Lead Management

At a glance

The problem

When a call ended before a customer signed up, the details of their offer could be lost, and a later agent might quote different terms.

Mike’s role

Mike worked as UX Product Lead, a descriptive role rather than an official title, alongside a design lead. The business and his Director originated the opportunity and secured buy-in, and the lead UX researcher led research and project strategy. Through the design sprint, Mike shaped the workflows, information architecture, user journeys, sales and ordering integration, and overall experience strategy.

The approach

A research-led, business-sponsored program studied inbound sales agents and consumers through observation, interviews and workshops, then tested and iterated high-fidelity prototypes. The team designed a quote and offer persistence solution so that a later agent could retrieve a held offer and continue the order.

The outcome

Only goals and projected outcomes are documented. The lead UX researcher describes the presentation as setting out projected outcomes and generating cross-functional interest. Whether the offer hold was built, piloted, released or adopted, and whether it affected sales, is not established.