Mohit's Portfolio

Report to Make the SaaS
Contract Renewals Fast

Speeding Contract

Renewals for SaaS

Customers spent 5+ days on reports to track savings from FourKites, a very time consuming task for contract renewals.

Problem

Replaced the 8-page manual report with a 2-page A.I. powered automated email.

Solution

Reduced contract renewal time from 6 days to 2 days.

Impacts

2 weeks (Final release in Feb - 2024)

Duration

Rohit Menon (Sr. UXD) Nalina S (UXD) Me (UXD)

My Team

Product research / Visual and UI design / UX writer.

My Roles

Customers spent 5+ days on reports to track savings from FourKites, a very time consuming task for contract renewals.

Problem

Replaced the 8-page manual report with a 2-page A.I. powered automated email.

Solution

Reduced contract renewal time from 6 days to 2 days.

Impacts

2 weeks (Final release in Feb - 2024)

Duration

Rohit Menon (Sr. UXD) Nalina S (UXD) Me (UXD)

My Team

Product research / Visual and UI design / UX writer.

My Roles

Customers spent 5+ days on just few reports to assess savings from FourKites , a very time consuming task for contract renewals.

Problem

Replaced the 8-page manual report with a 2-page automated email, reducing the overall contract renewal time from 6 days to 2.

Solution and Impacts

2 weeks (Final release in Feb - 2024)

Duration

Research / Visual and UI design / UX writer.

My Roles

Problems experienced, but not noticed

Problem statement

Customers of FourKites spent over 3+ days each quarter collecting data from various sources to create reports. The insights screen, which gave 80% of the crucial data, helps users gather over 200 data points for this reports. This immense time-taking process and the manual efforts delayed the renewal decisions.

Problem statement

Customers of FourKites spent over 3+ days each quarter collecting data from various sources to create reports. The insights screen, which gave 80% of the crucial data, helps users gather over 200 data points for this reports. This immense time-taking process and the manual efforts delayed the renewal decisions.

Problem statement

FourKites's customers spent over 3+ days per quarter collecting data for reports. The major insights screen, providing 80% of the crucial data, streamlined 200+ data points together but delayed renewal decisions.

Switch to PC/Tab to know the design process

Expectations and aim of the project

Aim for the design

We aimed to accelerate the contract renewals and reduce manual effort through an optimized Insights dashboard, enabling faster, data-driven decisions.

Aim for the design

We aimed to accelerate the contract renewals and reduce manual effort through an optimized Insights dashboard, enabling faster, data-driven decisions.

Aim for the design

We aimed to accelerate the contract renewal and reduce manual effort through optimized dashboard, enabling faster decisions.

We set up a 3 day renewal target to ensure renewal.

This number was set as our customer calls typically started in 3 to 4 days post expiry.

We set up a 3 day renewal target to ensure renewal.

This number was set as our customer calls typically started in 3 to 4 days post expiry.

We set up a 3 day renewal target.

This number was set as our general customer calls started in 3 to 4 days post expiry.

Identified issues in current process

Process to create the report

I noted down the report creation flow by interviewing 4 users and PM to understand the customer’s process, steps, and post-report actions.

Process to create the report

I noted down the report creation flow by interviewing 4 users and PM to understand the customer’s process, steps, and post-report actions.

Process to create the report

I noted down the report creation flow by interviewing 4 users and PM to understand the customer’s process, steps, and post-report actions.

Existing insights page

Me and the second UXD decided to point out all the issues that were blocking the aim and goals the team wanted to achieve. These issues needed be resolved in new design to create the initial design iteration.

Existing insights page

Me and the second UXD decided to point out all the issues that were blocking the aim and goals the team wanted to achieve. These issues needed be resolved in new design to create the initial design iteration.

Existing insights page

Me and the second UXD decided to point out all the issues that were blocking the aim and goals the team wanted to achieve. These issues needed be resolved in new design to create the initial design iteration.

Filtering from pool of datapoints

Direction of design

New design needed to achieve the same goal as existing insights page providing real-time data points and values. But, a key decision I advocated for was to display data upfront, eliminating the need for users to click, download, and compile numbers manually.

Direction of design

New design needed to achieve the same goal as existing insights page providing real-time data points and values. But, a key decision I advocated for was to display data upfront, eliminating the need for users to click, download, and compile numbers manually.

Direction of design

New design needed to achieve the same goal as existing insights page providing real-time data points and values. But, a key decision I advocated for was to display data upfront, eliminating the need for users to click, download, and compile numbers manually.

Gathering the data

The biggest challenge was determining which all point required the most attention. To resolve this, we collaborated with PMs, data analysts, and dozens of customers to identify the most requested, searched, and critical data for decision-making.

Gathering the data

The biggest challenge was determining which all point required the most attention. To resolve this, we collaborated with PMs, data analysts, and dozens of customers to identify the most requested, searched, and critical data for decision-making.

Gathering the data

The biggest challenge was determining which all point required the most attention. To resolve this, we collaborated with PMs, data analysts, and dozens of customers to identify the most requested, searched, and critical data for decision-making.

Prioritising

The key solution was to prioritize money and time-related data, as customers heavily relied on these for decision.

Prioritising

The key solution was to prioritize money and time-related data, as customers heavily relied on these for decision.

Prioritising

The key solution was to prioritize money and time-related data, as customers heavily relied on these for decision.

Initial iterations of the report / dashboard

Iterations

Understanding the basic needs, aims, goals and issues, a set of new iterations were framed with the intend to get as close to solution as possible in little time.

Iterations

Understanding the basic needs, aims, goals and issues, a set of new iterations were framed with the intend to get as close to solution as possible in little time.

Iterations

Understanding the basic needs, aims, goals and issues, a set of new iterations were framed with the intend to get as close to solution as possible in little time.

Personalization - A little different Visuals

Challenge 1 - Still partially manual

The data-driven UI met expectations and received positive internal feedback, but with suggestions for improvement. While the design made its goals, it still, required users to extract data manually for reporting.\

Challenge 1 - Still partially manual

The data-driven UI met expectations and received positive internal feedback, but with suggestions for improvement. While the design made its goals, it still, required users to extract data manually for reporting.\

Challenge 1 - Still partially manual

The data-driven UI met expectations and received positive internal feedback, but with suggestions for improvement. While the design made its goals, it still, required users to extract data manually for reporting.\

Challenge 2 - Lack of personalisation

A second challenge arose: the design lacked a personal touch. Internal PMs and the tea wanted it to feel more personal, not just another dashboard.

Challenge 2 - Lack of personalisation

A second challenge arose: the design lacked a personal touch. Internal PMs and the tea wanted it to feel more personal, not just another dashboard.

Challenge 2 - Lack of personalisation

A second challenge arose: the design lacked a personal touch. Internal PMs and the tea wanted it to feel more personal, not just another dashboard.

An opportunity in challenge

While making things personalized required us to change our design and was tough to achieve for 120+ customers, it brought in an entire different set of opportunities and benefits to the company and the design team.

An opportunity in challenge

While making things personalized required us to change our design and was tough to achieve for 120+ customers, it brought in an entire different set of opportunities and benefits to the company and the design team.

An opportunity in challenge

While making things personalized required us to change our design and was tough to achieve for 120+ customers, it brought in an entire different set of opportunities and benefits to the company and the design team.

Updated design - bento box widgets

Solution

I designed a bento box layout with a simple, data-centric visual language, offering a clear and scannable interface. This modular design enhances adaptability for future data points and versions.

Solution

I designed a bento box layout with a simple, data-centric visual language, offering a clear and scannable interface. This modular design enhances adaptability for future data points and versions.

Solution

I designed a bento box layout with a simple, data-centric visual language, offering a clear and scannable interface. This modular design enhances adaptability for future data points and versions.

Widget bento style

Each box had the dominant value / number that brought its value in the design. The value had a subtext with it, and also a benchmark or standard of FK values with other competitors (without showing much data).

Widget bento style

Each box had the dominant value / number that brought its value in the design. The value had a subtext with it, and also a benchmark or standard of FK values with other competitors (without showing much data).

Widget bento style

Each box had the dominant value / number that brought its value in the design. The value had a subtext with it, and also a benchmark or standard of FK values with other competitors (without showing much data).

Automating things for 9:00 am emails

Why send email ?

The entire report was to be prepared in a pdf. While this was decided to stay within the Insight page, it was also necessary for it to be sent to user directly to enhance a personal touch.

Why send email ?

The entire report was to be prepared in a pdf. While this was decided to stay within the Insight page, it was also necessary for it to be sent to user directly to enhance a personal touch.

Why send email ?

The entire report was to be prepared in a pdf. While this was decided to stay within the Insight page, it was also necessary for it to be sent to user directly to enhance a personal touch.

Automation by means of A.I.

Manually sending emails at a fixed time was inefficient. To solve this, we automated email creation and delivery using backend data and a bit of A.I, eliminating manual effort. Due to constraints, new designs weren’t feasible, but automation streamlined the process, saving time and resources.

Automation by means of A.I.

Manually sending emails at a fixed time was inefficient. To solve this, we automated email creation and delivery using backend data and a bit of A.I, eliminating manual effort. Due to constraints, new designs weren’t feasible, but automation streamlined the process, saving time and resources.

Automation by means of A.I.

Manually sending emails at a fixed time was inefficient. To solve this, we automated email creation and delivery using backend data and a bit of A.I, eliminating manual effort. Due to constraints, new designs weren’t feasible, but automation streamlined the process, saving time and resources.

Final Design

Simplified automated report

An automated system to create and email reports directly to customers, eliminating the need for users to create them manually.

Simplified automated report

An automated system to create and email reports directly to customers, eliminating the need for users to create them manually.

Simplified automated report

An automated system to create, and mail the reports directly to customers, eliminating the need for users to create them manually.

An email at 9:00 AM

Automating emails at 9:00 AM keeps them at the top of unread messages, increasing visibility, CTR% and TOT%

An email at 9:00 AM

Automating emails at 9:00 AM keeps them at the top of unread messages, increasing visibility, CTR% and TOT%

An email at 9:00 AM

Automating emails at 9:00 AM keeps them at the top of unread emails, increasing visibility, CTR% and TOT%

And ofcourse, Its responsive

Impact and the Lessons

Impacts

Noticing the users, I learned that not all problems are always reported, and solutions are not always within the products. In this case, a simple 9 am email solved the issue without altering the system and simplified the experiences even for those users who were unaware of the problem.

Not all the problems are always seen, and not all solutions needs a product redesign. In this design case, a simple 9: 00 am email resolved the problem and improved the UX.

It was a little more chaotic process. Curious? Let’s talk. 🤓

Wanna know more? Let’s talk. 🤓