Accelera is a tool that comes to bring speed, mobility and access to real-time opportunities for Rede consultants.
Acelera facilitates the consultants' day by day in targeted prospecting with online registration, daily route planning and point-of-sale status monitoring.
Context
Many Redecard consultants, when they are making visits, identify clients to prospect. Before, they had to make contact with the Network's central and make a customer referral, so that the commercial representative in the region could be notified. What usually happened was the loss of the prospect due to failures in the process, in communication and in the availability of commercial representatives for service.
Solution
The solution was to create an app that any company consultant could install on their smartphone to perform the first service, register and request a POS terminal for the prospected customer.
Project's goal
– Targeted prospecting with online registration;
– Planned route of the day;
– Monitoring the status of the point of sale.
My role
Product Design
The Detailed Process
Inception
We brought together the main stakeholders to carry out dynamics and prepare the project board. In this process, we discovered that the project would become a broad and long-term product.
Discovery, Brainstormings and Collaborative Blueprints
We called in person some consultants and commercial representatives to participate in workshops with collaborative brainstorming and blueprints. The objective was to map out what would be the ideal workflow and begin to sketch together with them a solution that could be used by both in a fluid way.
Design of Experience and Design
With the material generated in the dynamics in hand, it was time to put everything together and start designing the final app experience and design. We unite all the stages of the process in a single flow, with all the necessary information being registered by the consultants, the visit being scheduled and the visit being made available in the itinerary for the commercial representatives in an automated way.
Usability Tests and Lessons learned
We developed navigable prototypes in marvel and brought together consultants and sales representatives again to apply usability tests and collect feedback.
Context
In a first round of testing, we put consultants and sales representatives in a single room to run a dynamic and carry out the process together. It worked well, but we identified a difficulty among professionals. Consultants were afraid to speak their opinions and problems. This messed up the process and we weren't able to collect true feedback from them.
Discovery
Discovery is a multifaceted discipline and now we needed to use the technique to find out why the behavior in the test dynamics was not as collaborative as it was the first time during brainstorms.
We investigated and found that the consultants were afraid of being exposed later, in their day-to-day work. Because after the first dynamic, there were conflicts between the areas, caused precisely by the problems that motivated the creation of the solution. Problem in the flow of information and non-fluid communication between them.
Solution
We did two more rounds of dynamics on different days with workshops to show how the dynamics were carried out and why, to get engagement and make professionals more comfortable, safe and relaxed.
In the second round, in the morning, we separated two groups into different rooms and floors. In one only the consultants and in the other only the commercial representatives. In the first two hours we did the workshops.
In the rest of the morning, we ran tests with the prototypes and collected feedback for improvements in the whole process with both groups, drawing sketches of what they identified as improvements in screens and functionality.
In the afternoon we brought the two groups together to make a convergence between the solutions that they separately outlined with us.
It was a success, and we ended up discovering that the solution should have one more step in the consultants' hands. Where they could, in addition to pre-registering the establishment, already place the order for the product, choosing through a table which is the best product to hook the customer up to a deeper evaluation of the commercial representative.
In the third round, we gathered the professionals on another day, again in a single room and reapplied the test with the collected improvements of what had been designed for the first test, now adding the tests of the sketched features in the second round.
Launch
At the end of this process, we developed and launched the app. Adherence was 100% of the consultants. They now had a tool in their hands that also routed their visits automatically and was also a place for easy consultation of establishments for opening and enabling new accounts for the company, without having to go through the call center.
In the future, we would design another solution for commercial representatives where we would take advantage of all this information to compose portfolios and visit routes to offer new products to clients activated by the consultants.
Cycles of Development and Continuous Improvement
After the first delivery and availability of the app for use in the company, we continue to monitor usage and collect feedback via the suggestion channel in the app, interviews with some consultants and commercial representatives, in addition to collecting data and metrics through the app itself. This gathered information provided us with insights and feedback to improve the features and flows already developed, to evolve the app with new features.
