The Challenge

The legacy Deal Experience Tracker (DEX) has proven to be a valuable tool for the sales department, enhancing their ability to monitor both current and historical deals. It has significantly improved the organization’s capability to track deal progress and outcomes effectively, providing real-time feedback and detailed reporting for sales representatives, managers, and executives.

However, the challenge lies in integrating this application into a multi-tenancy platform while simultaneously enhancing the overall user experience (UX). This integration aims to ensure a seamless transition, maintain functionality, and deliver an improved, cohesive experience for all users.

Role
Senior UX/UI Designer

Project Management
Agile Scrum Methodology

Tools
Figma, Incendi Design System, User Validation

Product Release

The Process

To address the challenge of integrating the legacy Deal Experience Tracker (DEX) into a multi-tenancy platform and improving its overall user experience, I adopted the Double Diamond process model, a proven framework for solving complex design challenges.

Discovery

The journey began with the Discovery phase, where the goal was to gain a deep understanding of the current system and its users. I conducted workshops with employees who have been actively using the legacy product over the past two years. These discussions provided valuable insights into their workflows, challenges, and aspirations.

Key areas of focus during the workshops included:

  • Understanding pain points: Identifying frustrations and inefficiencies in the existing system.
  • Recognising strengths: Pinpointing features or functionalities users find most valuable.
  • Uncovering unmet needs: Exploring additional tools or enhancements that could improve their experience.

This user-centered approach ensured that the voices of those directly impacted by the product guided the foundation of the design process. The findings from this phase informed the next steps in the Double Diamond process, setting a clear direction for the subsequent Define, Develop, and Deliver phases.

Design and Development

We successfully designed the solution leveraging the robust capabilities of the Incendi Design System, ensuring consistency and efficiency throughout the process. The mockups underwent multiple rounds of iterative refinement in collaboration with stakeholders, allowing us to align the design closely with user needs and business objectives while maintaining a high standard of visual and functional quality.

DEX Legacy

DEX in unified platform

Adoption

One month post-release, the solution achieved full adoption across the organization, demonstrating its success in meeting user needs and aligning with business objectives.

Post interviews

During the month of release, I conducted user interviews to gather feedback on how they were adapting to the new features and user experience. Based on the insights collected, I provided actionable recommendations to further enhance the app’s UX, ensuring it continued to meet user needs and drive engagement.

Results gathered from interviewing DEX users