KPI
B2B Interface for Cellular Line and Mobile Device Agents.
This CRM system is designed to streamline essential operations, including:
Line connections with mobile carriers and number portability between different providers.
New Product Ordering - Providing a central platform for agents to order SIM cards, devices and accessories, ensuring smooth inventory management and customer fulfillment.
background
CRM systems, Product ordering systems, Cellular company websites
User research
Survey
I interviewed users with different usage patterns of the system to understand their main uses, difficulties and essential activities. I measured these activities by need, frequency and difficulty.
Interview
feature list
Must have
I compiled a list of features, derived from all research stages,
that need optimization in the system.
Should have
Leave a voicemail
Sales graph by company
Price comparison between companies
When entering the data, the company's benefits will be displayed.
SIM Porting History
Line Connection
Clear and accessible menu
Action button for sending a chat message
Activate button 'New Transfer'
Porting Status Check
System updates received via email will also be available in the system with filtering options, as well as WhatsApp notifications.
Product order
Accessible button for ordering a new product
Enhanced product cart
Extensive order history (going back years)
Accessible credit card payment
Order check by the last 4 digits of the credit card.
After mapping the problem, I identified and defined the key challenges.
The main action button opens a long product selection menu, which should be strategically placed so that agents can easily view and filter products
01
Visibility of the Main Action Button
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Since this button performs the system’s core function, it must be consistently visible across all screens.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
02
Optimizing the Product Selection Menu
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
Challenge
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
In the first stage, I carefully analyzed the information and identified patterns within the data.
This allowed me to logically categorize the information into three distinct groups,
Information architecture:
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
Home
page
Home
page
Reports
Benefits
Orders
Performance
Connections
SIM inventory
Hysterical
report
Forms and procedures
Contact us
Procedures
Add a sale
Wagon
This led me to realize that a concise menu that expanded into a more detailed menu would provide me with an answer, I researched similar menus to gain insights into their structure and user experience.
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
Solution
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
+
+
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
After selecting the 'Add product' button.
In the original system, filtering was inside the menu. Since the button moved to the main menu, I had to relocate the filter. Now, it's placed at the top of the page itself and the user can select the desired product by scanning.
To maintain consistency, I applied the same filtering layout across all relevant pages.
I created a prototype and confirmed that navigating from the main page to the add product menu is seamless—an important factor since these are the system's most dominant actions.
Cart menu
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
I researched the cart placement on major sales sites like Amazon and Walmart and found that the standard convention is in the top menu on the left (in Hebrew).
The shopping cart appears on all pages, allowing the user to access it from anywhere in the system.
When I showed the manager the menu, he was amused and started apologizing about why their system was not user friendly until now.
I chose to focus on this feature because it will significantly shorten the process for three users.
SIM portability- problem
To find the right solution, I created a flowchart detailing the process of an agent for SIM portability.
Flow
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
Main Sales
"Add Sale"
Button
Select Company
from the
dropdown menu
Fill in details to
connect the
customer
The system
establishes
a connection
The customer
confirms
Chat sending
option is disabled
The status shows
'Connection
completed'
Solution
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
Send Chat Conversation
Initiate SIM Portability
Check Portability Status
I implemented automation that allows the agent to perform tasks independently, eliminating the need to wait for the system administrator. This significantly reduces the administrator's workload while enabling the agent to complete tasks and respond to customers more quickly.
Next to each customer in the system,
there will be three buttons:
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
Challenge
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
Research
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
I analyzed the current system's user experience and identified areas for optimization.
It can be canceled.
It is essential to enhance the available search options.
It would be better to position it in a more accessible location.
It would be better to position it in a more accessible location.
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
Solution
Extended filtering
I added extended filtering for user convenience, along with additional options to make things easier for the product manager.
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
Chatbox
By clicking on the chatbox, the user can export, print, or reorder
a specific order. When selecting the cart, the selected order will be added directly to the cart.
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
Easily present order details to the user with a quick scan.
I rearranged the columns in the table so that the most important items appear first. By dragging the cursor, all items in the order will be visible. This allows users to quickly scan the order along with necessary details like date and price.
Business goals
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
The system administrator currently handles approximately 100 calls per day, with around 40 of these related to re-transfers or transfer approvals.
By enabling agents to independently perform re-transfers or submit chat-based approval requests, these calls can be reduced to approximately 10 per day, resulting in:
This improvement will improve efficiency and free up time for more critical tasks.
A.
B.
The "Buy Again" feature in the Orders menu allows users to quickly reorder previously purchased items in two options. By simplifying the reordering process and encouraging immediate purchases,
This feature aims to increase order frequency and boost overall sales.
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
I have noticed that some products offer significant discounts when purchased in bulk. However, agents often fail to take advantage of these deals due to limitations such as lack of storage space. To address this, Feature allows agents to buy in bulk, enjoy the discount, and receive the goods in multiple, customized, scheduled deliveries.
The business purpose of this feature is to drive higher sales volume by removing storage constraints as a purchasing barrier. By facilitating bulk orders with scheduled deliveries, feature helps suppliers move more inventory while allowing agents to maximize cost savings.
חד פעמי
שבועי
חודשי
דו חודשי
During the product ordering process, a small icon will appear next to the benefit line, indicating the option for scheduled delivery. When accessing the cart menu to complete the order, the customer will have the ability to schedule the delivery. Clicking on the icon will open a window for selecting a delivery schedule.
C.
Usability testing
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
I conducted usability tests on the following topics:
We found it convenient and effective, especially the Add Product menu and with filtering directly on the page. However, we considered moving the 'Tokenman' from the reports menu to the 'Add Product' menu because it makes more sense.
The agent was enthusiastic: "Oh, this is really necessary!"
The system administrator added: "I have been asking for a long time to improve efficiency and make my work easier, however, implementing this feature requires complex development."
Users appreciated the filter box, and also asked to add the chatbox option (to select a specific row in the scan) to the main page. The system administrator asked to give the chatbox a 'Change Status' option.
Menu
SIM portability
Orders
01
הוספת מכירות ומידע
Clicking opens a long product selection menu, but since this button triggers an action, it shouldn’t be placed in the menu.
Adding a product requires repeated logins,
The menu hides the desktop view,
No filtering option.
I appreciate the company for trusting me and giving me the opportunity to contribute to their system.
I would also like to thank the users for their kindness and cooperation, and the product manager for their close collaboration throughout the project.
Although I worked on a few small features within a large system, they required extensive research, troubleshooting, and implementation - teaching me a great deal. I faced challenges in designing for a system with diverse users, varying needs, and even different screen appearances depending on the user’s workflow.
Take aways
next project
Try it yourself
03
Checking SIM portability status in the system.
There is a situation where it is not clear whether the line has been ported or not, the agent wants to know whether the porting has taken place.
(because there is an exchange line for the customer in any case).
The system can check this, but it requires effort from the system administrator
Delays the agent in providing service and completing the line connection process