03 / Web app + dashboard
The process of immersion in the client's material was important to understand in detail who the agents involved in the working relationships within the company are. Furthermore, it gave us an overview of the brokers' profiles. Based on this information, it was possible to build a framework to define: certainties, assumptions, and doubts.
In order to have more accuracy in decision making and to understand deeper the profile of these users, a quantitative survey was carried out. Our sample was high, with 354 answers in a universe of almost 500 brokers.
Willing to learn a little more about who the agents involved in this flow are, qualitative research was conducted with users. We have interviewed 11 people remotely, from internal employers and managers to brokers in charge of serving customers.
From the information brought up by conversations with users, we put together user journey maps to find opportunities and prioritize which paths were going to be taken.
We build a sitemap to overview features and catch some flow breaks. Besides presenting the flow of new brokers, our team brings to the stakeholders a vision of the future for the product, showing the evolution paths it can follow.
Prioritizing with the client what is paramount from a business, technological feasibility, and usability point of view, we define the product's MVP.
When brokers arrive at the sales floor, they have to register the location and time on the app. This feature will help the company manage and organize the number of brokers at the sales spot. The expectation is that customer service will be even better