Project Background
Nedbank has set out on a journey to upgrade the current version of CRM 2011 to D365. In an effort to modernise and improve the user experience for campaign managers.
The expected business outcomes include:
- improved efficiency and productivity,
- enhanced lead optimisation, and
- improved collaboration between campaign managers and wider business.
We identified a shortfall for the Campaign Managers within the business area. The campaign managers seemed uncertain of the role that they need to fulfil.
Mission
Design a quick reference guide that empowers the Campaign Managers with the new tool.
Research Goals
- What are a Campaign Managers responsibilities?
- What are the Campaign Manager’s pain points on CRM 2011?
- What are the stakeholder’s expected outcomes?
Interviews
Participants
Gender – 2 females’
Employment
– All full-time employed
– Skilled Role
Summary
Interviewees liked the D365 and automatically linking agents or teams to a campaign.
Persona
We consulted our notes from the interviews and we able to develop a persona
Based on our research and interviews it was clear that this group, the Campaign Managers, needed a quick guide to serve as a reminder.
Flow
We built a workflow for the Campaign Manager Tasks.
The Cue Card
We created a cue card to ensure that the new tool is embedded well and smoothly rolls out with the rest of the implementation.
The above cue card has been well received and will be implemented as the project progress.
