Sales Empowerment Redesign - Lumio
Role
Lead UX Designer
About Lumio
Lumio, a leading solar energy provider, utilizes a door-to-door sales model to acquire new customers. The product team plays a crucial role in developing innovative tools and resources to empower sales representatives.
Old: Not My Work
New: My Work
Overview
When I joined Lumio, the sales team was using an MVP tool called "Solflow," developed by a founder and an engineer. This comprehensive tool supported various sales functions, including recruitment, team management, competitions, lead generation, and solar deal facilitation.
As the company grew, so did the demands on Solflow. Sales leadership and representatives provided valuable feedback and feature requests, prompting the need for a UX audit and subsequent redesign to scale the tool and better align it with our evolving needs.
Discovery
Objectives:
Assess the strengths and weaknesses of Solflow
Align with executive leadership's roadmap
Research Methods:
User Interviews
Prioritization of product request backlog
Participants:
Sales Representatives
Sales Managers
Sales Training Team
Executive Leadership
Key Findings:
The application’s multi-functional nature led to a complex, non-mobile-friendly interface, despite 60% of users accessing it via mobile devices.
Absence of a search function hindered information retrieval.
Lack of notifications for account changes or required actions.
Misalignment of list views with user mental models.
Limited filter functionality, impeding effective account management.
Solutions
Navigation and Functionality Improvements:
Problem: Complex navigation and lack of mobile optimization.
Solution: Redesigned the navigation, dividing the app into four distinct sub-applications based on specific job functions. Adopted a mobile-first approach to enhance usability.
Search Functionality:
Problem: Difficulty finding specific information due to the absence of a search feature.
Solution: Introduced a search icon in the main navigation, enabling quick access to content without navigating through multiple screens.
Notification System:
Problem: No alerts for account changes or actions.
Solution: Implemented a notification system to inform representatives of important updates and actions.
Enhanced List Views:
Problem: List views did not match how users conceptualized their accounts.
Solution: Introduced a flexible list view with an option to switch to a Kanban-style layout, catering to user preferences and improving task visualization.
Improved Filtering:
Problem: Limited filtering options and poor mobile optimization.
Solution: Developed an enhanced filtering system, expanding filter criteria and optimizing for mobile use, allowing reps to manage accounts more effectively.
Validation and Implementation
Usability Testing:
Conducted usability tests using "Usability Scorecards," where users completed tasks using the proposed solutions. Observed user interactions to identify issues and gather feedback. Repeated the process with multiple users to ensure reliability.
Handoff to Engineering:
Prepared a clickable prototype for developers, accompanied by detailed specifications, notes on interactions, edge cases, and design responsiveness. Ensured thorough communication to minimize ambiguities during the technical review and build phases.
Outcomes:
The redesign of the Lumio platform led to significant improvements across various key performance indicators. The project resulted in a marked increase in mobile usage and user retention, reflecting the platform's enhanced accessibility and user-friendliness. The introduction of new features, such as the search functionality and Kanban-style account views, saw high adoption rates, while the revamped navigation and improved filtering options contributed to a noticeable reduction in support tickets and time spent on account management tasks. Additionally, user satisfaction scores, particularly during onboarding, showed considerable improvement, indicating a more streamlined and intuitive user experience. The new notification system also saw strong engagement, ensuring timely user actions and further enhancing the overall efficiency of the sales process.