CRM System





  • YEAR


"My business" is an internal product of the largest bank of Russia designed to organize interaction and service with corporate clients in the segment of large business. In the section "Technical expertise" all clients requests related to construction, reconstruction, repair, etc. are reviewed by the Engineering Expertise department. This is a mandatory process of evaluating the clients project and possible risks. Based on the results of the technical expertise, a decision is made to issue borrowed funds to the client.

User Interviews

First of all, with the user interviews, I decided to find out about our users. I have identified their main roles, which participate in the process of conducting technical expertise. I found out about the tasks, needs and pains of each user role.

As a result, I divided all user roles into 2 main groups: experts responsible for conducting engineering expertise and managers working directly with corporate clients.

At the stage, I came up a hypothesis that each of the user groups should have a different type of application for technical expertise..

Ethnographic User Research

To optimize the user work process I first needed to understand their current work process. To do this, I spent some time observing how they do tasks using current tools.

During the observation, I made notes in order to make user scenarios later. The most valuable artifact that later helped in the design of the interface turned out to be the status model. This is the path of the request for technical expertise, which he passes from beginning to end.


By this stage, I managed to get a strong trusting relationship with an active group of users. They gladly accepted the idea to make the first prototype based on the scenarios I had previously made, which could be tested.

At the same time, users from the same group had different ideas about how it should be right. Therefore, I acted as a judge and tried to take into account everyone's opinion.

Usability testing

After preparing a clickable prototype, I went to test it with a group of users who didn' t participate in co-prototyping. The task was quite familiar to them — to conduct a technical expertise on the example of one of the request using only the new interface.

Based on the results, I have recorded a lot of interesting things, but I will highlight 6 main points.
  • 1
    Working with documents
    We need automatic recognition and distribution of files because without this we will not avoid confusion with documents.
  • 2
    Tabular data
    It is necessary to reconsider the visualization of tabular data because not in all cases the tabular view is convenient for users.
  • 3
    Final conclusion
    In the interface of technical experts, make the final summary conclusion on a separate level from the request.
  • 4
    Separate interfaces
    Separate interfaces for 2 main user groups because they have different tasks and needs
  • 5
    Automatic information recognition
    It is necessary to implement automatic recognition of information in documents and add it to the summary conclusion without the participation of an expert
  • 6
    Сhecking the cost
    Implement a tool for comparing the declared cost of a project with the cost of similar projects

Design system

Since the "Technical Expertise" section is part of one CRM system, I used an existing design system, and this significantly saved our time.

I only participated in improving the design system when it was necessary. For example, I initiated adding a character counter to the input and textarea components. We have also modified the statuses that they comply the WCAG 2.0. Since one of the user groups is adults and some of them really have vision limitations.

Final design

The entire interface was designed literally a new separately for each of the 2 user groups, taking into account the tasks and needs. Most importantly, now working with the interface the user understands at what stage a request and what needs to be done to move to the next stage. The interface leads the user by the hand through the entire path of the request, prompting what needs to be done.


After all the planned functionality has implemented, we launched a survey of users in order to find out their satisfaction with the new tool. The result exceeded all my expectations and I received hundreds of enthusiastic feedback.
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