mockup

MCC Mobile



Overview


MCC Mobile is a CRM tool based on SAP Fiori Platform. MCC stands for Mission Control Center: a mobile MCC on the go is highly in demand by support team leaders. CRM stands for Customer Relationship Management, which usually focuses on two aspects: bringing new customers on board; maintaining relation with existing customers, by building trust and credibility, and by letting customers evaluate the value propositions through ratings and reviews.

Role


UX designer
User research, problem definition, prototyping, user testing, information architecture, interaction, mockups

Understanding CRM Workflow



workflow

Problem & Persona



Our target users are leaders of support teams. Our goal is to help them better manage their teams and improve their customer satisfaction. After interviews, we found the following problems our target users are facing:


  • Existing web based CRM front end version is complex and hard to use;

  • No mobile version available, while team leaders constantly go on business trips;

  • They need to have a real time holistic view of cases and issues assigned to their teams on the go.



persona

Paper Prototype



1. Search for a service team
2. or choose a region to select
3. all service teams under LAC region
4. Select a service team
5. case, issue, activity under the service team
6. customer cases under the service team

Prototype



Landing Page


For leaders who manage many more teams or at a higher level in the hierarchy, they need an entry to search for teams, or select different teams from certain regions.



1. Search for a service team
2. search results of related teams
3. Choose a region to select
4. all service teams under LAC region

Team Dashboards


Team leaders mainly check cases, issues, activities under their managed teams. For each team, there is a central page for all dashboards. They can define their own dashboards by applying different filters.



1. Select a dashboard: mobile customer red and yellow cases
2. all red and yellow cases for mobile customers
3. Add a new dashboard for the team
4. create a new dashboard by applying different filters

Filter Dimensions


When creating the new dashboard, team leaders can select the type of information they want to view: either it is about activity, or issue, or case, and they can choose a set of customized filters to pick wanted range for the displayed information.



1. Choose case
2. set case rating to red and yellow

When viewing the dashboard, team leaders can again change filters and filter columns they care most about. The emergency rating of red, yellow and green are taken as top layer filter in case display page, because team leaders care most about red cases, and the visual clues of round buttons are clear for them to toggle.



3. Choose to filter by columns
4. turn off location column
5. Turn off yellow cases
6. view red cases only

Key Takeaway



After the project, I reflected on the whole design process and found several key points to keep in mind:


  • Dashboards are basically for displaying information, so how to properly visualize certain information by adding visual cues is important;

  • For a complicated information system, it is crucial to reduce the hierarchies on each page and gradually reveal next level information by gently guiding the users;

  • Customizable filters are also important, and they may appear at different hierarchies of the system looking totally different: some are displayed as text in filter panels, some are carefully visualized with visual cues so the users can easily find and locate them.