Nerium International Back Office Project - Leader Dashboard & Graphic Tree (2015-17)
BACKGROUND
Create the new Back Office with the user in mind. Brand Partners have a unique frame of reference when building their business. We’ve organized the content into different categories for related interaction: Build, Track, Events, and Learn.
TRACK is the secondary focal point of the Nerium Back Office. Once a Brand Partner progresses in their business and builds a team, TRACK is where they will discover whom they may work with for maximum results. Integration of Exigo volume buckets in various formats will help Brand Partners make smarter decisions.
Leader Dashboard is the landing page of TRACK. It's a data visualization dashboard that provides Profile info, Business Overview data and Business Drivers data for our Brand Partners and Customers.
Graphic Tree Tool is a new visual guide to organization structure under TRACK.
PROBLEM
Existing back office is a compilation of our original system and one-off needs of the field devised during Nerium International’s growth from startup to successful company. Current structure and content needs to be revised for efficacy, focus, simplicity, and vision of global expansion.
The current Graphic Tree was removed due to the tool not being able to be used globally. Brand Partners do not currently have a way to graphically view the hierarchy of their organization/downline.
Hard to identify business risks and opportunities with in the current system. Leader Dashboard detail info cannot assist in all Graphic Tree and Sponsor Tree.
SOLUTION
A thematic element driving our product development is aligning our vision with the philosophy high tech leads to high touch. It is imperative that our technology drives behaviors that connect a Brand Partner to their bottom line, people, and display contextual content that assists them in taking action based on informed business decisions.
Secondly, we strive to create a Back Office that is more active than passive. User experience should give priority to actionable items. Focal elements of the Back Office should help the Brand Partner answer questions like, “What should I do now?” and “Whom should I help?”
Our Back Office and technology systems need to be simple enough to comprehend across multiple regions and cultures.
MY ROLE AND MY TEAM
Led the UX design for the Back Office project. Worked with two UX Architects from Nerium UX team.
MY DESIGN PROCESS
empathize
Combining Contextual Interviews and Usability Testing:
Combine watching users do their daily work with asking them to complete tasks based on scenarios.
Interview our Brand Partners during a usability tests to find out the sorts of questions, issues, tasks they would come to the Back Office with. Let them not only do their own tasks but some of my tasks as well.
Key Insight:
1. Do not know how to examine/mine data (like volume and ADO processing) across their downline to find issues and opportunities. Requires user to combine data from multiple pages
2. Almost no one uses Team Communicator
Reasons:
They contact people where they live…on their phone. Prefer to use texting on phone. Sometimes call, but many people won’t answer a call but will answer a text.
They don’t want to have one more place to check texts and email. They prefer one place (their phone) and believe their downline also prefers phone (texting).
They see messages from high-level BPs in the message inbox and assume that any messages they send will be sent to the entire field.
3. Newer BPs love Graphic Tree.
Here’s why:
They can see the structure of their downline, and refer to it prior to placement.
They can quickly see if someone’s rank changed or someone is inactive
It is VISUAL
There are issues:
Larger downlines are hard to view on the tree as they are too spread out to be easily interpreted.
Most not sure what the icon color signifies because the legend is hidden and most do not know it is there.
Can’t see their own PC/RC in the tree
Don’t understand the Sponsor/Placement views
Want to hide inactive BPs
4. Data Accuracy, Completeness, and Clarity
Data Accuracy:
BP Rank sometimes wrong
Graphic Tree does not show some BPs
Clarity (just two examples)
Where current rank is shown, it assumes that all downline ADOs will process smoothly. It does not show which ones have NOT processed—you have to dig for that. If an ADO does not process on the 23rd, Credit Card is reprocessed, and it is very late in the month before the BP discovers they are not going to make rank.
Determining what is going on with downline requires looking across multiple pages (Leader Dashboards for entire downline, Sponsor Tree, Reports)
Completeness
Don’t have good way to see their downline PC/RC activity
PC/RC not on Graphic Tree
DEFINE
I've created three personas based on different kinds of Brand Partners.
New (Baby) Brand Partners focus on learning business and start to build their team. So Nerium Training Center and Prospecting tool are important for them.
Director level Brand Partners focus on track their growing team data, prospect new people and training their team.
Sr level Brand Partners focus on track their huge team and training new starts
ideate
Created a Sitemap to reorganize al information of Back Office as a bird's eye view. Based on Card Sorting section from user research, I was able to create infrastructure and flow for Track.
PROTOTYPE
