Ensuring intuitive CRM navigation for sales
Within the CRM, there are six global actions all users can take providing value to different sales users. However, only some roles used almost half of the actions. As the CRM scaled and teams added actions, it became clear that the navigation needed an intentional framework to determine what should or shouldn’t be displayed both globally and within each user's personal menus.
50%
Faster to get client info contextually
66%
Faster workflows involving actions
Sole Designer
Designer (Me)
Designer Manager
Content Designer
Front-End & Back-End Eng
Product Manager
Goals
Give our different sales users a way to quickly take actions anytime globally and contextually throughout the platform
Create scalable frameworks for our navigation, global actions, and personal menu
Getting to know our users
I got to interview sales users from each role to understand their scope more deeply
Their usage
Worked with our Sr SWE Alex Pien to get usage data
Made it visual to communicate
Turning the data visual made it easier to communicate our user's behavior with stakeholders
Exploring directions
Came to two paths — More actions based on usage globally vs Role usage based actions + more info
Solution
A new role-based navigation with app-wide object specific actions
After reviewing with stakeholders & users — role based actions + more info became the obvious choice
And a role-based personal navigation
Worked with our content designer to also come up with a framework for user's personal menu
Some extra work
Since I finished my intern project early I also worked on improving other parts of the nav
All the work together
Made in Origami