Overview & Problems

• Context: This work was done as re-imagining ZS's flagship web-application - Sale performance management system (formerly Javelin Next)
  This application is used by leading pharmaceutical companies for managing their product sales.

• My Role: UX Designer (research, IA, wireframes, high-fidelity UI, Usability testing).

• Users: Pharma Sales Managers (rule creators), with downstream impact on Sales Reps.

• Business Goal: Simplify the process of creating business rules that decide which customers a medical representative should visit to.

Before redesign:

Poor UI Interface, incapable of Nested Rules, outdated design language

After redesign:

Modern look and feel, Intuitive UI, Capable of handling complex and nested rules, Rule summary at bottom

Key highlights

The Process and the Journey

How it was done

User research and discovery

Personas:

The Expert Manager: Creates rules weekly, values power and flexibility

The Occasional User: Creates rules rarely, needs simplicity and guardrails

Existing Journey:

Identifying issues in existing interface(s) through Heuristic evaluation:

1. Visibility - Partially Passed

2. Flexibility - Failed

3. Learnability - Failed

Deep-diving using the 5-why's technique:

Problem Statement

Ideation

Lotus Blossom technique - To brainstorm idea for each sub ideas generated for a main feature.

Moving Ahead with each ideas from the core word :

Admin Business Rules Manager was focussed and more ideas related to it were brought like

• Rule Builders

• Alignment Generation

• Guardrails

Focusing on each ideas from Admin BRM, more features were ideated for each module:

Structuring the ideas - 1st iteration:

Final Information architecture:

Mindmapping we got:

User goal : I want to create some business rules to exclude X customers:

Before : Complex flow ( 3rd party dependencies, lot of breakpoints)

After: (Lesser clicks, simple flow, no 3rd party dependency):

User Flow - Navigate to a Rule :

User flow - Create rule categories:

Wireframe - Navigation concept 1:

Pros :

• Interactive tabs provide better interaction.

• Users are used to the previous top nav like style, which is now a Tab.

• More breathing space provided

Cons :

• Tabs might not be a great option for showing Dashboard items.

• Development might be an issue as tabs work in a different manner

Wireframe - Navigation concept 2 :

Pros :

• Easy navigation, Side nav useful for complex dashboard

• Better space utilization, icons would be used

• Both Tabs and Side nav used, looks professional

Cons :

• More items in side nav might create longer list

• Tabs still a challenge for nested parent items

Finalized navigation concept :

Pros :

• Icons as well as labels provided

• Drawer items are well arranged and hierarchy is shown

• Arrows are shown for parent items in drawer indicating more items ahead

• Breadcrumbs above helps in keeping a track of flow

• All items in navigation provided for better understanding

• Back arrow provided in breadcrumb for going back to parent item

Create Rule Categories Page

Rule Categories Page

Rule Builder:

Visual Designs - Key Screens:

Rule Builder Page :

Impact & metrics

10 Different Users, 10 Different Tasks

Task Completion : 95%

User Emotion capturing:

Final Outcome

Sales managers can now:

• Create categories and group rules logically.

• Build complex rules faster with less training.

Key takeaways