GO! Agent by E&V
The new responsive CRM website to manage all daily tasks of agents.
#ContinuousDiscovery #UserInterview # UsabilityTesting #ProductDesign
Project: GO! Agent
All agents work with an outdated CRM system that is not available on mobile phones. The product team already started with a proof of concept to make all information accessible
for mobile phones in a first read only version and got the opportunity to make this responsive approach a real success story.
Together we set the research goal, aligned on the target group we want to have as co-creators for continuous discovery sessions and got a shared understanding about existing assumptions.
This is the POC we tested in our first discovery
Desired Research Goal
Decrease the value risk & usability risk with understanding what are possible obstacles for users with the new responsive platform and create recommendations based on user insights. Discover and evaluate a prioritization for upcoming features from the users perspective.
Remote User Interview with Usability testing
User Quotes
Is this Website already a benefit for you today?
“Yes, in any case, the ability to access and view this information on the mobile phone is worth GOLD for me!”
“Yes, a very good benefit to work on the go!”
“No, not a real benefit for me today, because I hardly work spontaneously on the go - but really prepare all steps very well in the office on a big static working station with a big screen.”
“not really, I do a lot on my smartphone but I need to do more than just read information.”
Insights & recommendations
After analyzing all findings I created user interview snap shots to share the insights with multiple teams, the hands on recommendations where easily implemented and highly optimized the user experience on this tool.
#InterviewSnapShots #ProductDesign #DESY
Product design recommendations
As we need to focus on quick optimizations I addressed the most painful points I observed during the testings:
- no clear navigation structure, user were missing orientation and wonder how to get back
- confusing entry point on mobile starting with a list of clients without any headline
- the behavior of the search and filter was not understood on mobile phone due to a very long list of filters users didn't saw their results
- prioritization of property pictures for the property detail pages
Whats next?
The next steps are to add functionalities to the read only version and to create a general design system for productivity tools that sets the focus more on tools and apps rather than websites.
At the moment this tool is used by a selected group of about 50 agents that are enthusiastic to optimize this website with their feedback, so we start to explore new opportunities that we can validate with our co-creators!
