Generative ai
Role: UX Researcher & Interaction Designer | Team with: Product Manager & 3 Developers | Duration: 4 weeksProduct Summary: Ability to craft marketing magic; generate messages with a flourish and entice leads that ensure your deals are won
The Business Problem
Organizations are fleeing Cirrus Insight for AI generated solutions with other companies.
The Goal
Users will use ChatGPT with Cirrus Insight to help generate attractive and effective messaging towards leads that will increase their chances in winning their deals.
The Challenge
- Implementing this product feature onto already established application.
- Ensuring seamless integration without overwhelming users with excessive or irrelevant content.
🕵🏼♂️ Research & Empathize
Methods and Skills used: User Interviews • Persona Creation
Out of 253 surveyed, 86% of Sales Reps believe Generative AI makes them work more efficient. Generative AI can boost efficiency by offloading and automating many mundane sales activities, such as combing through proposals to figure out what resonated most in winning situations. ~ Gartner
Research Questions for Sales Reps such as Sam Armstrong
What motivated you to start using generative AI for email messaging in your sales outreach?
Have you noticed any specific improvements or challenges in your efficiency since using AI-generated content for emails?
What are your expectations or hopes for the future development of AI tools in assisting sales professionals with email messaging?
After insights were gathered from interviews, I created this user persona that typically caters towards sales reps who represent users such as Sam.
📝 DEFINE
Methods & Skills used: Crafting the Problem Statement & User Story
Problem Statement
Sam is a busy sales representative who needs to write well written emails to his customers so that he get get responses from his leads to generate sales. The email needs to be persuasive, personalized, and well-crafted in order to secure a next step in the sales process, such as a follow-up meeting or a product demonstration.
User Story
As a sales representative, I need to write well written emails based off the data I have so that I can more likely get a response and engage with my contacts and leads in closing a sale.
How Might We
make users feel confident that what is being generated works?
We Need to
ensure that Generative AI focuses on information that matter to the end user.
🧠 IDEATE
Methods and Skills used: FigJam • Brainstorming Ideas & User Journeys
Brainstorming Possible Ideas
Let’s identify and gather 2 groups where we workshop and brainstorm possible ideas for product features. There is no right or wrong idea. There is no best or worse idea. The purpose is to document the user’s interactions with a product or service to identify pain points or opportunities.
User Journey
Based on our insights, the teams have decided to focus in on working with generating personalized sales pitches. This will be a typical happy path flow of a user using Generative AI within Cirrus Insight.
🖌️ 🎨 DESIGN
Method and skills used: Figma • Low Fidelity Wireframing • High Fidelity Wireframing
Low Fidelity Designs
In addressing this project, a notable challenge lies in determining the optimal method for implementing this feature within our existing product framework. I’ve proposed integrating the feature seamlessly within the contact interface, utilizing an ellipsis. Upon accessing this feature, it will be prominently positioned as the primary choice for users.
High Fidelity Designs
Following a presentation of the initial low-fidelity wireframes with stakeholers, I incorporated significant feedback by integrating key features into the high-fidelity wireframes. These additions encompass various elements, including expanded dropdown options, sample contact information, and integrated analytics.
Please click on the expand button within the Figma iFrame to enlarge this experience with these mockups.
▶️ 💻 Prototype Demonostration
Methods and Skills used: Figma • Interactive Prototyping • Zoom
Click on the play button below as I demonstrate the prototype for this particular feature. You can also interact with it if you have a Figma account
🔬 TEST Results
Methods and skills used: Gainsight PX • Survey Monkey
After meeting with our focus groups, these are the results that were gathered from our testing and surveys. Testing was done with 50 users who actively use Cirrus Insight. Actual usage would need to meet 50% along with an NPS score of 70% to consider investing time and resources into this project.
- Actual Usage of ChatGPT with Cirrus Insight 72%
- NPS 80%
Lessons Learned
Do not have 2 CTA buttons: Difficult to determine two CTA buttons to be considered primary buttons. Further testing is required to see if we can alleviate the friction between having two buttons. As a rule of thumb, one CTA button should be displayed with a secondary button that’s less attractive should be utilized.
Data Quality is Paramount: The quality and diversity of the dataset used to train the generative model significantly impact its performance. Ensuring a rich, comprehensive dataset helps the AI generate more accurate and relevant outputs.
Related Projects
Sales Analytics – Not only working with the product and engineering team on this forecasting sales tool but it was also conducting user research with sales managers that drove the design of this product.
Stratosphere Design System – Design rules and components that empower designers and engineers to quickly construct clean and scalable apps with ease. View Figma File or View it Live Online
Photography
Weekday Evenings
7PM -10PM
Weekends
1 PM - 11 PM
Contact
Phone
+(562) 552 2526
info@michaelserna.design
Address
Riverside, California