Introductions
Ok to record session?
Interview is in three parts.
First we would like to understand how you use the ‘Case’ section on the CRM, what your pain points are and what ideas you have
Second part - we have put together some initial concept ideas for restructuring the Case UI. They are lo-fidelity, which means they are basic in design. We would love your thoughts and ideas on what we have proposed.
Third part - provide a preview of the new Fact Find UI. We would love your thoughts and ideas on what we have proposed.
Initial questions
background
Product/services you provide? Area you specialise in?
AR/DR - which network?
Size of firm/licences?
Onboarding
Relatively new to Broker CRM? How long have you been using it?
Why did you choose the finova Broker CRM?
What are your immediate thoughts?
Whats been the biggest challenge?
How do access or locate a case?
From the Dashboard - do you use Business Summary tab?
What works/what doesnt/What data is missing?
Would having a designated ‘Cases’ section on the top nav help?
What would you expect to see in that section?
Creating a Case
How do you create a new case? What steps do you follow?
What minimum details do you require? What typical data do you capture on initial engagement?
How could this process be improved?
Case UI
Could you describe to me your understanding of what ‘case’ means to you and your business?
How does your business use ‘cases’? eg is it a case per application? or case per applicants and you store historical products ?
What format do you use for labelling the Case reference? Is the default numbering useful?
Thoughts on presentation of applicant info? Adding an applicant? Typical number of applicants?
Is it clear how applicants and products are added, assigned and managed?
What are your key tasks and goals in Case view?
What are your biggest frustrations in Case view
What actions do you perform the most often (top 3?), and you would like to have quick access to them?
Case Summary
Do you use Case Summary view (why, why not), or you go straight into products?
What informations would you like to see in Case Summary view? For instance, date the case was created, last update etc.
Bottom nav bar
Are the nav options clear/obvious
Anything missing? Not required?
Case Timeline
Do you use Timeline tabs? if so, what for?
Quotes
Do you use Quote(s) tabs?
Products
How would you exploit left hand nav? e.g. tabs with products, bigger sections such as Documents
In product view, what’s most important for you to see at the very top?
What actions do you perform the most often, and you would like to have quick access to them?
Do you think applicants panels should be always visible? For example when you are in a product view, do you still want to see big applicants panels? How often?
In terms of products view - what's more important to identify the product? Product type or product reference (e.g. street name, ref numbers currently)
Do you associate stages with icons? Does it work? Would you prefer text over an icon?
does all the data presented in Application Details and Product Details makes sense for him? It seems that some of the data should be somewhere else
General questions
What would be the best solution for a situation when you create a case and you don't know what product to assign? Is adding a "New Enquiry" a good solution? Do you use it?
Would “global” notes feature be useful for you?
desktop vs mobile - for creating and managing cases?
Prototype questions
Which view is more legible for you? Blocks (e.g. applicants) or table? (e.g. current product)
What do you think about separating and grouping some panels instead of showing them all at one page? Or you prefer to have everything on one page, and have links that will scroll to the relevant panel (show 2 screens).
Would you like to be able to define your own groups with panels?
Ask about the idea of UI changing based on the current stage and showing relevant data