UX Case Study: Krealogi’s Feature — Simple CRM
This project is part of the UI/UX training program implemented by Skilvul, for Kampus Merdeka program held by Ministry of Education, Culture, Research, and Technology of the Republic of Indonesia. I am not working under a professional contract by Krealogi.
In the middle of this year, I attended a UI/UX design class which was held by Skilvul X Kampus Merdeka. The participants were divided into several groups based on the challenge they had chosen, I chose UX Challenge to create a design for one of Krealogi’s features: CRM. This project is a team project and my team consists of three people including me, the other two are Nevia Sabriana Sista and Ridwan Thamrin.
About Krealogi
The Krealogi application is a mobile application to help MSMEs Craft and Fashion to plan, monitor, and analyze businesses to continue growing. However, the users are having problems managing and contacting their customers. Therefore, Krealogi needs a simple CRM feature with a user-friendly application design for its target users.
Problems
The main problem that the users encounter is, the incoming order record feature only provides incoming order records, but the client database cannot yet be stored so this is an opportunity for additional features that support the ease of selling products by users.
Solutions
We created a simple CRM feature to make it easier for the users managing their customers and record order that integrated with the contact database. We also created an integration with WhatsApp to make it easier to contact customers. Last but not least, we also created a name card feature for the users that can be shared on social media such as WhatsApp to introduce their store to the customer.
End-User
For the end-user, we aim for the MSME owners and there are several categories for MSME owners that use Krealogi App such as:
- Tech Anxious
- Tech Novice
- Tech Apprentice
- Tech Practitioner
We focused on creating an application for tech novices and tech apprentices because they are trying to learn new things and are willing to spend more time in the learning process.
Team Role
Our team consists of 3 people including me, the other 2 are Nevia Sabriana Sista and Ridwan Thamrin. We are responsible for:
- Empathize
- Define
- Ideate
- Prototype
- Test
Design Process
For this project, we used Design Thinking as our design process approach. The reason is because of this approach is useful to break down problems in any complex system. There are several stages that need to be done as shown below:
1 — Empathize
For the empathize stage, we used secondary research to find out the user’s problems. The method that we used in this stage is collecting research that has been done by Krealogi and we also did a competitor analysis from similar apps. The result is we discover some findings related to CRM such as:
- User experience problem with order recording which is inputting the customer’s information manually.
- User experience problem when contacting customer who has orders because there is no contact list and integration with social media such as WhatsApp in the Krealogi App yet.
2 — Define
In this stage, we try to think like the user and try to define the problems that the user encounter or the user’s pain points, and then we also define the “How-Might We” and the result is to make the users easier to manage contacts and orders.
As for the pain points and How-Might are shown below:
3 — Ideate
In this stage, we start by providing solution ideas for the “How-Might We” and then group those ideas into several parts. After that, we decide which part will be prioritized first, do next, do last, and later. The last but not least, we do the crazy 8’s for the feature ideas that we prioritized. The details of this stage are shown below:
Prioritization Idea
As for the prioritization idea, we decide the CRM and Communication features as the most prioritized feature and for the tutorial feature, we decide to do it after the most prioritized feature is completed. Then for the most prioritized idea, we made the Crazy 8’s as shown below:
4 — Prototype
In this stage, we started to make a user flow for the features that we prioritized. We breakdown those features into several flows as shown below:
After the user flows were created we moved on to start creating wireframes for several pages based on the Crazy 8’s that were made. The purpose of wireframing is as a reference for making the UI Design. And for the wireframes and UI Designs themselves are shown below:
Wireframes
UI Kit
We also created a UI Kit to make us easier to create a UI Design or a frame that uses the same or similar component as shown below:
UI Designs
After we finished making the UI Designs, we started to connect each of those frames according to the user flows that we made to form a prototype based on the user flows. As for the prototype itself is shown below:
Prototype
5 — Test
In this stage, we were doing user research with an In-Depth Interview and Usability Testing method that started with searching for a participant who are willing to do an interview and try out the prototype that we made. After searching for days, we finally found a participant who meets our criteria and was willing to do the user research with us. In short, after we did user research, we discovered some findings of our design such as:
- The information that showed on the name card does not meet the user’s needs, the user wants more information on the name card.
- The user needs an input field on the customer form to put a little detail that is currently not available in our designs.
- The user wants a calendar that has integration with the customer’s order which is that feature is currently not available in our designs.
Iteration Design
Based on the result of user research, we must do an iteration design so we go back to the prototype stage to fix the UI Designs and also the prototype. Which is the latest version is already shown above in the prototype section. And for the iteration design details are shown below:
Conclusion
After the long journey, we finally finished all of the design processes that were well executed at the end with all the task flow completed and got some feedback from the participant of user research.
Recommendation
As the recommendations for the next design that’s based on the user research, we suggest adding a calendar feature that integrated with the customer’s orders to improve the user experience in managing their order in just one app.
Thank you for your time!
Feel free to connect with me on LinkedIn and I would also love to know your feedback!
