People.ai - it's a Salesforse based CRM platform, what automatically capture all contact and customer activity data, dynamically update your CRM, and provide actionable intelligence to realize the full potential of customer-facing teams. It covers Marketing, Sales and Operations and Customer Success processes, and provide best b2b customer experience. Their clients are Lyft, Okts, Hexagon, 8x8 and other big companies.
We worked together on the early stages, when they already had a design basics, but it needed to be systematize and consistent all the parts of system, and also new features development. I get there deep learning in CRM, Sales Process and b2b development.
The main problems of product was total inconsistency and very complicated settings. It took more than 2 hours to set up all the api's integration. As b2b app it works good enough and had a great features to compensate it, but it created ux-debt, what is bad for unicorn startup which it was.
People.ai is an b2b app, so there was different buyer and user personas. Users was sales and marketing departments in the one hand and the managers in the second. Customer support knows them so good, and give me full user personas portraits. In b2b case app can be customised and changed for each big client who can paid for it.
roles & responsibilities
As Lead designer I was able to own all the design process in company. I've created a design system and made all interfaces consistent. It greatly improved UX, because user was sure what happens next he pressed any button.
scope and constrains
The main advantage in b2b and great feature product is nobody cares about design where they cover up everything needed (remember Salesforce). People.ai improved most pain point in the sales process - they make activities record automatically, so it provided great results for sales department. And the main constrain was general everyday usage product rule - ui should be invisible.
process I did
The main feature was in activities automatization, but in needs a lots of integration with other services, so Settings section was so complicated and took few hours to set up. After several Customer Interview sessions I've created an mind map and get way to optimized settings and decreased set up process to 40 minutes.
Second important feature was Dashboard, what shown all Sales and Marketing data at one place and include gamification into sales progress, because you saw there company progress and your place in it. There was done a lot of data analysis and visualising.
I provided fully consistent UI and UX system to application to get the smoothest user experience.
outcomes & lessons
It was a great experience to work with so big clients as Dropbox, Lyft and Okta. There I knew the difference between b2c and b2b products and that kind of flexibility they have.
In some reason I can't show screens, but I can tell a stories about typical CRM problems and how to resolve it.