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Mobile Lead Management for Coaches

Please take into account:

Please take into account:

A lot of information is abstracted on purpose because of NDA
A lot of information is abstracted on purpose because of NDA

Company:

Project Duration:

Project Duration:

3 months
(with development time)
3 months
(with development time)

Team:

Team:

Me (Product designer)
Khaliun B (PM)
Sarah P (Tech lead)
3 awesome developers
Me (Product designer)
Khaliun B (PM)
Sarah P (Tech lead)
3 awesome developers

Overview

This project aimed to extend the existing dashboard by creating a mobile-friendly experience for coaches to manage their leads on the go.

Lenus eHealth is a digital health platform that empowers fitness trainers and health professionals to deliver personalized coaching through an all-in-one solution. The key goal was to enable coaches to interact with new leads faster, by providing them feature for mobile devices.

Lenus eHealth is a digital health platform that empowers fitness trainers and health professionals to deliver personalized coaching through an all-in-one solution. The key goal was to enable coaches to interact with new leads faster, by providing them feature for mobile devices.

Company introduction

Business goals

24%

Increase in lead conversion rates

Increase in lead conversion rates

40%

Increase in coaches's app engagement

Increase in coaches's app engagement

Increase in coaches's app engagement

35%

Reduction in lead response time

Reduction in lead response time

Problem Statement

Coaches were struggling to stay on top of new leads and sales opportunities when away from their desks.

The existing dashboard provided lead management capabilities, but the experience was optimized for desktop use, making it impossible to use on mobile.

The existing dashboard provided lead management capabilities, but the experience was optimized for desktop use, making it impossible to use on mobile.

User Needs

Coaches required a way to manage the entire lead workflow, from initial contact to successful client conversion, all while on the go.

Design Constraints

Solution should take into account current dashboard functionality. Limited development time and resources, focus on MVP.

Work with current Design system.

Solution should take into account current dashboard functionality. Limited development time and resources, focus on MVP.

Work with current Design system.

Here is how I designed it:

Here is how I designed it:

Here is how I designed it:

Here is how I designed it:

Research

The design process began with an analysis of the inbound sales data, which revealed that lead contact time could be impacted by up to 10%.

This finding underscored the importance of improving the lead management workflow for coaches. To further understand user needs, I conducted qualitative interviews with coaches, which highlighted a strong desire for a better lead management tool that could be accessed on the go.

This finding underscored the importance of improving the lead management workflow for coaches. To further understand user needs, I conducted qualitative interviews with coaches, which highlighted a strong desire for a better lead management tool that could be accessed on the go.

Research

Next, I performed a feature audit of the existing Lenus dashboard's lead management capabilities.

Based on it together with interviews insights, I built a task flow that mapped out the key user journeys for managing leads. To make sure this flow aligned with sales best practices, I reviewed it with the sales department and incorporated their feedback.

Based on it together with interviews insights, I built a task flow that mapped out the key user journeys for managing leads. To make sure this flow aligned with sales best practices, I reviewed it with the sales department and incorporated their feedback.

Ideation & Validation

With the task flow in place, I began creating wireframes and testing them with coaches.

This allowed me to validate that the proposed functionality covered their main users needs. In parallel, I assessed the current mobile navigation to determine the best way to integrate the new lead management feature while maintaining consistency.

This allowed me to validate that the proposed functionality covered their main users needs. In parallel, I assessed the current mobile navigation to determine the best way to integrate the new lead management feature while maintaining consistency.

Design & Iteration

After gathering feedback from the initial wireframe testing, together with team we created a user story map and agree on the product MVP.

On this stage, it was crucial to receive technical feedback and align mission expectations with stakeholders. Then I used this as a foundation to create high-fidelity designs, carefully leveraging the existing mobile Design System and defined patterns.

On this stage, it was crucial to receive technical feedback and align mission expectations with stakeholders. Then I used this as a foundation to create high-fidelity designs, carefully leveraging the existing mobile Design System and defined patterns.

Final design

As a result, we provided coaches with major lead management functionality.

This feature allowed them to:

- Notice new leads by receiving push notifications.

- Conveniently navigate in leads list.

- Quickly call, text, or email to specific lead.

- Open a detailed lead page to view all information, update status, send offers and even see payment updates.

This feature allowed them to:

- Notice new leads by receiving push notifications.

- Conveniently navigate in leads list.

- Quickly call, text, or email to specific lead.

- Open a detailed lead page to view all information, update status, send offers and even see payment updates.

Here are key process flows:

Outcome

The mobile lead management feature was well-received by coaches, who reported significant improvements in their ability to respond to and convert new leads.

- Feature enabled coaches to work from anywhere, improving their overall productivity and flexibility.

- Coaches could now respond to new leads more quickly on-the-go, leading to a 24% increase in lead conversion rates.

- As coaches saw more value in the new mobile functionality, they began using the mobile app more frequently, further strengthening the platform's position.

- Feature enabled coaches to work from anywhere, improving their overall productivity and flexibility.

- Coaches could now respond to new leads more quickly on-the-go, leading to a 24% increase in lead conversion rates.

- As coaches saw more value in the new mobile functionality, they began using the mobile app more frequently, further strengthening the platform's position.

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Behance

marta.ux © 2024

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Connect to Content

Add layers or components to infinitely loop on your page.

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Connect to Content

Add layers or components to infinitely loop on your page.

Ready to create something amazing together? Let’s connect!

My CV

LinkedIn

Medium

Behance

marta.ux © 2024