We joined a company that has already been in the solar industry for several years, selling customer leads to solar companies through a self-built software. Their goal was to design a product for their niche CRM.
This product was conceived to respond to the specific requirements of solar companies during the commercial journey from beginning to end, obviously integrated with their self-built software as the main lead source. We worked along with the in-house team to design a human-centered product to unify and replace the multiple tools currently used in the different stages of this process. This includes from lead management in the early commercial stages, to system design and proposal preparation, to the post-sell installment process.
When our UX team was onboarded to the project, the development team had already started working on a first version of the product using a UI template kit. We had three initial big challenges:
We started with research on 3 fronts:
Though homeowners are not among the platform’s users, acknowledging their mental models, expectations, habits, and fears was very helpful to envision the challenges sales agents might face in the sales process so we could work on a tool that contemplated the pain points of the sale process.
While the designs were still based on the original UI template, we built a modular library with the used template components and the new ones that were created. This library also included a prototype section that portrayed the behavior of the main components, to facilitate hand-off to the development team. Also, to soften the hard-data-management look, we added an illustrator to the team and worked on custom user-friendly components for the key elements of the system.
Once the first lead-management prototypes were ready, we also conducted user testing interviews with the solar agents we had interviewed in the beginning.
After one year, the ongoing design process came to a maturity stage where the company decided it was ready to start handling design 100% in-house. We were happy to hand off the project after accomplishing a set of milestones that would make the onboarding of a new team definitely easier: