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Enhancing Agency Connectivity: Collaborative Development of a CRM Solution with USAID

Federal Government Agency

My Role

UX/UI Design Fellowship

Timeline

Jan-March '24

Tools

Figma
Salesforce

Team

USAID

Overview

The Steampunk team is collaboratively working with Federal Government's project team, business owners, and users to develop and execute a solution aimed at fostering a cohesive relationship management experience across the Agency. By integrating upcoming business processes and emerging best practices, the team is crafting a CRM system to enhance connectivity between the agency and its private sector partners.

My Contribution

The fellowship concentrated on conducting the second round of user testing and synthesizing the feedback gathered to formulate improved UI recommendations.

Challenges 

Given the global scope of this program and the diverse ways in which individuals manage their data, we faced the challenge of finding a universally accessible solution that could be easily understood and translated. The language used within the system often carried different interpretations for different users, leading to varied approaches to data input.

Approach

Engaging in research, discussions, and testing sessions with users to grasp their needs and devise strategies for integrating them into Salesforce.

Discovery 

 User Testing Phase 1

Developed scenarios through close collaboration with the design team and by referencing the business processes established by the Private Sector Engagement Team. These scenarios encompass a range of tasks to be completed within the Salesforce app.

We monitored the task completion success rate, duration, and number of clicks for comprehensive tracking and analysis.

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 User Testing Phase 2

Conducted user testing sessions involving 5 diverse participants from global missions as well as local representatives in DC. 

Evaluated participant performance, categorizing outcomes as either pass or fail, with subsequent documentation of observations organized into an affinity map.

Each user was given a color to represent them on the affinity map. 

User Testing Phase 3

Based on the synthesis of feedback gathered, recommendations were formulated to address user input effectively.

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During the user testing, it became evident that users were experiencing confusion with the new system. Although many admitted to initial confusion, they expressed optimism that training and time would alleviate these issues. Additionally, some users found the terminology confusing and expressed a desire for further clarification on the meaning of certain terms.

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Conclusion

The client approved and valued the recommendations, alongside other user feedback, which included suggestions for fixes that could be addressed through updates to training materials and clarification of terminology.

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