Cramlo CRM —
Role
Research, Visual Design & Usability Testing
Date
2023
Tool
Figma
Context
Cramlo reimagines CRM with an all-in-one platform for client work. From intuitive project management tool to efficient financial tracking, Cramlo offers its users a comprehensive suite for success. With just a click, they get the insights to make smart moves. It’s all about working smarter and building stronger client relationships.
Problem
Picture this: You're about to dive into the service, a whole new world where you can organize and manage projects/clients effortlessly. But as you take your first steps, you're hit with a maze of confusing forms and steps during the sign-up process.
Pain Points
Customer's pain
Time-consuming onboarding process
The frustration of long support response time
Business Impact
High-value users being dissatisfied with the service
Increase in customer support cost
Objectives
Reducing the % of users dropping off in the middle of setting up their account.
Reduce the total time taken to complete the onboarding process
Decrease reliance on support teams.
My Role
I took charge of the design process, working both individually and in collaboration with various teams. Providing UX expertise to project managers, stakeholders, and sales & support teams, as well as directly engaging with some customers.
Previous Design
The forms seem never-ending, leaving users stressed and confused. Navigating through it feels like a maze with no end in sight.
Streamlining the Onboarding Journey
In response to user frustrations, we've revamped the onboarding process to eliminate confusion and streamline the experience.
Stripping away unnecessary form fields, reducing stress and simplifying the journey for the users.
Clear Path Progression System
Progression system, carefully crafted to guide users through each step with clarity and confidence. With clear visual indicators, users can easily track their progress, understand where they stand, and anticipate what comes next. This approach sets clear expectations from the outset, ensuring users know what's required and feel empowered to move forward.
From Confusion to Clarity
We struck a balance between explanation and action, starting with familiar steps before introducing new ones. This approach ensures that users feel comfortable and capable throughout the onboarding process, increasing their likelihood of successful completion.
User Testing
The prototype was shared with a group of users to see how they interacted with it. This helped us find problems and gave us ideas on how to make it better. Our goal is to make sure the onboarding process is as easy and smooth as possible.
