Problem:
The Product Manager in charge of the Auto Finance Sales Team met with me. He had an extensive morale problem, but he had no idea what the root cause was.
The Product Manager in charge of the Auto Finance Sales Team met with me. He had an extensive morale problem, but he had no idea what the root cause was.
Process:
I designed the research protocol. First, I reviewed the current sales force positioning and tools with a cross functional stakeholder group. Second, I conducted experience mapping with 20+ Sales Team participants to uncover the sources of demotivation. Third, I conducted contextual inquiry/ride along research with the Sales team once they had been using the new tool for a few months.
I designed the research protocol. First, I reviewed the current sales force positioning and tools with a cross functional stakeholder group. Second, I conducted experience mapping with 20+ Sales Team participants to uncover the sources of demotivation. Third, I conducted contextual inquiry/ride along research with the Sales team once they had been using the new tool for a few months.
Results:
Using the results of the journey maps I created from the mapping research, I was able to identify several areas of opportunity. Working with the cross functional team, these areas were prioritized and this resulted in a new sales force tool - Sales Navigator. All of the Sales Team were given iPads loaded with the new tool, which provided them a wholistic sets of data that facilitated easier and quicker decision making. Additional user research revealed further improvements to the tool.
Using the results of the journey maps I created from the mapping research, I was able to identify several areas of opportunity. Working with the cross functional team, these areas were prioritized and this resulted in a new sales force tool - Sales Navigator. All of the Sales Team were given iPads loaded with the new tool, which provided them a wholistic sets of data that facilitated easier and quicker decision making. Additional user research revealed further improvements to the tool.