Drift aims to help marketing, sales, and customer teams by connecting them through conversations to build trust and revenue.
— Organize product requirements based on user and business needs, informed by research
— Conduct generative research to further understand the Sales persona
— Provide any and all design work for my product team, ranging from prototypes to design QA
How might we leverage the mental model of sales users to find the right tool, at the right time, so that they can see which accounts are showing the highest intent?
We created a dashboard to unify the sales tools. Previously, Drift's sales tools were scattered throughout the product, giving users a hard time finding other tools. Based on internal interviews, 80% of sales reps didn't know some of our tools existed. This presented a negative impact when these reps are showing demos of our products, and users aren't seeing the value of any updates we make to those tools.
We wanted to keep the interaction patterns familiar, while increasing excitement for sales product demos. Sales reps also use a multitude of tools, so we didn't want to stray too far from the interfaces that they're used to.
The first iteration got feedback that resulted in the team following vision concepts that I collaborated on with my mentor and product manager. I can't share too many details on this, but the final version was a result of wanting to encourage different user behavior and to start breaking down the concepts into iterations the team can slowly work towards.
80% reported the dashboard being easy to use
80% reported being satisfied with the dashboard
80% were able to pinpoint the value of the dashboard
Seeing as the dashboard has resonated with our customers, Drift should continue to invest time in making this dashboard more automated. This will truly lean more towards the current mental model of how sales reps prioritize prospective buyers.
— It's important to know how to navigate ambiguity. You're not always going to have the time to have all the right answers, so it's important to lean into design principles to help guide you.
— Building your design voice is a continuous journey. My cross-functional partners were often levels above me with many years of experience. It was intimidating to voice my thoughts at times, but I knew it was important for me to speak up because of my expertise and knowledge on our users.
If you'd like to know more about my experience and other projects I worked on, free to connect or chat with me!