CRM User Research.

Reports from various business regions at the client indicated that the usage of the CRM solution was seldom, that it was difficult to use, and that the users did not like it.  We were brought in to understand what the current situation was, and what changes would be needed to increase usage and satisfaction.

Ericsson

CLIENT

2013

YEAR

UX Lead

ROLE

Planning

I estimated the amount of time for each of the four activities, and distributed that across three resources.

After I assisted the project manager to put a project plan together, compressing the period of time it needed to run over.

Analysis

We performed the following research methods:

• Stakeholder interviews
• Contextual inquiries
• Survey
• Heuristic evaluation

As a result 456 findings were found. We gave each finding a unique identifier which comprised of:

1. activity type (such as contextual inquiry);
2. session id;
3. a counter.
   

Once a research activity ended, the findings were grouped together. Once all activities were completed, those groups were then grouped together.

I estimated the amount of time for each of the four activities, and distributed that across three resources.

After I assisted the project manager to put a project plan together, compressing the period of time it needed to run over.

Delivery

121 UX requirements were written which addressed either usability or feature requests. Each requirement was traceable through the originator section. These values are the unique id’s found in the findings spreadsheet.

The research findings were summarised into a PowerPoint deck. This was then presented to the business stakeholders.

These are selection of slides taken from that presentation. Each key pain point was delved into deeper, by providing examples and showing anonymised quotes from end-users who participated in the research.