with a private, high-speed connection. Previously, customers faced a lengthy purchasing process that involved multiple steps, requiring the customer service team to analyze all information manually.
Telecom offers a range of products in cyber security, communication, and internet access. One of these products, Dedicated Internet Access (DIA), provides customers with a private, high-speed connection. Previously, customers faced a lengthy purchasing process that involved multiple steps, requiring the customer service team to analyze all information manually.
My Role
In this project, my responsibilities included supporting the Inception Process led by the UX Lead, developing the Service Blueprint, designing the final prototype, and documenting the interface.
I collaborated closely with the Project Manager, Tech Lead, and Developers to ensure that the deliverables aligned with both business needs and technical requirements.
In this project, my responsibilities included supporting the Inception Process led by the UX Lead, developing the Service Blueprint, designing the final prototype, and documenting the interface.
I collaborated closely with the Project Manager, Tech Lead, and Developers to ensure that the deliverables aligned with both business needs and technical requirements.
Key Problems
The company relied on manual processes that hindered customer service and experience. Customers had to complete a lengthy form for Dedicated Internet Access and wait for a sales call. The service team then faced time-consuming tasks, including analyzing regional service availability, verifying legal documentation, and performing credit checks.
Problem #1
Lack of Autonomy and Information
Users were unaware of service availability in their regions and lacked information about plans, pricing, and the request process.
Users were unaware of service availability in their regions and lacked information about plans, pricing, and the request process.
Impact
This resulted in an increase in users dropping off due to the lack of transparency and clear information that would help them make informed decisions.
This resulted in an increase in users dropping off due to the lack of transparency and clear information that would help them make informed decisions.
Problem #2
Waiting Time and Lack of Feedback
Sellers could take up to three days to analyze the information and contact the customer. During this time, customers were left in the dark about whether their requests were being processed or denied.
Sellers could take up to three days to analyze the information and contact the customer. During this time, customers were left in the dark about whether their requests were being processed or denied.
Impact
This led to decreased motivation to purchase the service, with some customers opting to buy from competitors instead.
This led to decreased motivation to purchase the service, with some customers opting to buy from competitors instead.
Problem #3
High Demand for Analysis
The sales team had numerous tasks, including analyzing customer documentation and managing purchases, which left them little time to serve new customers—a critical part of the purchasing process.
The sales team had numerous tasks, including analyzing customer documentation and managing purchases, which left them little time to serve new customers—a critical part of the purchasing process.
Impact
This resulted in a decrease in the conversion of new leads and future sales.
This resulted in a decrease in the conversion of new leads and future sales.
Business Goals
Improve Management and Scalability
Through technology, the company sought tools and processes to enhance management and decision-making.
Through technology, the company sought tools and processes to enhance management and decision-making.
Increase Conversion
The company aimed to establish a better process for selecting qualified leads, allowing the sales team to focus their efforts on these prospects.
The company aimed to establish a better process for selecting qualified leads, allowing the sales team to focus their efforts on these prospects.
Users Goals
Have Autonomy
Empower users to analyze existing plans and choose the best option for their needs.
Empower users to analyze existing plans and choose the best option for their needs.
Status Request
Stay informed about the status of requests and the next steps.
Stay informed about the status of requests and the next steps.
Insights
Based on the collected information and documents, I developed a Service Blueprint to visualize the connections between customers, the sales team, processes, and APIs. Below are some key insights:
Based on the collected information and documents, I developed a Service Blueprint to visualize the connections between customers, the sales team, processes, and APIs. Below are some key insights:
Antecipate API Response
The system back-end was working with different APIs that could lower the response. We could speed up the process by collecting key information for the APIs at the beginning of the form.
The system back-end was working with different APIs that could lower the response. We could speed up the process by collecting key information for the APIs at the beginning of the form.
Sense of Progress
To keep the user engaged it's important to keep him informed about the system status and offer a sense of progress.
To keep the user engaged it's important to keep him informed about the system status and offer a sense of progress.
General Impacts and Results
The project has achieved significant results for our client so far:
The project has achieved significant results for our client so far:
85% of the process for hiring a new service has been automated;
Optimized the sales team's time by over 50% by providing them with qualified leads.
85% of the process for hiring a new service has been automated;
Optimized the sales team's time by over 50% by providing them with qualified leads.
Impacts by Feature
Some impacts generated by the new design:
Some impacts generated by the new design:
Increased engagement by showing progress and requesting simple information initially and more sensitive details later
The four function as a sales funnel, where only qualified leads progress to the end.
The four function as a sales funnel, where only qualified leads progress to the end.
Improved transparency and built trust
The card displays all estimated costs for the customer, including monthly charges.
The card displays all estimated costs for the customer, including monthly charges.
Reduced the waiting time between the third and fourth steps
The system anticipates the credit analysis by providing inputs to the API in the second step.
The system anticipates the credit analysis by providing inputs to the API in the second step.
Enhanced user retention by offering solutions to recover from errors or edit inputted information
When an API request takes longer than expected, or if the response is negative or an error occurs, the system informs the user about the situation and provides options for assistance.
When an API request takes longer than expected, or if the response is negative or an error occurs, the system informs the user about the situation and provides options for assistance.
Increased error prevention and user control
Customers can review and edit all order information.
Customers can review and edit all order information.
My Works
