⋮⋮ Project Background
Problem statement ⇀ Core purpose ⇀ Cross channels
Sales playbok銷售業務手冊是Getac針對前線業務提供的一項數位服務。
基於銷售情境調查與使用者行為研究，提出一平台設計概念，為解決業務與客戶間的溝通問題，並提高銷售順暢度。
The Getac SA/FSE playbook is a technical-oriented document search system and its purpose is to provide a quick and easy method for SA/FSE to have the best presales technical field support for all of Getac's customers.
本專案基於資訊架構模型，將資訊組織化，以有系統的方式 進行Web app架構設計
This project is based on an information architecture model, which organizes information in a systematic manner to design the Web app architecture.
⋮⋮ Problem statement
● Sales are not having a complete visibility resource & information to match the user needs.
● Sales are having a problem to have an product info and technical problem solving.
● When the sales first touch in customers, they find they have too many device that they don't know how to introduce.
⋮⋮ Core Purpose
● The bridge between Sales and FESC
● Information Integration, easy to read, provide multiple machine specifications and technical solutions.
● To avoid sales problems.
⋮⋮ Cross channels
● Web Application ● Mobile Application
⋮⋮ User Research
Interview ⇀ Analyze ⇀ UX strategy
During the first week of the project, we held meeting with the sales and stakeholders to discuss the product mission, value, goals, and expectations for the final outcome of the collaboration.
⋮⋮ Interview
We interviewed 5-6 users to clarify what challenges have the sales faced when selling products to customers
About First Touch
● How do you understand customer needs when the first contact with your customers?
● How do you grasp the realities of the customer situation and question quickly?
● What kind of information is useful for you to contact with the customers?
About Sales Process
● After understanding customer needs, how would you recommend a product to customer?
● What difficulties did you encounter while introducing the products? What would you do?
● What type of information that customers need?
● Can you respond to a customer request immediately? Why?
About After-sales Service
● What is the frequency of customers inquiring again after completing a sale or troubleshooting?
● Do you need to maintain continuous contact with customers? If so, why ?
● How can this tool help you?
About User Experience
● If we provide some of tools and information on the platform, what would you expect for?
● Any function that you would add on the platform?
● In what form do you think this tool can be presented in the most convenient way?
⋮⋮ UX Stategy
It includes the technical information on what a SA/FSE should know in the product selling stage, such as understanding the customer's needs, figuring out the field issue, and resolving it.
⋮⋮ Solution
Main function ⇀ Wireframe ⇀ Prototyping ⇀ Usability Testing ⇀ Develop
During the first week of the project, we held meeting with the sales and stakeholders to discuss the product mission, value, goals, and expectations for the final outcome of the collaboration.
⋮⋮ Main Function & Concept
● Ultimately, we provided a clear concept to the solution. It can be divided into three parts, including "Tech Support, Troubleshooting, The Question Pitch".
● Visibility Of System function
1. Home page
2. Notification about updated details
3. Popular questions / Known Issue
- 4. Pitch Questions : Muitiple industries
- 5. Tech support : Product comparison matrix
- 6. Troubleshooting : Problem solving resources
⋮⋮ Wireframe
At early stage of design we producedhigh-friendly wireframes, to catch all the necessary component and layout requirements with general structure of the interaction.
This is a crucial and low cost step in ensuring that the final product is intuitive, easy to use, and meets the needs of the users.
- We need to be sure that we’ve uncovered the pain points with the existing app and that our recommendations in solving the problems resonate with real users.
- Therefore, we decided to turn to validate our assumptions – usability testing. Again, we invited a few users with different professions and got them to accomplish a single task on the prototype.
The app service covers the information assistance that sales need at different stages of customer interactions. The information architecture can be divided into three main blocks based on the process.
⋮⋮ Usability Testing
At early stage of design we producedhigh-friendly wireframes, to catch all the necessary component and layout requirements with general structure of the interaction.
This is a crucial and low cost step in ensuring that the final product is intuitive, easy to use, and meets the needs of the users.
