CRM Software - Streamline Customer Communication
Atmos ONE: A single platform that enables the Atmos team to communicate with its customers while allowing them to interact through their preferred channels (e.g., WhatsApp, Email, Messenger). The primary goal was to create a solution that streamlines customer data management, allows intuitive information traceability and overcomes language barriers to Atmos’ global customer base. My responsibilities included a holistic UX process, from research through design, with added focus on service design.
Competences
UX Research
Service Blueprints
Research Analysis
Insights
User Journey Map
Concept Creation
Ideation
Wireframing
Surveys
User Tests
Design Iterations
Iconography Design
Tools used
Figma
Figjam
LLM's
Adobe Cl.
Role
UX Research
Service Design
UI/ UX Design
Documentation
Year
2024
Business
goals
allignment
To start the project, I sat down with product owners and stakeholders to align on business goals and clarify what the desired outcome should accomplish. To support better communication, I created visualizations of the current state and the desired future state. This not only helps me stay on the right track but also allows me to refer back to these workflows throughout the project phases. It is important that this is only laid out at a superficial level to avoid ideation biases.
Problem Atmos UAV, serving a global customer base of drone operators and resellers, faces challenges in coordinating efficient customer support. Communication leads to confusion, poor information traceability, and data loss, impacting both customer satisfaction and service quality.
Objective Develop a standardized solution to improve the communication between Atmos UAV and its global customer base.
Final
Outcome
The final design of Atmos ONE has developed into an experience that meets the formulated design requirements and represents the desired workflow that was mapped out at the project’s beginning. It addresses the most critical pain points that have made the current communication workflow error-prone and provides a solution that allows stakeholders to meet all their needs in one place. A feature like automatic message translation for interlingual communication, for example, removes the burden of using third-party translation tools, and the dashboard has proven to be a safe point of return when a user feels uncertainty. In addition a main design element is the green accent color, which intends to signal the user's logical next step at all times, reducing cognitive load.
Reflection
Overall, I am very happy with the outcome of my work, and I am confident about its functionality and workflow enhancement at Atmos. I realize now that the detail and attention I have spent on each part of the process have paid off in a result that is not only good-looking but also highly user-centered. However, there is still one crucial part of the process I am only moderatly satisfied with: the outcome of the ideation session. Even though I attempted ideation with a variety of techniques, my initial hope was to end up with a solution for this kind of situation that might be groundbreaking, not something like a CRM system that already exists in multiple variations. But maybe this is the only solution, and why put a label on it calling it a CRM? This may be a new technological approach featuring functions that do not yet exist. Further elaborate research would be required to figure out the details about this. For next time, I will explore further approaches to enhance my creative session by focusing on more depth and incooperating more abstract methodologies. Nevertheless, the functions Atmos ONE is provided with demonstrate how much the software tackles the pain points gathered from my research. And though it requires further attention before fully deployed, usability testing and pilot feedback already show a 32% increase in customer satisfaction compared to previous solutions. Additionally, since I consider this one of the most valuable aspects, I placed strong emphasis on stakeholder communication by providing tools like user journey maps and service blueprints, not only to convey the product’s strengths for customers, but also to showcase its holistic value.