UX/UI Design
Defining the framework & design for the CRM Navigation
A platform that Facebook sales employees use to interact with, analyze and optimize advertiser’s ad spend.
Framework & Structure - The CRM tool lacked the guiding structure to scale as more teams deliver and expand its many uses.
This lack of framework, both physical and mental in terms of design, ended up creating a rather complex navigation with limited intention for its elements and their placement.
With a problem defined, all I needed now was a goal to aim for. What does our user need? The answer was simple... literally. Simple
The CRM was an ever-changing complex tool, and what sales needed was simplicity in their workflow. This led me to my first area of opportunity, the Global Navigation.
Currently within CRM, there are six global actions all users can take. These actions have previously been added to give value to different user sales roles, however different user roles don’t use almost half of the actions.
As more teams ship into CRM and more actions are added each half it’s apparent that the Global Navigation needs a framework to determine what actions should or shouldn’t displayed to our users.
Enhance Sales user experience by creating a design framework that provides the Global Actions each role needs to complete their workflow, while also surfacing other actions contextually throughout CRM.
Actions identified to take
With this information now it was easy to understand how to approach a data-driven solution. However, there were two ways I could move forward with this data.
The secondary or “personal” menu within our navigation currently exists with limited logic or consideration to why something belongs within it or without. It currently has no framework for future guidance on what features we could add or remove.
A well-crafted design recommendation for the CRM secondary or “personal” menu in the navigation that makes user flows clear, addresses all relevant use cases, and helps establish a framework by which we ship future items into this space.
The first step was to iterate of defining what this section of the navigation really was and what it is meant to be used for. Collaborating with our team content strategist, we then came up with this statement.
The personal navigation hosts foundational functionality that supports the current user's platform-wide experience.
With this guideline in mind, I began to evaluate each object within the section and proposed an ideal solution.
After working on the Personal Navigation framework and interaction design, my manager and I increased the scope of my project to include creating a design recommendation for side tray consistency. Within our Personal Navigation actions currently, the three actions Notifications, Tasks and Bookmarks all surface their information in side trays.
The Side Tray surface that is displayed when acting on some of the Personal Navigation actions doesn't have consistent design or headings across the different features.
To create a simple design layout for the Side Tray surface that is consistent across the different actions and use cases.
The Telephony system that Marketing Experts currently use on the CRM platform works, but obstructs the user's view and ability to use some of CRMs necessary functionality.
To integrate the Telephony System into the CRM Navigation so that Marketing Experts and possibly in the future other sales roles, can access its functionality at any moment without obstructing part of their CRM experience.
