ADP v2 - Chad Wetherbee Portfolio

ADP Sales Beacon – Sales Performance Management App

This project evolved ADP’s web-based Sales Performance Management platform into a native iOS app for iPad and iPhone, enabling sales teams to access critical data on the go, make informed decisions, and foster stronger client relationships.

Client: ADP
Platforms: iOS Native App – iPad & iPhone
Role: Lead Product Designer & Manager
Design Team: Myself, UX Designer, UX Researcher
Client Team: Stakeholder, SME, Engineering Lead & Engineering Team
Time Frame: 4 Months

**View the final designs and project outcomes by scrolling to the bottom of the screen.

Context

ADP’s sales team, consisting of representatives and managers, operates in competitive environments selling HR and payroll software solutions.
Collaboration between team members is essential for achieving sales goals and delivering strong customer outcomes.
Timely access to accurate sales data is crucial for tracking performance, meeting targets, and responding to market demands.
High stakes and competitive pressures in the HR and payroll software market demand efficient workflows and agile decision-making.
Technology plays a key role in streamlining operations, tracking KPIs, and supporting real-time client interactions.

Problem

Sales Team Impact:

Frustration with Outdated Tools: Legacy systems slowed workflows, reduced team morale, and made it difficult for sales representatives to meet their targets in competitive environments.
Restricted Access to Critical Data: Sales teams were limited by web-based tools tied to laptops and secure VPNs, preventing real-time, mobile access to essential information needed for on-the-go decision-making.

Business Impact:

Fragmented Systems: Switching between multiple disconnected tools and systems led to inefficiencies, increased errors, and poor support for multitasking, ultimately hindering productivity.
Managerial Oversight Challenges: Managers lacked access to aggregated, actionable insights, making it harder to oversee team performance, identify trends, and drive strategic decisions effectively.

ADP’s current desktop web-based Sales Performance Management platform.

Objective

Enable Real-Time Access: Develop a mobile-native solution that allows sales teams and managers to access critical sales data anytime, anywhere, without dependency on laptops or VPNs.
Streamline Workflows: Create an integrated platform that supports multitasking and minimizes inefficiencies, enabling teams to manage sales activities seamlessly.
Enhance Data Insights: Provide simplified, intuitive dashboards that present actionable insights to empower decision-making for both sales representatives and managers.
Support Managerial Oversight: Equip managers with tools to effectively track team performance and align strategies with organizational goals.
Boost User Experience: Design a user-friendly app that enhances productivity, reduces frustration, and improves satisfaction among sales teams.

1. EMPATHIZE

Tasks:

Conducted a Discovery Workshop
Reviewed stakeholder requirements
Educated on sales industry dynamics
Conducted interviews with stakeholders and sales team
Performed a product evaluation of the current software
Shadowed Sales Reps

Conducted a Discovery Workshop

We collaborated with stakeholders to create a vision that unites business objectives and user needs:

Personal: A human-centric approach that ensures the app is intuitive, engaging, and responsive.
Flexible: Adapts to global standards and user needs with dynamic customization.
Fresh: Provides an enjoyable, visually appealing experience that reflects the ADP brand.

Reviewed Stakeholder Requirements

Key Findings:

Real-Time Data and Notifications: Enable immediate access to sales data and real-time alerts for critical updates to support timely decision-making.
Customizable Dashboards with Advanced Reporting: Provide tailored dashboards and robust reporting tools for in-depth analytics and actionable insights.
Secure and Scalable Integration: Ensure the platform adheres to strict security standards, integrates seamlessly with existing systems, and scales to meet future business needs.
User-Friendly Interface: Design an intuitive interface for users of varying technical expertise.

Conducted Interviews

Sales Representatives

Mobile Accessibility: Sales reps stressed the need for a mobile-first design that allows seamless data access while in the field.
Ease of Use: A simple and intuitive interface was requested to reduce learning curves and improve day-to-day efficiency.
Real-Time Updates: Expressed the need for timely data updates to stay informed about their progress and adjust strategies as needed.
Integration with Tools: Sales reps sought integration with calendars and email platforms to streamline their workflows.

Stakeholders

Need for Real-Time Insights: Stakeholders emphasized the importance of immediate access to sales data to make quick strategic decisions.
Focus on Security: Ensuring strict data protection standards was a critical priority to safeguard sensitive client and sales information.
Customizable Reporting: Stakeholders required detailed and customizable reports to monitor performance metrics across teams effectively.
Scalability Concerns: Highlighted the need for a platform that could grow with the organization while maintaining high performance.

“It would be great for me to easily track my sales performance and see how I’m doing compared to my goals. Having this data on hand would motivate me to stay on top of my target goals for the month.”

Phillip Argo

Senior Sales Rep

Performed a Product Evaluation of the Current Software

Shadowed Sales Representatives

linkedin-sales-solutions-7wyEG321GS0-unsplash

Key Findings:

Real-Time Data Access: Sales reps needed instant access to customer and sales data to respond swiftly to client inquiries and make informed decisions in the field.
Seamless Multitasking: Efficient multitasking required tools with intuitive navigation and quick access to frequently used features.
Workflow Integration: The app needed to integrate with tools like email and calendars while offering customization options to align with individual workflows and strategies.
Offline Capabilities: Offline functionality was critical for maintaining productivity in areas with limited connectivity.

2. CONCEPTUALIZE

Tasks:

Developed User Personas
Conducted Foundational & Exploratory Research
Developed Sketches
Created User Journey
Produced Wireframes

Developed User Personas

Conducted Foundational & Exploratory Research

Developed Sketches

Created User Journey

Produced Wireframes

3. DESIGN

Tasks:

Developed Prototype
Conducted User Testing
Build High-Fidelity Designs
Created Design System

Developed Prototype & Conducted User Testing

These were new and updated features introduced into the prototype and tested with the Sales team and managers during user testing to evaluate the usability and effectiveness of the prototype.

Mobile Accessibility: Enabled secure, real-time access to sales data on iPad and iPhone, eliminating the dependency on laptops and VPNs.
Customizable Dashboards: Provided flexible dashboards tailored to individual user needs, allowing quick access to priority metrics.
Real-Time Sales Analytics: Delivered up-to-the-minute performance metrics to support informed decision-making in dynamic environments.

Streamlined Goal Tracking: Introduced tools for setting, updating, and monitoring personal and team sales targets on the go.
Integration with Existing Tools: Seamlessly integrated with email and calendar platforms to support holistic workflow management.
Improved Multitasking Support: Designed an intuitive interface to manage multiple sales activities simultaneously without disruption.

PROJECT OUTCOMES

Key performance indicators (KPIs) are based on 6 months of user data collected from company analytics.

Sales Team Impact:

35% Improved Efficiency and Decision-Making: Real-time data and streamlined workflows enabled sales reps to make quicker, more informed decisions while minimizing delays in accessing critical information.
31% Boost in Productivity: Enhanced multitasking capabilities and integration with daily tools allowed reps to focus on client interactions and sales goals effectively.
40% Higher Job Satisfaction: User-friendly features reduced frustration with outdated systems, leading to improved morale and motivation among the sales team.

Business Impact:

37% Increased Revenue Opportunities: Enhanced team performance and faster decision-making empowered reps to close deals more efficiently, driving higher sales.
25% Cost Savings from Improved Efficiency: Reduced time spent on accessing and managing data translated into operational cost savings for the organization.
43% Increase in User Satisfaction: Positive feedback and higher adoption rates validated the app’s design and functionality.
Scalable and Future-Ready Platform: The app’s adaptable design ensures support for future growth, technological advancements, and evolving business needs.

KNOWLEDGE GAINED

Sales Operations Expertise: Deepened understanding of sales workflows, including performance tracking, goal management, and customer engagement, to inform future sales-focused tools.
Mobile UX Design: Refined skills in designing intuitive, responsive mobile applications that enhance usability and efficiency for dynamic, on-the-go environments.
Real-Time Data Integration: Enhanced expertise in implementing real-time data systems, ensuring accuracy and speed for critical decision-making across various platforms.
Customization Techniques: Advanced the ability to create flexible, user-centered frameworks that cater to unique organizational needs and improve adoption rates.
Iterative Design and Testing: Reinforced the value of iterative design processes and continuous user feedback, enabling the delivery of solutions that align with both user and business goals.