MCC Mobile

Research and design / Customer relationship management / Mission control center

In support department, many team leads constantly go on business trips. In the meantime, they need to have command of the team productivity and monitor the cases and issues assigned to their teams. The existing CRM (Customer Relationship Management) system is too heavy a tool for team leads on the go. A light-weighted mobile tool is needed to grasp a holistic view easily, similar as the dashboards in MCC (Mission Control Center).

Understanding CRM

When we first undertook the mission, we didn’t quite understand what CRM really means, or how MCC works. We interviewed colleagues familiar with CRM system, and head of MCC engagement room at that time.

User research

We wanted to know more about our target users. So we interviewed team leads, and built persona based on the collected data.

Design and user testing

We started with storyboard. We tried to build scenarios according to team leads’ descriptions of their working life from the interviews. We knew what critical information would be needed by the persona on business trips.

Then we built paper prototypes based on the storyboard, and tested with several end users. We wanted to see if the logic of the workflow was consistent, and whether the user could understand the the structure of the interfaces and complete their tasks.

After we settled the workflow of the screens, we visualized the wireframes into high-fidelity mockups.

In the end we sent the mockups to several colleagues to get feedback. We iterated the design process three times in total.