SessionM integrates marketing automation and data management capabilities with loyalty marketing to drive personalized consumer relationships through the mobile device and across channels.
The Challenge
The Customers Module
Within SessionM's proprietary content management system, I was tasked with building their Customers Module, a module that would allow their clients to manage their customers information for internal use as well as customer service, including demographics, targeting, reporting, activity, and more on a global scale.
Customers Module
The Final Version
After building personas and user stories, researching with customers and our own internal teams who would use the module, building out flows and dozens of iterations, I produced V1 of the Customers Module. If you'd like to skip any further explanation and go straight to an Invision prototype of that, follow this link. Feel free to keep reading for more in-depth explanations on some of the Customer Module's key functions.
Exploring the Build
If you followed the Invision link to the prototype, the following screens will look familiar and I'll be able to provide an in-depth explanation on what you were looking at. If not, follow along on this static adventure and by all means experience it in Invision after, however, this page is meant to be an informational companion to the prototype.
Upon selecting "Customers Module" from the CMS's main nav screen, the user is brought to a search page where they can find a customer by entering the customer's telephone number, loyalty number, email, or external ID. After inputting any one of those options, a successful match will take the user to their client's personal overview, starting with an activity log.
Activity
The activity log displays a customer's activity in chronological order, starting with their most recent. Everything they've done when interacting with a client is logged, including transactions, checkins, communications, achievements, etc. If the entire log is too much to look through, filter options are available to narrow down what types of interactions you would want to see.
In this example, the user is looking into their client's purchase transaction, which displays a breakdown of the transaction in economy, location, date/time, and reward program tier.
On the right, we incorporated performance metrics, a visualization of this specific user's performance quantifying how frequently they interact with your application, how recently they have interacted, how likely they are to spend based on habits, and their propensity to churn. There would also be room to input 3rd party APIs for other statistics, such as the "Social Listening" example.
Below here is a section where the user can input a quick note about how they're helping/servicing the client, which will be added to the notes section of the module.
The Campaigns section of Activity focuses on the customer's associated campaigns. Campaigns has its own module within the CMS with greater detail, but rather than exiting Customers to find information elsewhere in the middle of customer service, I designed a page that would show a solid list view of the essential campaign info. If more depth would be necessary, then clicking on the individual campaign name would link the user to the specific campaign page within the Campaigns module.
The following pages, Incentives and Rewards, are similar list views with similar purposes within this module.
Promotion Codes is a section where the user can examine their clients's interaction history with codes in greater detail. The initial section is a list view of claimed promo codes. The second section, Claim Errors, displays every failed attempt at a code input. Claim Limiters displays codes that have specific use limitations and how the client has triggered the limitations, such as a one time use code, or a code that can only be used on a certain day/time.
To the right of the page is an area for lockout information, where a customer who has violated the client's existing code entry policy may be locked out of entering more codes. This section allows a customer service rep to manually reset the client's account and allow them to use promo codes again.
Tiers refers to the tier a customer might be in if a client has a tier system in place through something like a rewards program, i.e. platinum, gold, or silver levels for a certain amount of purchases or points. Certainly not a bronze level, though; no one wants to be in bronze.
This list view provides additional details of the user's tier, if applicable. The summary info on the right provides the client a snapshot of the customer's current tier info, including tier name, tier system, which will display if the client is using their own prorietary system of someone else, the benefit the tier bestows, the date they entereed the tier, the expiration of being in that tier, and the number of points (or whatever currency the system is in) needed to enter the tier, the number the next tier begins, and how many specific points the customer needs to enter the next tier.
The following page, Tags, is a place where the client can view the tags associated with a client's accounts, which are normally automatically generated through the customer's use of the system. It's another list view of helpful information a client may need when managing their customers and can be viewed in the Invision prototype.
Profile
The customer profile page displays three sections: basic info, user profile attributes, and communication preferences. Each section is a condensed version of their respective total information groups. Clicking the "edit" button in the top right expands those values into inline editable fields. Upon filling in a value for a previously blank field and clicking "save," the field would then populate back into its respective section to be seen at all times. This keeps all the fields without values hidden, thus not cluttering the page and making it easier for a customer service representative to see the values that matter.
Digital Properties
The Digital Properties page allows a client to view how the customer is interacting with their product or platform. The list view on this page displays the devices the customer used to access the product, the device's software version, resolution, and whether they were receiving notifications outside of the product. This allows customer services to know whether any issues may have been attributed to certain details such as unsupported devices, operating systems, or resolutions.
Locations
The Locations page displays the physical locations of a client's stores or geo fences, if either are applicable, so a customer service representative can better help one of their customers if they are dealing with an issue in real time and need to have an idea of where a customer is with the issue they are having. The information displayed has basic things like the address, store ID, hours of operation, and phone number. It also displays notes about the stores operation, such as if they're franchised, open 24 hours, or most importantly among other things, if they're a participant in a program or promotion.
Below the details, a representative can also see nearby locations by proximity tin case they need to recommend a different option.
Notes
The notes page is a place where the client can leave notes about the actions they've taken in the client's account, a conversation they've had with the client, an issue they encountered, or just about anything else they deem necessary for posterity and order. It's a simple posting system where, once "Add Entry" is clicked, the entry appears below in chronological order, starting with the most recent, which can later be edited or deleted.
