Customer Relationship Management
InterAction Mobility is a secure mobile web application designed to provide legal professionals with seamless access to firm data and contact information from any device. The tool facilitates effective meeting preparation and relationship building by allowing users to view schedules, client connections, and open opportunities on the go. To keep records current, the application offers robust tools for instantly adding contacts via business card scanning, logging phone and email activities, and updating client notes. With additional capabilities like location-based search and marketing list verification, InterAction Mobility ensures that critical relationship intelligence is always available.
Project Type
UX Design, Information Architecture, User Research
Team
Development, Quality Assurance, Product Management, Documentation, and Presales
My Role
Senior User Experience Designer
Company
LexisNexis
Timeline
Multi-release 2 year project
Stakeholders
Product Management, Development, Documentation, Quality Assurance
Project Brief
Situation
InterAction Mobility was created to expand the application to mobile devices for an application that was previously primarily used as a desktop application.
Task
Create a mobile version of the product that was equally at home on a tablet or phone that enabled users to view, add, edit or update contact information and perform other CRM functions while in a mobile environment.
Action
Over multiple releases the mobile capability of the application was created, rigorously user tested, and modified to optimize the user experience.
Challenges
Numerous usability challenges were inherent in the project, such as how to manage the contacts displayed in the results for “Nearby Contacts”; those contacts within a defined geographical proximity. Issues such as population density and contact database size could dramatically influence the number of contacts to display. In addition, the user interface needed to be optimized to work well on any platform, such as Android or iOS.
Result
A highly successful launch of the product was completed that automatically detected device types and modified the UI accordingly.
Case Study
Context
I joined this project midstream, inheriting the initial design and aesthetic framework from a previous UX designer. Collaborating closely with the visual design team, I developed the remaining modules and guided the project through to a successful launch.
Problems
Numerous usability challenges were inherent in the project, such as how to manage the contacts displayed in the results for “Nearby Contacts”; those contacts within a defined geographical proximity. Issues such as population density and contact database size could dramatically influence the number of contacts to display.
Research
Extensive user testing took place with customers on multiple platforms of mobile devices, including phones and tablets, as well as with internal and external stakeholders. Testing results were used to drive new designs and functionality, and well as make changes to the existing designs.
Process
Initial versions of the product were released and rigorously usability tested for phone users. The design was then expanded to include tablet interfaces.
Conclusion
End users actively embraced the new mobility application. Due to the extensive iterative design process, ongoing user testing and design feedback, minimal changes were needed to the application, making for a highly successful product launch.
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