Shipped
Building a CRM
Ditto insurance
Over the course of four months, I had the opportunity to work closely with the Ditto team to develop a CRM system that streamlined the operations of the sales team while also providing intuitive, actionable reports. Ditto, which started as a simple, no-spam insurance platform in 2021, was created with the goal of simplifying the often-overwhelming process of selecting insurance from a multitude of providers in India.
Initially, managing and organizing the leads we acquired proved to be a challenge. In the early stages, we operated using basic tools, primarily Excel, to track and manage these leads. However, it soon became clear that this method was not sustainable for the growing volume of data. This realization led us to upgrade our processes and invest in a more efficient CRM system.
WEBSITE
MY ROLE
Interaction designer
UX researcher
UX Designer
TIME LINE
2022 July - 2022 Dec
TOOLS
Figma
Google Docs
After effects
Loom
Miro
TEAM
Arif, Lokesh, Shreyans, Sachin, Shaily
Activity history
My Process
Based on user feedback, I envisioned a CRM system built for seamless usability, role-specific workflows, and real-time data insights. Users required a personalized experience, integrated communication tools, and streamlined daily tasks to boost efficiency and engagement.
Role-Specific Workflows: Tailored dashboards and interfaces for sales, support, and management that reduce redundancy and sharpen focus.
Integrated Communication: Built-in messaging, email, and call tools that centralize communication for a smoother workflow.
Personalization: Customizable dashboards, filters, and notifications that allow users to tailor their experience to individual needs.
Optimized Navigation: A redesigned information architecture that provides quick access to essential tools and data.
Data Visualization: Dynamic charts and real-time insights that empower users to make informed decisions quickly.
Target Audience
Our CRM system is designed primarily for internal teams that directly manage customer relationships, including sales professionals, support staff, and account managers. It delivers role-specific workflows, intuitive dashboards, and real-time data insights that enable these users to effectively manage leads and drive revenue.
CRM meets the needs of strategic decision-makers seeking comprehensive reporting and analytics, as well as external partners who require a unified platform for seamless customer engagement. This balanced approach ensures that all stakeholders in the customer relationship process benefit from an efficient, integrated system.
New design
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New design
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Old vs New design
Old Design: The previous system was fragmented, relying on manual Excel sheets and disjointed interfaces. It lacked the cohesion and role-specific customization necessary to manage customer relationships effectively, leading to inefficiencies and limited data accessibility.
New Design: The revamped design offers a unified, intuitive CRM interface tailored for different roles. It streamlines workflows with integrated communication tools and real-time insights, dramatically enhancing user engagement and overall efficiency.
New design
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Adding notes
Notes are used to keep a record of any comments, or observations that the user would have relating to that particular lead.
Users will be able to keep track of how a sale is progressing. When leads are switched between advisors, notes help the new advisor in understanding the lead’s history and requirements.
My Tasks & Lead owner change
Adding a sale is possible from the Sales Tab also (apart from when marking a payment task successful and on the leads page). The sales form is opened on the right-side panel.
For sales done through Ditto links, the user needs to enter only the application number. On clicking the ‘Get Details’ button, all the policy details will be shown in the subsequent fields.
This is fetched from the ops portal. This is possible if that policy number is still unclaimed by any advisor.
Tags for Leads
Tags are identifiers that can be added to leads. This lets the user identify, filter/segment and target leads with campaigns. The tags section is present on the bottom right side as part of the lead details on the individual lead pages.
Impact
Based on user feedback, I envisioned a CRM system focused on seamless usability, role-specific workflows, and real-time data insights. Users needed personalization, integrated communication tools, and streamlined daily tasks to improve efficiency and engagement.
Key Features
Role-Specific Workflows: Tailored dashboards and interfaces for sales, support, and management, reducing redundancy and enhancing focus.
Integrated Communication: Built-in messaging, email, and call tools for centralized communication.
Personalization: Customizable dashboards, filters, and notifications to meet individual preferences.
Optimized Navigation: Redesigned architecture for quicker access to tools and data.
Data Visualization: Dynamic charts and real-time insights for better decision-making.
Contact me for more :)
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