Rollio

An AI chatbot that updates SalesForce so you don't have to.

Client: Rollio

Teammates: Dana Mahoney, Gayatri Mullapudi, & Eric Osborn

My role: UX Researcher, UI, IxD, Prototyper

Timeline: 3 weeks

The Challenge

Design a more intuitive and attractive interface for the existing mobile app.

Design a weekly report that displays sales rep’s status

What is Rollio?

Rollio is a chatbot that uses Artificial Intelligence and Natural Language Processing. Acting as every sales reps assistant, Rollio updates info in SalesForce.

Baseline Usability Testing

Rollio has been utilizing a large amount of resources training their users. We wanted to test the current app on SalesForce users who have not been trained for Rollio to see if they could figure it out on their own.

“How was I supposed to know I had to type “new opportunity” or “new account"?!”

0%

Were able to complete the task of creating a new account

100%

Wanted more guidance on the responses Rollio understands

Market Researh

Opportunity

Provide preset responses to guide new users.

Make it feel more conversational.

User Research

We interviewed 10 Salesforce users, 6 female and 4 male, ranging from ages 23-63 from New York, Illinois, and North Carolina. We recruited them through our personal networks since Rollio could not provide us with users for confidentiality reasons. Our goal was to collect insights that would be helpful in understanding the way sales professionals operate and how Rollio can best serve their needs.

“Salesforce is overly complicated. There is a long learning curve and it is difficult to customize the software to your business.”

100%

I don't have a set schedule; every day is different

100%

I hate the administrative part of my job

80%

I'm motivated by competition

We also learned that companies use different objects and fields within SalesForce and as a result, may use different metrics to measure their sales teams' success.

The Problem

Salesforce users need a quick, easy, and customized way to input data because the administrative aspect of their job is a necessity, but not their priority.

Personas

The Solution

Determine multiple formats for displaying different sets of information that can be customized for each company

Develop a brand personality and brand style guide

Guide new users while giving more advanced users freedom

Sketches

Sketches allowed us to iterate different ways of displaying the information in a way that guides the user.

Prototyping and Testing

I built prototypes using Invisiona and Flinto, which allowed us to test our designs on 8 users. We used their feedback to iterate improvements.

Chat Response Buttons: Before and After

75%

Preferred seeing the response buttons at the bottom

Onboarding: Before

88%

Felt the descriptions were vague and wanted to learn how to interact with Rollio instead

Onboarding: After

The redesign displays the actual interface with microcopy, showing the user the different actions they can take

Design: Before and After

Our original design maximized space for displaying data. However, our client wasn't comfortable breaking conventions so we pivoted towards an option that resembled the chat format they were used to seeing.

Features

Chat

Buttons with preset options guide the user

Rollio catches if you forget info that is needed to complete any mandatory fields

Rollio confirms changes before updating an entry

Report

Four distinct ways to display metrics allows companies the flexibility to implement the design that works best for their data.

Results

The client was very pleased with both the quantity and quality of the work provided in the limited amount of time. He immediately had the developers begin to implement our suggestions, starting with the placement of the response buttons, and received positive feedback from his users.