Customer Experience Application

The Project

This application was part of my larger work to modernize Omeda's aging green screen customer experience portal.

The portal includes the customer records and order system shown here, email marketing, landing page builder, reporting dashboard and administrative tools.

Key Stakeholders

My primary stakeholder group was the customer service team. In addition we served forty customers who required occasional new features and changes to the portal.

The Challenges

My first hurdle was overcoming the negative feeling about designers left by my predecessor. I quickly gained the team's initial trust by sitting with them, listening to their concerns and needs and asking confirming questions. I earned their full trust when I showed them the first set of concepts a week and a half later.

The second challenge was redesigning the entire CX application in four weeks. I solved this by taking an iterative approach, first demoing the end to end concept, then handing off complete designs per each sprint.

Requirements

The main requirement was for the new SaaS solution to mimic the keyboard control found in the legacy, green screen solution. The user is able to both tab through the application and use the keyboard to access inputs.
Other requirements included:
 1. Ability to view all tables on one screen.
 2. Automatic memos based on actions taken during a session.
 3. Ability to complete product purchases during a customer call.

The Result

We were able to launch the new CX portal in 9 months, with the rest of the applications following within the next 18 months.

The new design directly led to acquiring the largest client Omeda had in their 40 year history.