Introductions
Ok to record session?
Interview is in two 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.
Initial questions
How do access or locate a case?
From the Dashboard - do you use Business Summary tab?
What works/what doesnt
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 minimum details do you require?
How could this process be improved?
Case Section
Could you describe to me your understanding of what ‘case’ means to you and your business?
What format do you use for labelling Case reference?
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.
Do you use Timeline and Quote(s) tabs?
How would you exploit left hand nav? e.g. tabs with products, bigger sections such as Documents
What are your key tasks and goals in Case view?
What actions do you perform the most often, and you would like to have quick access to them?
What are your biggest frustrations in Case view
Would “global” notes feature be useful for you?
Which view is more legible for you? Blocks (e.g. applicants) or table? (e.g. current product)
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?
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?
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?
In product view, what’s most important for you to see at the very top?
General questions
desktop vs mobile - for creating and managing cases?