The SAVES staff had a large volume of customers to contact daily and also worked in a commission based environment. This meant that we needed to create a solution that would streamline the application for the staff and managers, removing as much friction as possible so that the staff could focus on retaining as many customers as possible, as quickly as possible.
We started by interviewing staff from across all sections of the business to quickly gather insights into the current state of the application and the specific needs of each user. We interviewed multiple sales staff, managers, department heads and edge case users to gather a holistic view of the applications ecosystem and how it needed to cater to specific users needs.
We used these findings to create a product roadmap, prioritising them from critical business functions down to the quality of life improvements.