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Nortel Networks - ClarifyCRM ClearSales - Enterprise Software Application
www.NortelNetworks.com
Situation
- In 1999, Nortel Networks made a strategic business decision to enter the CRM software space with the acquisition of Clarify. Integral to Clarify's success was the migration of the application to leverage Internet based technologies.
- Nortel Networks partnered with marchFirst in November 2000 to migrate Nortel Networks ClarifyCRM software from a windows platform to a web interface accessible through a web browser on multiple platforms.
Challenges
- Migrate the propriety Windows client-server software to an Internet application accessible through a Web browser on any platform without the use of third-party plug-ins.
- Strike an efficient balance between improving workflow and reducing steps required for completing tasks, while ensuring reasonable network connection download time.
- Redesign complex and hidden interface functionality (right mouse-clicks, drag and drop and pull down menus) into a simplified and intuitive interface.
- Leverage the ability to provide access to Nortel Networks ClarifyCRM anywhere via the Internet (on the road, in the office, at home) to a large audience including inside sales reps, outside sales reps, and managers.
Solutions
- Designed UX based on convergence of specific needs of the identified users in high-volume call centers, support centers, and sales environments.
- Reviewed existing applications with a focus on the needs of the users, and the functionality and features that directly support ease-of use.
- Utilized a User centered design process to provide an effective solution for the interface design of the Internet-enabled Web Applications.
- Participated in conducting user needs analysis with users of Nortel Networks ClarifyCRM to discover and analyze how different types of users work with the application during an average day.
- Defined and developed Use Cases that documented step-by-step process for all possible interactions between the user and the system. Used by QA team to test the Web Applications.
- Diagramed User Flows and Task Flows that documented the users' interaction with the system. Used as a blueprint by Engineering team to program the front-end of the Web Applications. Used by QA team to test the Web Applications.
- Designed UI Screen Designs and UI Wireframes that detailed the exact layout of all elements and content on the screen. Used as a blueprint by Engineering team to program the front-end of the application. Used by QA team to test the Web Applications.
- Redesigned complex and hidden interface functionality including right mouse-clicks, drag and drop editable grids, by leveraging the design of traditional Windows/Macintosh software.
- Created modular component-based layout and design that would accommodate code such that it could be used in multiple places throughout the application without duplication, allowing the user the ability to customize the final layout of screen elements.
- Refined nomenclature and semantics used throughout the application for a better comprehension of both functionality and data types.
- Developed prototypes and participated in conducting usability testing though an iterative process to create the final interface design.
Results
- An easy, intuitive and user-friendly Web Application for Nortel Networks ClarifyCRM.
- Improved usability with a consistent web interface that can be learned quickly and that provides feedback at every step of a user action.
- Improved usability and existing functionality by both combining tasks and breaking tasks into multi-step processes.
- Improved usability by removing clicks, unnecessary windows, and round-trips to the database.
- Improved usability with a streamlined user interface that dynamically scales to a variety of screen resolutions and/or monitor sizes.
- Improved usability with a dynamic system that supports internationalization and customization of both screen layouts and data types.
- A body of to draw upon for future improvements to the Web Applications, for extending the product's reach to wireless platforms, and for better training of end users.
- A User centered design approach to application development was a key differentiator in the success of delivering a superior solution on time and on budget.
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