Brand: Thread (NDA Safe)
An all-in-one assistant for everyday CRM. Minimal searching. Simple, like it should be.
An all-in-one assistant for everyday CRM. Minimal searching. Simple, like it should be.
An all-in-one assistant for everyday CRM. Minimal searching. Simple, like it should be.
Generative AI
LLM Implementation
UX Research & Ideation
User Interface Design
Project Summary
Thread's internal CRM is incredibly complex and hard to navigate without years of training. We need a tool that allows specialists to quickly find information of a client or system.
Team
Kale Atterberry (Lead Design)
Logan Blackburn (Lead PM)
Karthik Abominu (Lead Dev)
Kale Atterberry
Logan Blackburn
Karthik Abominu
Personal Contribution
User Research
Concept Development
Product Growth Strategy
Prototyping
Solution Delivery
Problem Statement
Create a robust CRM Assistant, capable of pulling information or how-to articles with minimal navigation.
Our CRM is incredibly complex with many branching pages and sub-experiences. Users need a way to answer questions, internal Specialist onboarding, and on-the-fly client information no matter what page they are on.
Problem Statement
Create a robust CRM Assistant, capable of pulling information or how-to articles with minimal navigation.
Our CRM is incredibly complex with many branching pages and sub-experiences. Users need a way to answer questions, internal Specialist onboarding, and on-the-fly client information no matter what page they are on.
Research
We started by testing 100 users to find where the pain points really were.
We started by testing 100 users to find where the pain points really were.
This led to hard data showing how much time was being spent navigating within CRM or page surfing to find the right data, instead of completing tasks. 9/10 found it hard to navigate, 7/10 found it hard to find what they were looking for, Roughly $128,000 in wasted product surfing a week, and ~17 minutes per client call were wasted on waiting to find or answer a question in system.
Executive Decisions led to a rushed timeline where features had to be streamlined to what was achievable for initial launch.
We mapped out focus points for initial project launch and what was achievable from dev in this timeline. The rest of the features would be rolled out after initial build was live and tested.
Research
We started by testing 100 users to find where the pain points really were.
This led to hard data showing how much time was being spent navigating within CRM or page surfing to find the right data, instead of completing tasks. 9/10 found it hard to navigate, 7/10 found it hard to find what they were looking for, Roughly $128,000 in wasted product surfing a week, and ~17 minutes per client call were wasted on waiting to find or answer a question in system.
Executive Decisions led to a rushed timeline where features had to be streamlined to what was achievable for initial launch.
We mapped out focus points for initial project launch and what was achievable from dev in this timeline. The rest of the features would be rolled out after initial build was live and tested.
Design Build
Once we decided on feasability, we iterated until we were satisfied for initial launch.
Once we decided on feasability, we iterated until we were satisfied for initial launch.
Slide Right to Reveal Dream State User Flow
Version 4.2 Visual Build
Version 4.2 Visual Build
Initial Launch Designs (Version 6.4)
Initial Launch Designs (Version 6.4)
Latest Build State
Accessibility should always be a focus.
Accessibility should always be a focus.
Not only does the chatbot have enhanced functionality, but our spaces for Help Center, Tasks at a glance, and Company News are combined into a single assistant interface.
Audio functionality, smarter prompt suggestions, and media attachment takes what was a simple LLM chatbot to a daily tool capable of completing tasks and eliminating many instances of needing expert assistance to utilize CRM.
Not only does the chatbot have enhanced functionality, but our spaces for Help Center, Tasks at a glance, and Company News are combined into a single assistant interface.
Audio functionality, smarter prompt suggestions, and media attachment takes what was a simple LLM chatbot to a daily tool capable of completing tasks and eliminating many instances of needing expert assistance to utilize CRM.
Not only does the chatbot have enhanced functionality, but our spaces for Help Center, Tasks at a glance, and Company News are combined into a single assistant interface.
Audio functionality, smarter prompt suggestions, and media attachment takes what was a simple LLM chatbot to a daily tool capable of completing tasks and eliminating many instances of needing expert assistance to utilize CRM.
