Alinta Sales Tool
Project Brief
For Alinta and Partner Sales Agents, the Sales Tool provides a reliable, user-friendly method to complete a customer sale and manage sales commissions. Unlike Prospecting, it will be secure, efficient and accurate resulting in more clean validated sales and, enable greater and accurate customer data collection, reducing future billing issues and improving customer experience.
Key Stakeholders
SME Sales Manager, General Manager Sales and Marketing, Legals & Reg's, Digital Product Owner
Research & Process
Developing the Sales tool Personas; I conducted online surveys and one on one interviews with Sales Agent Admins, Sales Agents, Sales Operations inbound & outbound, Kiosk sales teams and third-party sales agents. My resulting Personas represent data & insights I collected from my research.
Personas
Personas are how product designers understand their target users and what they need and want to do with your product / tool / software. User personas help a product team find the answer to one of their most important questions, “Who are we designing for?” By understanding the expectations, concerns, and motivations of target users, it's possible to design a product that will satisfy users' needs and therefore be successful.
The 5 personas represent all the goals, needs and requirements of the following users: Alinta Employees; Sales Agent Admins, Sales Agents, Sales Operations, Product/Marketing (content management), 3rd Party Sales Channels; Sales Agent Admin, Sales Agents, off-shore & on-shore Sales Agents and Comparator providers.
Peggy Olson, Admin
Third party sales channel admin & Don's boss
Peggy's goal is to improve her teams performance
Peggy is the person who creates and manages user accounts and generates reports on behalf of her third party sales channel.
She is the main contact for technical support.
Don Draper, Sales Agent
Don's goal is to beat his sales targets
Don is the facilitator, he facilitates sales on behalf of a third party sales channel.
He is one of the many well performing agents supported by Peggy Olson.
As long as Don can close sales, how he does it is his own business.
Roger Sterling, Channel Admin
Alinta sales channel admin
Roger's goals are a smoother onboarding process. Roger is the senior resource of the new Alinta sales tool.
The channels he manages are unique and all have specific requirementsand structures: tele sales, door to door, lead generated, online sales.
Roger is the glue that keeps sales teams running.
Joan Holloway, Alinta Energy sales agent
Joan's idea of a great day at work is to meet her KPI's.
Joan is an onshore and an offshore sales agent.
Joan signs up new customers and add on sells to existing Alinta Energy customers.
She's getting her head around everything but doesn't deal directly with any Alinta sales team staff.
Bertram Cooper, Alinta Energy Sales Manager
Bertram is the main man for driving sales and doesn't deal with any of the technical details.
Bertram creates and builds the relationships with the third party channels and agents. He also manages & monitors the performance of sales partners.
His goals are to make more sales, less churn.
He just wants something that's easy.
User Flows
Low fidelity prototyping
I created 2 prototypes of the entire sales tool, experimenting with different layouts and sequences tasks required, for example, do Sales Agents want the ability to energise multiple properties via a quick add tab on their sales form sign up page, and have all the customers personal details retained from their initial sale, or would they prefer to connect another property for a customer from scratch? This balance between quick sales vs configurability was one of the many things tested in usability testing.
DLS Components
