KPI

Account Manager Dashboard

SAAS

Project Summary

This KPI Dashboard was created for Account Managers. The role of an Account Manager is to build relationships with customers, help to manage their sales, solve their day-to-day problems, and present them with the full range of solutions that the Management company has to offer.

Problem Statement

The main focus for Account Managers (end users of this product) is to have fast access to the commercial value of each individual account, and the option to separate them from other manageable accounts, faster customer support.

Account Manager dashboards are mostly focused on metrics such as overall account value, customer engagement, upselling, and retention.

But one of the biggest problems to solve is to have everything in one product and be user-friendly.

MY responsibilities

Research

Conducted user research and user interviews
Tested the prototype with the end user

Wireframe

Created a user journey map
Created a wireframe of a future prototype

Prototype

Worked on project prototypes in Figma
Presented prototypes regularly during team meetings with the project manager

Research Plan

Goals

Understand the needs, pain points, and workflows of account managers in using a dashboard KPI tool.
Identify the key metrics and visualizations that account managers require for effective performance monitoring.
Evaluate the usability and user experience of the dashboard KPI tool prototype.
Gather feedback to iterate and improve the design of the tool.

Target Audience

Account managers responsible for monitoring and managing key performance indicators.
Ideally, include a diverse mix of account managers from different industries and experience levels.

Research Method

Conduct a combination of qualitative and quantitative research methods to gather insights and feedback.
Methods may include interviews, surveys, usability testing, and observational research.
Employ user-centered design principles throughout the research process.

Recruitment

Utilize a recruitment agency or internal networks to identify and recruit account managers who fit the target audience.
Aim for a sample size of approximately 10-15 participants, ensuring a diverse representation.

Timeline

Week 1: Develop research plan, create interview or survey guides, and finalize recruitment strategy.
Weeks 2-3: Conduct qualitative research.
Weeks 4-5: Analyze qualitative data.
Week 6: Develop a prototype of the dashboard KPI .
Week 7: Conduct usability testing sessions with account managers using the prototype.
Weeks 8-9: Analyze data.
Weeks 10-11: Conduct a quantitative survey.
Weeks 12-13: Analyze quantitative data, synthesize feedback, and make final refinements.
Week 14: Prepare a comprehensive research report summarizing findings.

Persona

The research included qualitative and quantitative research. The biggest part of it was to conduct an in-person user interview of 20 Account Managers. Each interview was 2 hours long. Participants filled out surveys after the interview which guides me to make the best decisions in the design process.