From Features to Impact
Designing a Reminder System for a Custom CRM
Lead UX Designer & Researcher
Sales Tech
As Lead UX Designer, I led the research and design of a flexible, user-controlled reminder system, balancing automation with user needs. The new system seamlessly integrated into the custom CRM and Outlook, allowing sales teams to schedule and manage client meetings more efficiently while following structured business cadences. The impact was significant—adoption increased to 80%, with over 100K reminders created and ~250K updates since launch.
Fragmented Workflows and Limited Visibility
Sales teams at a leading staffing firm relied on manual processes across multiple tools, making it difficult to track follow-ups and schedule client meetings. Without a structured system, only 15% of salespeople consistently set reminders, leading to missed opportunities and a lack of pipeline visibility for leadership.
A Shift Toward a More User-Centered Approach
The initial solution, influenced by stakeholder priorities, automated reminders for all clients, overwhelming users and reducing adoption. As the company shifted toward a more outcome-driven approach, UX played a larger role in decision-making, enabling the development of a flexible, user-controlled reminder system that better aligned with sales workflows.
Results & Impact
Due to confidentiality, details of this project are not publicly available. However, I can provide insights into my contributions and impact in a private conversation. Contact me to learn more!