Improving iVentas User Experience and Interface - 200% Business growth!
Improving iVentas User Experience and Interface - 200% Business growth!
for Businesses and Sales Agents
for Businesses and Sales Agents
for Businesses and Sales Agents
With the increasing popularity of messaging platforms as a communication channel for businesses, iVentas aims to streamline the process through Facebook Messenger and WhatsApp to help businesses to gain sales opportunities and provide a monthly subscription for sales and customer service teams.
With the increasing popularity of messaging platforms as a communication channel for businesses, iVentas aims to streamline the process through Facebook Messenger and WhatsApp to help businesses to gain sales opportunities and provide a monthly subscription for sales and customer service teams.
With the increasing popularity of messaging platforms as a communication channel for businesses, iVentas aims to streamline the process through Facebook Messenger and WhatsApp to help businesses to gain sales opportunities and provide a monthly subscription for sales and customer service teams.
Client
iVentas / MOBBIEFFECTS S.A. DE C.V.
Services
Product Design UI & UX Design Motion Design Graphic Design
Industries
Technology
Date
January 2022 - May 2023
Businesses today face a significant challenge in keeping up with their leads and customers because of the increasing popularity of messaging platforms as a communication channel. As a result, they struggle to manage multiple conversations across different messaging platforms, leading to a lack of organization and inefficiency in their sales and customer service processes. This leads to a lack of follow-up and communication between businesses and customers, stoping business growth. iVentas aims to solve this by streamlining the process through Facebook Messenger and WhatsApp to help businesses to gain sales opportunities.
Businesses today face a significant challenge in keeping up with their leads and customers because of the increasing popularity of messaging platforms as a communication channel. As a result, they struggle to manage multiple conversations across different messaging platforms, leading to a lack of organization and inefficiency in their sales and customer service processes. This leads to a lack of follow-up and communication between businesses and customers, stoping business growth. iVentas aims to solve this by streamlining the process through Facebook Messenger and WhatsApp to help businesses to gain sales opportunities.
My role
My role was to achieve that users receive WhatsApp and Messenger messages in the same inbox with a clean design, providing businesses with a centralized and organized platform to easily manage their customer communication.
My role
My role was to achieve that users receive WhatsApp and Messenger messages in the same inbox with a clean design, providing businesses with a centralized and organized platform to easily manage their customer communication.
My role
My role was to achieve that users receive WhatsApp and Messenger messages in the same inbox with a clean design, providing businesses with a centralized and organized platform to easily manage their customer communication.
The Problem
The Problem
While iVentas generally works well and is a practical software for managing customer relationships, there are several pain points that could be addressed to improve the user experience. The instructions for many features are unclear, and some options appear in English, causing confusion for Spanish-speaking users. The interface is straightforward, but there is no visual hierarchy or usability in mind.
While iVentas generally works well and is a practical software for managing customer relationships, there are several pain points that could be addressed to improve the user experience. The instructions for many features are unclear, and some options appear in English, causing confusion for Spanish-speaking users. The interface is straightforward, but there is no visual hierarchy or usability in mind.
The Solution
The Solution
To improve the user experience, iVentas needs to focus on making the platform easy to use, with clear instructions and intuitive features. Sales and service agents are the primary users, and they need better tracking of customer interactions. iVentas should also ensure that the platform is accessible and user-friendly for users, with all options available in the local language. By addressing these pain points and user needs, iVentas can enhance its appeal to sales and service agents in Latin America.
To improve the user experience, iVentas needs to focus on making the platform easy to use, with clear instructions and intuitive features. Sales and service agents are the primary users, and they need better tracking of customer interactions. iVentas should also ensure that the platform is accessible and user-friendly for users, with all options available in the local language. By addressing these pain points and user needs, iVentas can enhance its appeal to sales and service agents in Latin America.
My Design Process
My Design Process
Discovery
Discovery
During the Discovery design phase, I interviewed six users to gain insights into their experience using iVentas CRM. The objective was to understand how users interacted with key features such as "great opportunity" chats, scheduling follow-up messages, and filtering customers. I also wanted to determine whether iVentas CRM was a viable alternative to popular messaging apps like WhatsApp and Facebook Messenger for managing sales and customer communication. The interviews uncovered several pain points and user needs, including difficulty in finding potential clients, confusion over message delivery, and a preference for other messaging apps over iVentas CRM. Users also expressed a desire for a more visually engaging interface and improved media handling capabilities. To address these issues, I turned these user pain points into actionable insights and performed a competitive audit of eight CRM competitors. The audit revealed that many CRMs were not optimized for use with Facebook Messenger and WhatsApp Business, lacked the ability to integrate multiple accounts, and had outdated interfaces that were overwhelming and boring.
During the Discovery design phase, I interviewed six users to gain insights into their experience using iVentas CRM. The objective was to understand how users interacted with key features such as "great opportunity" chats, scheduling follow-up messages, and filtering customers. I also wanted to determine whether iVentas CRM was a viable alternative to popular messaging apps like WhatsApp and Facebook Messenger for managing sales and customer communication. The interviews uncovered several pain points and user needs, including difficulty in finding potential clients, confusion over message delivery, and a preference for other messaging apps over iVentas CRM. Users also expressed a desire for a more visually engaging interface and improved media handling capabilities. To address these issues, I turned these user pain points into actionable insights and performed a competitive audit of eight CRM competitors. The audit revealed that many CRMs were not optimized for use with Facebook Messenger and WhatsApp Business, lacked the ability to integrate multiple accounts, and had outdated interfaces that were overwhelming and boring.
User Persona
Empathy Map
iVentas Current Dashboard
The user interviews and a research though the platform, highlighted several issues that were affecting the usability and user experience of iVentas. These issues included inconsistency in design elements such as search bars and color codes, no message status, cluttered interface with unnecessary data, unclear icons, uncomfortable media preview, lack of visual hierarchy, technical terminology, no accessibility features, and using English words for a Spanish-speaking audience.
The user interviews and a research though the platform, highlighted several issues that were affecting the usability and user experience of iVentas. These issues included inconsistency in design elements such as search bars and color codes, no message status, cluttered interface with unnecessary data, unclear icons, uncomfortable media preview, lack of visual hierarchy, technical terminology, no accessibility features, and using English words for a Spanish-speaking audience.
Design
Design
When I dug deep into the pain points, wants, and needs of iVentas users, I knew that it was time to take action. That's when I started ideating and created a new onboarding and dashboard user flow for iVentas MVP, using a range of design tools including Lo-Fidelity Wireframes, paper sketching, digital mid-level wireframing, and prototyping. My main goal was to develop a user flow that would identify the key steps a user takes when interacting with the product. By visualizing the user's path through the product, I could uncover any potential pain points, confusion, or frustration that users might experience. This helped me to identify opportunities for simplifying the product, reducing steps, and increasing efficiency, ultimately leading to a better user experience. With an MVP, it was crucial to have a clear and concise user flow, which not only provided a roadmap for our development team but also ensured that the most important features were prioritized. As soon as I created the initial lo-fi wireframe for the user flow, I realized that relocating the menu to the top of the interface was a game-changer. This design choice not only freed up valuable screen real estate, but it also provided users with a wider viewing range for their messages, greatly enhancing the overall navigation experience.
When I dug deep into the pain points, wants, and needs of iVentas users, I knew that it was time to take action. That's when I started ideating and created a new onboarding and dashboard user flow for iVentas MVP, using a range of design tools including Lo-Fidelity Wireframes, paper sketching, digital mid-level wireframing, and prototyping. My main goal was to develop a user flow that would identify the key steps a user takes when interacting with the product. By visualizing the user's path through the product, I could uncover any potential pain points, confusion, or frustration that users might experience. This helped me to identify opportunities for simplifying the product, reducing steps, and increasing efficiency, ultimately leading to a better user experience. With an MVP, it was crucial to have a clear and concise user flow, which not only provided a roadmap for our development team but also ensured that the most important features were prioritized. As soon as I created the initial lo-fi wireframe for the user flow, I realized that relocating the menu to the top of the interface was a game-changer. This design choice not only freed up valuable screen real estate, but it also provided users with a wider viewing range for their messages, greatly enhancing the overall navigation experience.
New Onboarding and Dashboard User Flow for iVentas MVP with Lo-Fidelity Wireframes
Paper & Digital mid-level Wireframing & Prototyping
What I discovered from our user research was how important it was for clients to have an app to talk to their clients on-the-go, so I designed one from scratch. The first image is the mobile onboarding user flow to register, the second one are digital wireframes that I prototyped later on.
What I discovered from our user research was how important it was for clients to have an app to talk to their clients on-the-go, so I designed one from scratch. The first image is the mobile onboarding user flow to register, the second one are digital wireframes that I prototyped later on.
Design System and UI Kit
Facing a tight deadline and a pressing need to start building, I needed to make some key design decisions. With questions on whether to design mobile first, propose a design system + UI Kit, and follow certain UX laws, we quickly answered these questions and I began designing with a focus on the web first. To prioritize consistency and save time for myself and the development team, I implemented a design system and style guide using the Atomic Design Framework. I also provided documentation on UX laws, usability heuristics to ensure accessibility and usability. The outcome was a more efficient design process with better understanding for developers on why certain designs were implemented.
Facing a tight deadline and a pressing need to start building, I needed to make some key design decisions. With questions on whether to design mobile first, propose a design system + UI Kit, and follow certain UX laws, we quickly answered these questions and I began designing with a focus on the web first. To prioritize consistency and save time for myself and the development team, I implemented a design system and style guide using the Atomic Design Framework. I also provided documentation on UX laws, usability heuristics to ensure accessibility and usability. The outcome was a more efficient design process with better understanding for developers on why certain designs were implemented.
Development
Development
In the development design phase, once building a design system and style guide to provide a consistent visual language throughout the product was accomplished, I moved on to digital designing and prototyping, specifically creating a mobile user flow for mobile onboarding, re-designing the web platform and the app itself. This involved using the design system and style guide to create a cohesive and visually appealing experience for users.
In the development design phase, once building a design system and style guide to provide a consistent visual language throughout the product was accomplished, I moved on to digital designing and prototyping, specifically creating a mobile user flow for mobile onboarding, re-designing the web platform and the app itself. This involved using the design system and style guide to create a cohesive and visually appealing experience for users.
iVentas Onboarding Interface Before
iVentas App Interface Before
Design System and UI Kit
iVentas App After
iVentas Dashboard After
By constantly iterating on the design, I achieved benefits for the company and users by improving lead management features and tools to help users identify potential clients more easily, implemented a visual confirmation that a message has been sent and delivered, user-friendly interface and a design that is more similar to other popular messaging apps, including documentation, chat support, and tutorials, to help users navigate the platform more easily.
By constantly iterating on the design, I achieved benefits for the company and users by improving lead management features and tools to help users identify potential clients more easily, implemented a visual confirmation that a message has been sent and delivered, user-friendly interface and a design that is more similar to other popular messaging apps, including documentation, chat support, and tutorials, to help users navigate the platform more easily.
Delivery
Delivery
In the Delivery design phase, I worked tirelessly to turn the designs and prototypes into a polished and user-friendly platform. Over the course of 8 iterations, we continuously made adjustments based on user feedback to ensure that the final product was intuitive and easy to use. During the testing phase, we solicited feedback from users on four separate occasions, this feedback was invaluable in shaping the final design. Through these tests, we were able to remove some distracting illustrations that were detracting from the user experience in the Onboarding Mobile. Ultimately, we emerged with a platform that delivered exceptional value to users.
In the Delivery design phase, I worked tirelessly to turn the designs and prototypes into a polished and user-friendly platform. Over the course of 8 iterations, we continuously made adjustments based on user feedback to ensure that the final product was intuitive and easy to use. During the testing phase, we solicited feedback from users on four separate occasions, this feedback was invaluable in shaping the final design. Through these tests, we were able to remove some distracting illustrations that were detracting from the user experience in the Onboarding Mobile. Ultimately, we emerged with a platform that delivered exceptional value to users.
The platform experienced a month-over-month growth rate of 20%, and our profit margin per account per month increased by 35%. Also, iVentas had a significant growth that reached 200% in revenue in one year With a UX that was more intuitive, accessible, and visually appealing, we were able to create a platform that truly met the needs and expectations of our users.
The platform experienced a month-over-month growth rate of 20%, and our profit margin per account per month increased by 35%. Also, iVentas had a significant growth that reached 200% in revenue in one year With a UX that was more intuitive, accessible, and visually appealing, we were able to create a platform that truly met the needs and expectations of our users.
Thank you for reading, and thank you to iVentas incredible team!
I specialize in crafting exceptional digital experiences to help our clients achieve their business goals.
Web crafted with love by Dafna Velazquez
I specialize in crafting exceptional digital experiences to help our clients achieve their business goals.
Web crafted with love by Dafna Velazquez
I specialize in crafting exceptional digital experiences to help our clients achieve their business goals.
Web crafted with love by Dafna Velazquez