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The Challenge

After signing a contract for a new machine purchase, customers often face uncertainty while waiting for delivery on the agreed date. Currently, sales representatives manually track progress via deal experience tracker (DEX) and provide updates to customers through emails, calls, or in-person interactions.

The objective of this project is to streamline the process by surfacing real-time updates on the progress of new purchases and proactively notifying customers. This approach empowers customers with easy access to all relevant information, enhancing their experience. Additionally, it allows sales coordinators to focus on their core strengths—nurturing relationships and identifying new opportunities—by reducing the time spent on administrative tasks.

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, I adopted the Double Diamond process model, a proven framework for solving complex design challenges.

Discovery

During the Discovery phase, we conducted multiple workshop sessions with sales employees to gain a deeper understanding of customer perspectives and pain points. Using the insights gathered, we developed wire-frames based on hypotheses formed during these sessions. These hypotheses will be validated once the product is live, ensuring the solution effectively addresses customer needs and aligns with user expectations.

 

Results gathered from interviewing DEX users

Define

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.

Web responsive wireframes

Mobile App wireframes

Figma High-fidelity designs

Develop

From initial concept to high-fidelity designs, my work was shared with stakeholders and a broader audience for feedback and alignment. During the development phase, I maintained close collaboration with the development team, conducting regular reviews to ensure every aspect of the feature was implemented according to the design specifications.

Homepage asset widget showcasing “New purchase” counter

New purchase list

New purchase detail page – Progress stages

New purchase detail page – Documents management

Asset detail page

Release and User Validation

This feature is scheduled for release in December. In the meantime, I am utilising VWO to collect insights on how customers are likely to engage with the new feature. Additionally, ongoing customer interviews will be conducted to gather valuable validations and feedback, ensuring the feature aligns with user needs and expectations.