Calldrip Application
Summary
I have worked for Calldrip for over 6 years, and I have had the opportunity to create multiple user experiences and update many user interfaces. In this case study, I will discuss the process my product manager and I took to update the web application during my first couple of years with Calldrip.
Problem
Calldrip is an application that connects companies with every shopper, boosts team performance, and turns more conversations into sales. However, users found the navigation confusing, the user interface outdated, and they needed multiple login credentials to view all their data.
Process
User Research
After meeting with several users, both in person and over Zoom, we categorized them into two groups: internal and external. We combined the information gathered from these meetings and created two user personas to represent each group.
Because each group uses Calldrip in very different ways, we created a basic user flow for each persona. These user flows helped us see the similarities among these user groups, even though they each use the tool in very different ways.
We analyzed the personas and user flows and discovered an issue both groups had: needing multiple logins to view data for all their accounts. The current system allowed one account per login, so as a team, we decided to create a new navigation system.
Sketches
Before we could sketch any of the pages in the application, we needed to create a site map of the new navigation. We iterated several versions of the site map and tested them until we found the best option.
After testing, we looked at the results and determined which site map would best suit both our internal and external users. We then began the long process of sketching out every page. For this case study, the sketches, wireframes, and prototypes are of Calldrip’s team functionality, as I cannot show every page on the site.
Wireframes & Prototypes
After finalizing the sketches and confirming stakeholder alignment on the new direction, we converted the sketches into wireframes.
We ran another round of testing with our internal users in the office. Based on the feedback we received, we created high-fidelity prototypes and presented them to the team.
Usability Study
We conducted one final test with our high-fidelity prototype. We tested three external users and three internal users by giving them three tasks.
The team's portion of the application was pretty straightforward, so we passed the prototype off to the development team. Other pages took longer and needed additional revision and testing.
Final Design
What I Learned
This project taught me a lot about taking different feedback and suggestions and crafting them into an experience that benefited multiple user types. Before this project, I did not understand the importance of usability testing. I learned that it is a fantastic tool in discovering how users think and their initial instincts. I also learned that it can be challenging to collaborate with a team and effectively communicate opinions about building new processes to give customers the best Calldrip experience.
Visit www.calldrip.com to learn more!