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Improving Navigation of a Sales Acceleration platform

Methods

Heatmaps, Surveys, Remote Card Sorting, Remote First Click Testing, A/B Testing

Tools

Miro, Churnzero,

Mixpanel, Fullstory,

Dovetail

Timeline

 

5 weeks

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Identify
Propose
Conduct
Analyze
Report
Track

Background

Auctm's B2B offering provides a dashboard to manage and monitor the Sales performance of the real estate agents in a team.

Heatmap Analysis & Statistics

As a result of the quarterly heatmap analysis I did for the Auctm web-app, I discovered that 70% of users do not scroll below the fold to the essential areas of the webapp.

 

​81% users only visited the first page​<20% engagement rate on key features

Survey

Key Findings

I sent out a survey targeted to all users through Churnzero as a popup for users visiting the web application, focusing on:

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What did they come to find on the website?

If users are able to find what they came for?​

Did they know they could do x task through Auctm?

35% users could not find what they were looking for

 

Apart from two tasks, rest of the features were discovered by <25% users

Problem Statement

How might we improve the navigation of the Auctm Web-app so that users don't miss out on important features?

Card Sorting

I did a card sorting exercise with 26 users.
Recruitment criteria:

  • 10 power users

  • 16 new users(onboarded but not frequently using the product)

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To understand where the users would expect to find certain information on the product, I did a card sorting exercise.

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With each card that the user sorted, I asked why they chose to associate the data point with the term. This gave us a fair idea of how users cluster information.

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Based on the card sorting exercise, we made a first prototype of the navigation menu, on which we did a first click testing to test what paths would user take in different scenarios

First Click Usability Test / AB Testing

Results from Card sorting exercise gave me insight into user's point of view without reference to the product or a scenario, hence I conducted a scenario-based first click testing exercise on two prototypes to understand how users will perceive information if they were to perform a task and the product was to be used in that scenario.

Data Analysis

Methods used to analyze the data gathered from the user sessions:

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  • Using Spreadsheets - mapping frequency and percentages

  • Collaborated with Product Managers and Designers to map the tasks to the menu information

 

Research Insights & Final Prototype

The analysis showed how the information users segregated was separated by different facets of the industry and then how they would analyse to improve or monitor that facet.

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The study indicated that users needed words in the menu that spoke to them of what they would be able to do from the particular page.

New Navigation

Outcome/Impact

93%

Increased engagement on the individual modules of the web app in the following quarter.

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