Problems faced by stakeholders using Daylite CRM...

UX

Interface learning

curve is pain,

its click Intensive

Data Entry

Dedicated admin

person needed to

Enter the data all time

Documentation

Regret about no real documentation

management or keeping knowledge data of potential clients

Linking relation

Please reduce the

number of clicks required to create

links and relation.

Deep diving and understanding the factors

Project Duration : 8 Week - The duration was split into : Task, SWOT, Comparative analysis | Hypothesis testing | Target group primary research | Synthesis of Interview | Finalising opportunity areas | Persona Development | Developing HMW questions | Paper prototyping | High Fidelity wireframes | Final prototyping and user testing.

Starting with Task and Heuristic Analysis of client existing system

Also continuing and doing task analysis of Daylite CRM

Secondary research and comparative analysis of other similar services based on...

Linking customer and enterprise data and relations

Ease of entry of data

(less type and clicks)

Multimedia

Documentations and sharing

New client - research & Knowledge building

Collaborations

within platforms

Task automation options

Discussion, Comments and tagging

5 to 100

2 to 500+

30 to 500+

1 to 10000+

500 to 10000+

10000+

Enterprise type

Linking of ecosystem

Collaboration

Multi media documentation

Discussion comments

clients research building

Automation

Ease of data entry

Formulating hypothesis of target group based on secondary analysis...

Why integrate the

plugin to Daylite ?

  • Lacks document collaboration functionality.

  • Falls short in fast and efficient creation of client knowledge.

  • OB3's Mission: Strengthen customer knowledge development.

  • Target B2B companies.

  • Faster follow-ups, quick information transfer, etc.

  • Building a far more collaborative information report of customers

  • Interest a small subset of businesses but offer lot of value.

  • Target small to medium scale B2B enterprise

  • Automating essential info, media-rich content authoring, link info

  • Focus just on small to medium scale business for MVP.

Who will use plugin?

define 2 major audience.

  • B2B sales/marketing seeks new business, maintains frequent customer follow-up.


  • Accumulate client data from reports, client messages

  • Teams trying to engage in the selling process

  • People who have teams, where they need more collaboration...

  • A medium company with thirty people staff doing B2B sales.

  • Daily task: Enter data in daylite for leads, clients; build robust documentation.

  • People who are not so good with technology


  • Individuals working 4 hours daily, with limited opportunities.

Critical success factors

  • Developing a Confluence-style system, focusing on B2B sales knowledge building and team collaboration.

  • Focusing on sales staff, having a company strength of not more than 50 people.

  • The system is developed for the Mac platform (Premium users), not all SMEs will have Mac

  • Real-time data transfer: contact creation, client info from web/docs (keywords, company details, project estimates).

  • Making it not so complex like the notion or Monday.com.

  • Taking the power of daylite linking function and adding a collaborative environment into it.

Ideas to work upon…

(Based on time limit)

  • Leveraging OB3 for media-rich email communication (e.g., marketing, contact) linked with Daylite for seamless authoring of emails and newsletters.

  • App potential: Integrate OB3 doc and embedded browser for seamless interaction. Selecting text suggests actions in a document or Daylite.

  • Automation of tasks

Clustering Interview data and forming synthesis

UI

  • UI is outdated, needs modern standard update.

  • Inadequate for quick and efficient client knowledge creation.

UX

  • Adopt a more Kaizen approach

  • Can add a internal video call service as extention

  • Steep learning curve for the interface; requires time and resources.

  • Its click intensive

Data Entry

  • Data entry slowed by outdated interface.

  • Require admin for data entry and ongoing updates; not a DIY task.

  • Difficult to copy and share Daylite contacts with other apps easily.

  • Wish it allowed more automation

  • Entering crucial info takes time and discipline; some data can't be imported.

  • Excessive clicks and screens for simple tasks; data input takes longer.

Links & Relationship

  • Minimize clicks for link and relationship creation.

  • More automation required

  • Unable to export contacts to email; had to manually copy-paste for party invites.

Discussion & messaging

  • No innovation when comes to messaging

  • No facebook, whatsapp, imessage integration

  • Require easier adding of contacts for messenger-initiated conversations.

  • Many customers approach via different mediums not just mail

Maps

  • Google Maps contact integration when searching a vicinity.

  • Add all displayed businesses in a map area to Daylite.

  • Import all businesses from a specific map area.

Task

  • Automate more tasks beyond reminders for increased efficiency.

3rd party integration

  • Its sluggish and not smooth

  • LinkedIn integration for fetching client info.

  • LinkedIn campaigns to connect with business contacts, and expand networks.

Documentation

  • Dropbox like feature is necessarry

  • Prefer merging from reports for letter writing, reducing manual merging

  • Journal that allows to select week & see everything that i touched in the time period

  • Scan handwritten notes with OCR text conversion & import to notes.

  • lack of document management; desire Dropbox-like tool.

  • custom Report generation is absolute pain

  • report generating is horrible

Email

  • Click on multiple mail at once and connect them all at once to opportunity, appointments instead of adding one by one

  • Email marketing tracking & management not there

  • Cant save attachments which are coming with images

Development of Personas based on the findings

Developing how might we questions based on persona and interview findings

Business Development Executive


Desire:

  • All-in-one platform for documentation (sheets, slides, docs, videos, screenshots) and links in one place.


Purpose:

  • Document customer needs

  • Research comprehensive customer acquisition strategy

  • Goal: Drive value across multiple product categories with complex needs


Activities:

  • Research and Schedule in-person presentations with top executives



Platform Features:

  • OB3 window opens multimedia files (e.g., Excel sheets, slides, docs, etc.) for potential clients.

  • Right panel performs Daylite actions parsing data from the OB3 Multimedia and transferring into daylite

Sales lead generator at Quill


  • Desire: Kanban framework

  • Purpose: Monitor weekly sales activity, quota goals

Track sales process stages


  • In backlog

  • In progress

  • In the closing deal stag

Site Account Manager


  • Desire: Video call service

  • Purpose: Schedule calls with regional managers

  • Daylite Integration: Link persons on call to:

  • Daylite reports

  • Scheduled tasks and activities

  • Notes, Forms

Customer Executive


  • Desire: Fast, efficient customer data entry into daylite

  • Purpose: Ensure proper, accurate data for reporting and analysis

  • Company Size: Small

  • customer Interactions via: Phone, email, chat, social media

  • Challenge: Manage extensive incoming customer lead data

  • Current Tool Utilised: Customer call tracking tool

Teams Managing account sales and strategy


  • Desire: Easy link and tag teammates in client research docs.

  • Environment: Team selling

  • Purpose:Teams easily open comment links in OB3 docs, resolve new lead tasks.


Focus Areas:


  • Seamless new leads account handoff

  • Efficient communication among team members

Inside Sales Consultant


  • Desire: Generate Leads from maps

  • Purpose: Maximize cultivating new leads in assigned geography

  • Source of Leads: Area Secondary analysis, cold calling

Developing Ideating on wireframes reflecting the opportunity areas

Low fidelity wireframes

I started with low-fidelity wireframes to quickly test and gain feedback. This helped me explore a large number of ideas in a short span of time and incorporate the user feedback for each flow.

Stakeholder feedback on 1st iteration.

For MVP, Due to limited development pipeline, client gave following feedback.

Minimize the product flow to just core customer knowledge documentation features, and linking it to different tasks, relations and schedules inside daylite.

Focus on features related to Browser integration, where potential clients data can be parsed from web, and all their contact informations are auto generated.

It was also suggested to make a native Mac plugin, with HMI native to Mac instead of a web product platform.

Final LiteBreeze plugin Demo...

Key product screens...

So what is Daylite CRM ?

  • Daylite CRM supports day to day work, for small business and runs on Mac and ios.

  • Manages calendars to sharing tasks and collaborating on projects.

  • Daylite is productivity-focused design to help team get more done.

Stakeholders that use Daylite...

Construction

& building firms

Photography Studios

Real Estate

Agency

Financial

Services

How does the client current platform works ?

  • Its a web based platform.

  • Teachers and professors can create online notes for students in a hour.

  • They can simply drag and drop Text, Images, Video, Presentations and create student notes faster.

  • Comment and discussion session can also

    be added.

Potentials the platform integration can bring to Daylite...

  • As seen here Daylite CRM is click intensive and a lot of Data is to be entered manually.

  • Taking notes about future clients is manual and not multimedia interactive.

  • Building knowledge and Wiki about future clients is non existent.

  • All these pain points can be resolved using web Data parsing, automation & plugging in Lite breeze to Daylite.

SWOT analysis to understand the capability of theplugin to be developed...

Strengths

Speedy

Fast intuitive customer

knowledge-building tool

Plenty data parsing

Contents can be parsed or dragged from:


Webpages | Video platforms | Presentations | Keynotes | Excel sheets| Screenshots

| Audio recordings

Least clicks

Information Moving

and receiving with least number of clicks

Content Discussion

Build, discuss, ask and comment on questions

Weakness

Undefined usecases

all CRM usecases and Edgecases has not been identified

Niche stakeholders

Plugin would cater niche depts. in companies (Sales, marketing, Hr)

Limited to Mac

Product pipeline limited to Just for mac users

Threats

Dropbox, Docs, etc…

Platform such as miro, Drive and Docs can be used as alternative though (But it wont be interactively linked to daylite)

SAP Confluence

Notion and confluence

offers similar experience though they are bigger platforms and cant be linked as plugin to daylite

Daylite updates

Daylite might release

similar features in future

Data breach issues

Data security issues might arise when parsing data from corporate social platforms (linkedin, twitter etc)

Opportunities

Personalized Mails

Personalized email content creation for customers due to multimedia capablity

Integration with HRIS

Plugin can be integrated to Hr Management tool for recruiters building knowledge database for high profile hires

usecase as chrome plugin

Web Chrome plugin can extend customer knowledge building capacity and parse data

Auto knowledge update

monthly Data update by web parsing Customer knowledge content.

Interview with stakeholders and questionnaire

Warm-up questions

Which CRM software(s) has your company used in the past 5 years?

Do you have one you prefer over the others, and why?

Parsing from web sources

Do you collect data from various web sources and store/paste it into the different sections of your CRM?

Eg: company name, links, people, LinkedIn info, or any other info that help grow business.

Custom fields

For which purposes do you use the custom fields that are located in People and company data?

Spending time collecting data

Time collecting or fetching data from other Softwares like, Jira, Confluence, Spreadsheet, Word, Google Forms etc into CRM?


Use of other integration tools

Third party integration tool or plugin (like Zapier) with your CRM to make your workflow more efficient? If yes, which one(s) do you use and what are the top two tasks that you do with it.

Performing bulk actions

Multi form fillings?

Watching users

in CRM environment

Users thinking out loud and doing these tasks

Filling forms Filling People data Company data project pipelines Activity timelines

Finding key analysis from the interview

Tool can allows users to convert structured data into CRM inputs through parsing, right-clicking, fetching, and API transfers.

I can imagine it to be used as confluence for creating M.O.M etc after meeting while on zoom call…

I can imagine creating my release notes and documentation here, tag other people and send the link to people in organization

Form fetching feature is useful for updating contacts with info when users promote content on Instagram and someone fills form via stories.

user appreciates Google Keep for features, such as adding drawings, images, files, organising them as cards, suggests a similar flowing interface.

Finalising opportunity areas based on findings

Media-rich authoring of emails and newsletters connected to Daylite.

Mail communication (e.g. Marketing, contact).

And template email messages.

Application with ob3 doc and embedded browser for seamless interaction.


(e.g. selecting text in browser suggests action in document or to Daylite.

Browser Integration: Create a new company and user from webpage info.


Add user to existing company, create media-rich note from blog, include Maps, etc.

Media-Rich Collaborative doc building in various Daylite areas.

Capture leads & clients web info quickly, efficiently.

Integrate Tasks, Appointments, Meetings with ob3.

The ability to store/compile it in a visual interface.

E.g. Ideations for a variant dashboard for home

Visual information is easier to remember and navigate

Next project -> Nutricart: Balanced nutrition