CRM Documents
CRM MIC is a comprehensive system that enables managers to work with client service requests and support tickets. The Documents section in CRM MIC is one of the most crucial parts, tied to the legal and compliance aspects of the process.
Team: Development team of front-end, back-end developers, data scientists and product managers as a single designer responsible for the entire UX of the product.
Users: Internal employees (Managers)
Design System: Utilized basic existing components such as buttons, inputs, colors, icons, typography, and illustrations.
01
Context
BMC Software is a company providing software solutions to manage business services and IT infrastructures.
Data for 2022:
Market share in IT service management: 54%
Monthly active users (MAU) of service management tools: 7.3 million
Revenue: 15.4 billion dollars
CRM MIC is an internal CRM for managers, where they handle service requests and support tickets from clients.
02
Interaction of Different Roles with CRM
Business teams in CRM are constantly looking for new ways to increase the number of resolved support tickets, which is our main metric. In this context, we decided to focus on the related metric of document returns from identity verification and privacy teams. BMC Software has to hire external consultants to verify the correctness of documents provided by clients and support agents. Each submitted document package costs money, so it's essential to minimize incorrect submissions by managers.
03
The process
Research
We identified the main reasons users might make mistakes and send the wrong document package to identity verification teams:
The list of required documents and the documents themselves are in different tabs, making it impossible to view both simultaneously without tricks (e.g., opening two browser windows side by side).
Clients often send incorrect documents, and this is only discovered after the identity verification teams return them.
Identity Verification Documents
The system also features an identity verification function using identification documents. The system uses technology to recognize the client's ID or passport and a photo of the user with the document for verification.
Task Definition
📌 Improve the documents section to make it faster and more convenient for managers to check client documents. Users should also be able to compile a document package for submission while cross-referencing the list.
04
Prototyping and Testing
Solution Search
In the first version, I created two document views: card and list. The card view should have been useful as it was more visual than text-based (considering document names from clients are often in formats like "cloud-document-2-5287356997690198171").
In the viewer, I added more functionalities: download, move to another folder, select for bulk editing, etc..
Prototyping and Testing
Concept 1
We conducted usability testing of the first concept with users. The feedback was not very positive because it didn't cover all the tasks and differed too much from what users were accustomed to.
Pros: Information about the document (who uploaded and when)
Cons:
Multiple clicks to transition to the desired category
Card view was useless since it couldn't display PDF previews
Status change of the document was too inconspicuous
It was too different from the previous version
Concept 2
In the second version, I addressed the feedback from managers:
Document categories are now tabs, eliminating extra clicks
Only a list view with a medium preview on hover
More prominent status selection buttons
Drag-and-drop files between folders
This is an interactive prototype of the second concept. In the second version, we also implemented the ability to work with documents in the context of a task. If the task is designed with an entry point in the widget, users can select the necessary documents guided by hints and fill in document fields directly while viewing the file.
Results
We achieved our goal and reduced document returns from identity verification teams by 2.4%.
Users made fewer errors in other document-related tasks.
Increased speed in completing document verification tasks.
The document field filling function in the viewer proved extremely useful in another project, "Verification Automation," where we almost completely eliminated the need for live consultants and automatically verified document fields.
AND MUCH MORE NDA 🙈
We worked hard on this project and did a lot of research and experiments. I can't show the results of our work yet, but I'm very happy with what we've accomplished. It was one of my favorite projects…
