Project Overview
This is an ongoing project, as we are continually making the mobile experience better. I am the sole designer in charge of the mobile experience.
Role
Sole designer
Deliverables
Mobile app mockups, prototypes, user research, and competitive analysis.
Objective
Extend Sugar’s CRM platform to mobile users
Before I joined the mobile team, the needs of our users had been languishing for quite some time. Parity between desktop and mobile was akin to the Grand Canyon, and since joining we’ve made great strides in module availability while pushing the mobile experience forward for our users.
Research
User interviews, competitive analysis, internal research of our own desktop offering
We begin many of our new features by talking with customers to understand how they’re currently using it in desktop (if applicable) and working with partners, as well as internal users to smoke test our hypotheses and findings.
Learnings
Users crave access to their accounts/leads/opportunities on the go, and the ability to easily and quickly interact with them, in the following ways:
- Creating maps and routes to visit clients in the most efficient manner.
- Making updates to records while in the field, finding products and quotes, submitting cases on behalf of clients.
- Creating new opportunities, for example, someone they meet at a conference.
Impact
Users have expressed delight in the ongoing updates to the mobile app, and how well we’ve folded in items that were previously only available on desktop
I am currently underway with a full mobile app redesign, now that we have achieved parity with desktop features. A guiding principle of this redesign is one that looks at allowing the user to use the app as little as possible, taking advantage of smart assistants and AI technologies to help lessen the time spent on data entry, while providing more value than ever.
