Client Collaboration Tool
UX Case Study of a client meeting scheduling tool
Client Collaboration Tool
UX Case Study of a client meeting scheduling tool
Project Overview
Client collaboration tools are used to facilitate communication, coordination, and collaboration between a business or organization and its clients. Client Collaboration Tools help streamline scheduling meetings and conference calls, ensuring efficient coordination and coordination of tasks.
Team: 1 Designer, 6 Developers, 1 Business analyst, 1 QA Analyst and 1 Product manager.
Time: 3 months, full-time
Project Overview
Client collaboration tools are used to facilitate communication, coordination, and collaboration between a business or organization and its clients. Client Collaboration Tools help streamline scheduling meetings and conference calls, ensuring efficient coordination and coordination of tasks.
Team: 1 Designer, 6 Developers, 1 Business analyst, 1 QA Analyst and 1 Product manager.
Time: 3 months, full-time
Key Solutions
- An easy-to-use tool with easy
scheduling, access to important
features, and ease of use is ideal.
- Stronger integration of client
database and Service operations
with product journey for the
user hand-holding.
- Dashboard to quickly manage
meeting and event schedules.
Key Solutions
- An easy-to-use tool with easy scheduling, access to important
features, and ease of use is ideal.
- Stronger integration of client database and Service operations with
product journey for user hand-holding.
- Dashboard to quickly manage meeting and event schedules.
Benefits
- Streamline the client collaboration process.
- Reduction in customer grievances and increase in customer
retention.
- ·Task completion errors and drop-offs were reduced by 85% and 50%,
respectively.
Benefits
- Streamline the client
collaboration process.
- Reduction in customer
grievances and increase in
customer retention.
- Task completion errors and
drop-offs were reduced by 85%
and 50%, respectively.
My role
In my role as a sole contributor, I initially conducted some research and developed workflows for the
project as a sole contributor. I managed the entire design process throughout, starting with discovery
all the way to the delivery of the final product.
In my role as a sole contributor, I initially conducted some research and developed workflows for the
project as a sole contributor. I managed the entire design process throughout, starting with discovery
all the way to the delivery of the final product.
My role
Design Process
In order to collaborate with stakeholders and users, we conducted a Design Thinking workshop. Assess the needs and pain points of each member of the group so that business challenges can be addressed. In order to explore issues more widely
Design Process
In order to collaborate with stakeholders and users, we conducted a Design Thinking workshop. Assess the needs and pain points of each member of the group so that business challenges can be addressed. In order to explore issues more widely
1. RESEARCH
1.1 Key user pain points
- Customers still relying on physical scheduling systems.
- Managers do not balance the workload evenly among clients.
- Too many steps are needed to complete the Meeting / Event schedule.
- There are too many applications in the backlog
- The registration process is complicated
- Employees do not respect the meeting schedule.
1. RESEARCH
1.1 Key user pain points
- Customers still relying on
physical scheduling systems.
- Managers do not balance the
workload evenly among clients.
- Too many steps are needed to
complete the Meeting / Event
schedule.
- There are too many applications
in the backlog
- The registration process is
complicated
- Employees do not respect the
meeting schedule.
2. DEFINE
2.1 Problem statements
- I am a manager from the Tax department
- I am trying to schedule a meeting with a client
- But I need to put the application on hold
- Because I do not have the required information and time availability
- Which makes me feel frustrated and limits my working capability.
- I am the partner of the Advisory department
- I am trying to assign and monitor all Advisory aid requests effectively
- But I am unable to do so
- Because I do not have a way to prioritize the requests and lack visibility on my team
- Which makes me feel helpless.
2.2 UX guidelines
Based on the research, we came up with the following guidelines that we referred to every
time we came up with a design or solution.
- Simplify the workflow
- Create a consistent experience across applications
- Ensure system status visibility
- Do not define the process in stone; give the users some flexibility
- Design for faster performance
- Offer users the ability to set their preferences
- UX over UI design.
2. DEFINE
2.1Problem statements
- I am a manager from the Tax
department
- I am trying to schedule a meeting
with a client
- But I need to put the application
on hold
- Because I do not have the
required information and time
availability
- Which makes me feel frustrated
and limits my working capability.
- I am the partner of the Advisory
department
- I am trying to assign and monitor
all Advisory aid requests
effectively
- But I am unable to do so
- Because I do not have a way to
prioritize the requests and lack
visibility on my team
- Which makes me feel helpless.
2.2 UX guidelines
Based on the research, we came up with the following guidelines that we referred to every time we came up with a design or solution.
- Simplify the workflow
- Create a consistent experience
across applications
- Ensure system status visibility
- Do not define the process in
stone; give the users some
flexibility
- Design for faster performance
- Offer users the ability to set their
preferences
- UX over UI design.
2.3 User persona
Based on my research I have identified some user types and I have created a user persona that guided me to make better design decisions
2.3 User persona
Based on my research I have identified some user types and I have created a user persona that guided me to make better design decisions
2.4 Setting the success metrics
- Increase Client happiness index
- Increase quantitative visibility of the team’s performance
- Reduce time spent on calls with the Client
- Reduce the manager’s workload
- Increase the availability of data in the system
- Reduce time taken to create /close the Meeting Schedule
2.4 Setting the success metrics
- Increase Client happiness index
- Increase quantitative visibility of
the team’s performance
- Reduce time spent on calls with
the Client
- Reduce the manager’s workload
- Increase the availability of data in
the system
- Reduce time taken to create
/close the Meeting Schedule
3.2 User flow
A user flow helps us understand how a specific task will be completed by the target user.
3.2 User flow
A user flow helps us understand how a specific task will be completed by the target user.
3. IDEATION
3.1 Information Architecture
Information architecture helps users find everything they need without too much effort and allows users to easily adapt to the product's functionality.
3. IDEATION
3.1 Information Architecture
Information architecture helps users find everything they need without too much effort and allows users to easily adapt to the product's functionality.
Key ideas to improve the employee’s productivity
- Schedule of meeting priority during registration (Normal, Urgent)
- Predictive scoring of client meeting / Event Schedule
- Dashboard key information and pending task
Key ideas to improve the leader’s//manager’s productivity
- Auto assignment of request based on meeting/events type configuration
- Dashboard to track team and Schedule performance
- Reduce the information required for booking.
Key ideas to improve the employee’s productivity
- Schedule of meeting priority
during registration (Normal,
Urgent)
- Predictive scoring of client
meeting / Event Schedule
- Dashboard key information and
pending task
Key ideas to improve the leader’s//manager’s productivity
- Auto assignment of request
based on meeting/events type
configuration
- Dashboard to track team and
Schedule performance
- Reduce the information
required for booking.
4. DESIGN
4.1 Low- Fidelity Wireframe
4. DESIGN
4.1 Low-Fidelity Wireframe
4.2 High- Fidelity Wireframe
4.2 High- Fidelity Wireframe
5. TESTING
5.1 Post-design, we conducted multiple usability sessions
- We reserved 30mins every day with a new person in each department for feedback on
designs.
- We made app ambassadors in each department. These employees understood the
system the most and were the go-to person for all questions the other employees might
have related to the new app.
5.2 Evaluating the success metrics
- Number of Schedules per week increased by 25%.
- Errors and drop-offs in task completion were reduced by 70% and 50%, respectively.
- Customer satisfaction score: Improvement
5. TESTING
5.1 Post-design, we conducted multiple usability sessions
- We reserved 30mins every day
with a new person in each
department for feedback on
designs.
- We made app ambassadors in
each department. These
employees understood the
system the most and were the
go-to person for all questions
the other employees might
have related to the new app.
5.2 Evaluating the success metrics
- Number of Schedules per week
increased by 25%.
- Errors and drop-offs in task
completion were reduced by 70%
and 50%, respectively.
- Customer satisfaction score:
Improvement
Takeaways
- Effective scheduling and structured approvals enhance coordination across teams and
departments.
- Predictable workflows and centralized communication improve the quality and speed of
service delivery.
- Automation of manual processes accelerates operational cycle times.
- Real-time visibility into organizational workflows enables better decision-making.
- The Client Collaboration Tool offers comprehensive control over the entire meeting
scheduling process.
- Process automation and
structured approvals for every
user across different teams,
departments
- Predictable workflows and
centralized communication
help improve the quality and
speed of deployment for the
process and services you need
- Automate time-intensive and
error-prone manual processes
and speed up Gate Process
cycle times
- Give your organisation real-
time visibility into spending so
you can make better budget
decisions
- Gain real-time visibility into
budgets to encourage more
proactive spending
management
- Project Gate System gives you
complete visibility and control
over your end-to-end Gate process
Takeaways
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