PICKLE.AI DASHBOARD DESIGN

Redesign dashboard with data analytics for better performance and team management.

Pickle is a conversation intelligence that help users improve conversation quality and boost revenue. Pickle discovered the low engagement with the current dashboard and wanted to redesign it for higher engagement and increasing subscribers.

My Responsibilities

  • Collaborated with CEO, design lead, user researcher, and the other UX designer on identifying problems.
  • Designed one of the concepts.
  • Presented the concept design to CEO and the design lead.
  • Designed screens and created design iterations.
  • Participated in usability testing (led by the researcher).
  • Finalized design and handed off to developers.

Timeline

January 2022 to March 2022 (6 weeks)

Team

Chief Executive Officer
2 UX designers
1 UX researcher
1 Design lead
1 front-end developer

The current dashboard provides preliminary analytics and has low engagement. Pickle wants to redesign a dashboard that provides more comprehensive data analytics for personal improvement, team management, and revenue boost.

We need a dashboard to get more insights of the meeting and improve team performance.

1. Understand

The problems with the current dashboard

Low engagement

The current engagement with the dashboard is low.

No Insights

The dashboard doesn't provide enough insights.

Poor Data visual

The data visualization is not appealing enough.

Not intuitive

The data presented are not intuitive for a quick understanding.

Review persona to define needs and user goals

As a starting point, the user researcher walked us through the persona and user journey map created earlier and highlighted the differences between two persons and their needs and goals.

What are the differences between two peronas?

Account Executive

Account Executives are sales people who face customers at their daily work. Their work focuses on getting more customers and getting deals close.

Vice President

Vice presidents don't do much customer facing work. Their work is focusing on team management and revenue boost.

User needs and goals

What can the dashboard do specifically for user personas?

I worked on summarizing user needs and goals by consolidating two persona and tailor them specifically to the dashboard design.

User Goals

  • Better understand meetings.
  • Improve performance and meeting quality.
  • Increase company revenue.

User Needs

  • See summaries of meeting statistics and important information.
  • Understand areas to improve.
  • Manage the team and facilitate training.
  • Track opportunities and revenue.

Project Goals

With user goals created, we combined with business goals to come up with the project goals to guide in the next steps and throughout the entire design process.

2. Explore solutions

How might we workshop

The workshop structured with three parts - define HMW, discuss priorities, and explore preliminary solutions. Four key questions we come up from user research and use as guide for solutions are:

How might we help users understand meetings better and improve the meeting quality?

How might we increase engagement with Pickle APP through the dashboard?

How might we help users manage the team and facilitate training?

How might we help increase deals and company revenue?

Brainstorm!

With the questions created, the step 3 is to brainstorm any possible solutions. Each individual brainstormed their ideas and voted for the good ones. The main ones came out from brainstorm are:

  • Performance overview of key statistics.
  • Deal overview and tracker of changes and winning ratio.
  • Team notices for collaboration

Solutions

Individual Dashboard

Tasks

  • Upcoming tasks
  • Create tasks

Recordings

  • Upcoming tasks
  • Create tasks
  • Highlighted snapshot

Personal Performance

  • Summary of meeting statistics including talk ratio, filter words, markers mentioned.
  • Summary of meeting insights such as top questions asked, concerns addressed well.

Team Dashboard

Team Overview

  • Summary of meeting statistics including talk ratio, filter words, markers mentioned.

Individual Performance

  • Performance review of talk ratio, filter words, markers etc
  • Performance comparison between staff

Deals and Revenues

  • Ability to track key deals and revenue changes.

Preliminary Concept

Consolidate the tabs

There is a concern that too many tabs in the first launch may distract users. The team also agreed that some features that have their own page such as tasks and recordings can be simplified to provide an overview and quick actions.

Information Clarification

Pickle's customers are 90% sales team. Their meetings are primarily comprised with two parts - leads and opportunity. It is important to present some information such as call duration based on the call type.

Deals and Revenues

3. Ideate

Challenges and Considerations

With the first version of design created, the team shared with CEO. It is also the time Pickle is working on the integration of Salesforce and improving the training of artificial intelligence. some technical questions are critical to be considered in the next phase:

  • What data are important and useful?
  • How accurate the artificial intelligence can be?
  • How to make the implementation easier?
  • How to test out different ideas?

Concept Design - A&B

Me and the other designer worked on the first version of design together. However, we did have different thoughts and ideas that the CEO and design lead were excited about  and wanted to test out what worked out better. Therefore, after the first stakeholder meeting, me and the designer were asked to work individually on two concepts.

Concept Design - A and B

A

Concept A is primarily on individual dashboard and emphasize on team collaboration and meeting performance.

B

Concept B is more on the team dashboard that helps team management and deal track.

Concept A

Team Coordination

The key feature created for team coordination was the team notice that allows users to post important information and notice.

Meeting Performance

The design provides data summary for all recent recordings for users to check by clicking the "detail". Comparing to Concept B, this one has less visual for the data and aims to provide more overview.

Concept B

Deal Track

The deal track provides meeting details for top deals through a graph. The graph also links to the snapshots of markers mentioned for managers to review member's performance.

Team Management

The team management was achieved through providing more details on individual's performance - rather than only providing data, the design links back to the snapshots for markers (topics) mentioned during the meeting.

4. Prototype and Testing

Plans and goals

We worked with the user researcher on the research plan - including focus areas and follow up questions. She conducted usability test with four members of Pickle's sale's team (Pickle's primary users). the goals for the testing are:

  • Validate what core/premium usage metrics are needed to help customers understand the ROI of Pickle
  • Validate visual representation of those metrics
  • Examine the usability of the Analytic Dashboard

Key Comments

"I like the summary but what can I do with it"

Users are pleased with the data provided but don't know how to take it from there. They need more actionable details in general.

"How to increase the engagement with the existing features"

Users are interested in seeing more interactive dashboard instead of solely data presentation.

"Great amount of information but is it too overwhelmed"

Users expressed the concern that they won't spend that amount of time on the dashboard daily. The information needs to be more concise and helpful.

5. Design Improvements

Review and challenges

We had a second meeting with the CEO to discuss prioritized revisions for the second version of design. the key challenges are:

  • How can we consolidate information and provide hierarchies?
  • How can we Increase interactions?
  • How can we provide more insights?
  • How can we create effective comparisons?

Design Improvement Strategy

The focus of the revisions is to make the design more interactive and concise.

Information hierarchy

  • First level - overview
  • Second level - details
  • Graph contains multi-level of information

Provide insights

  • Create layered information
  • Create connections between each statistics that can better identify problems

Increase interactions

  • When it comes to details, create connections with existing features such as markers.

Create effiective comparisons

  • Use either firm or industry average as the base line
  • Provide heat map for quick skim.

Design Improvements

Consolidated Information

The strategy was to present key information on one page by overlaying information such as sentiment and markers mentioned (positive or not) and leave out some summaries that cannot be analyzed or captured by the current artificial intelligence.

Information Hierarchy

Rather than using tabs, we choose to present an overview by overlaying all key information and leave details in the second and third layer.

Provide better insights and effective comparison

In the last version, the comparison was tracking each member's own performance month by month. However, it doesn't provide enough information for managers to identify who "needs help". In version 2, the comparison matrix was based off the average of team's performance and presented through a heat map so it's both visual friendly and effective.

Increased Interaction

One big comment that users had during the testing was that the design has limited interaction. In version 2, we used tooltip and connection with snapshots to provide more interactions.

WHAT I LEARN FROM THIS PROJECT?

Collaboration wise, this is my first task with Pickle and I had to work collaboratively with another designer. Ensure smooth connections and consistency between two is a big challenge. But we worked out well by meeting effectively with each other and the team. Design wise, how to provide appropriate amount of information with nice visualization is a big challenge. We explored different visualization from both competitors and tools such as PowerBI to ensure that the data is well presented and easy to be implemented.