CUSTOMER LIFECYCLE MANAGEMENT PROPOSITION

Research

Stakeholder Interviews

After the initial competitive analysis a focus group of project managers, accountants, team leaders and resource companies were invited to share their views on the ideal software which could save time and serve their potential needs. Three following target groups were identified as potential user personas.

We are looking to develop a proposition that would help your business maximise value across the customer lifecycle, primarily focussing on creating a more enhanced and cost effective CIB customer experience.  We are looking at the process of ‘customer lifecycle management’ through an outcome-focused customer lifetime value lens.  

More specifically, we would like to focus on identifying what you consider your most significant challenges and pain points across CLM processes. Secondly, we will ask you some broad questions around features of potential solutions.

Once the basic product was built with content tables displaying data the challenge was to interview clients in order to establish which data they required and how the data should be displayed once the application retrieved it from the database.

Some clients needed detailed data breakdowns regarding costs, expenses, timesheets for instance whilst other clients needed a more basic layout and information as they were not too concerned with breakdowns. This is where the work really started as literally hundreds of different screens had to be built and customised to ensure user expectations were me.

Another challenge the team had to overcome was the fact that a number of the members were working from remote locations. I was fortunate in the fact that I have had the opportunity to work with some of the team previously. The challenge of everybody being on the same page was the most important to address.

The Solutions

After a near exhaustive combination of data displays were first prototyped and tested with users and itterated several times they were handed over to the development teams working for respective clients.

These screens were finally all collected and added to the SaaS product where new users could then choose how their data were being handled and displayed through them responding to certain questions during the registration process.

Communication to the success of the project was key as an Agile methodology was used. The project was managed using Agile as the application is cloud based where development, testing, improvements and deployment could be done in quick cycles. This not only allowed for the project to be completed in a shorter time period but also cut out the need for time consuming meetings and piles of documentation being sent back and forth waiting for approval. Decisions were made rapidly to keep the process on track.

Short meetings were held with the use of Skype and Team Viewer and all files were shared on the cloud.

PUTTING IT TOGETHER

• Learn from users by interviewing them and by observing them. After building more than 200 screens for different requirements for different clients I have more empathy for users and their needs as I saw first hand how business requirements differ from organisation to organisation.
• A data driven site has the potential to throw some challenging layout problems a UX Designer and Developers’ way. Communication and Collaboration is key to be successful especially when a project grows rapidly and unexpectedly.
• Stay Humble. There is a lot to learn from the process and people involved in the process