Customers Module
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.
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 receive a document encompassing the body of work this module became, please contact me directly.
Previewing the Module
The following screens are meant to be a glimpse into the module and does not represent it in its entirety.
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.
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.
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 to help. 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.
