Task Management
Overview
A task management tool within the IngageApp CRM suite that helps 3,000+ sales organizations improve accountability by allowing sales teams to assign, track, and update tasks.
My Role & Impact
IC UX/UI Designer
Shipped feature in 1.5 weeks in collaboration with a PM, front-end, and QA engineer. Responsibilities included user flow, research, prototyping, and documentation.
The Problem
Unanticipated task completion rate
Data showed that the task feature received a high bounce rate when users created a new task. The current solution was to fulfill the need to accomplish a task by its due date. However, the unexpected engagement rate indicated that we should turn it back to the customers and their task delegation and allocation needs.
Customers' Needs
Sales managers and sales employees
Sales managers and employees are the two typical types of users. I worked with the PM to digest the research report and analyze the feedback.
After taking a deep dive, I found that before accomplishing the task, sales managers and employees seek to prioritize work and know their responsibilities for each collaborative job. Therefore, my design goal was to improve the workflow by tailoring managers' needs and aligning the updates to employees' experiences.
"Delegate collaborative tasks for different teams to allow them to know their responsibilities." - Manager.
"What you own to who and when? I enjoy tracking each status, so to set prioritizations" - Employee.
Iterations and Outcomes
1. Task start & overdue notification
Individuals identify their work as urgent vs. essential. Notifications keep individuals updated if they miss any task events—users who assign the task set the notification time.
By then, the design team had just started building the design system. One of my side works was to collect design patterns from different modules in the workplace tool. Like the task management tool, I also checked meeting and calendar tools. The reason was to find similar and reusable components so users could adapt to the look and feel.
I came up with three options. The first option is the final one because it simply lays out all functions that are the top needs of the sales managers: task time frame and notifications. At the same time, we give options for setting up notification alerts, as it provides users more control.
2. Delegation for teams & team leads
It's adequate to assign the task and delegate who is in charge of it. Doing this makes it clear to everyone that reports to and allows the team lead to follow up on the progress.
Solution 2 allowed users to see each team by each line, add more groups by clicking the blue "+Add another participants group," and delete the line by clicking the grey "x" button.
Data shows that each line covers 3-5 name tags, whether in Latin or Chinese characters. Therefore, when users input more than 3-5 name tags, the system should automatically enlarge the space vertically.
3. Task progress indication
Individuals check the task details to indicate how much work they have completed and what to do next. PM agreed with me to use colored progress indicators.
Result
Achieved 11%+ completion rate and 95.8% satisfaction rate
One week after the official launch, it indicated an 11% increase in the task completion rate among 3000+ enterprise organizations. Sales managers and employees used the task segment to create a collaborative task and didn't drop from the experience.
