Noah Coffey

Noah Coffey

User Experience Designer

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Noah Coffey

Noah Coffey

User Experience Designer

FanBase CRM App Refresh

Client: FanBase LLC

The FanBase CRM app is a larger, on-going development and design project. The application allows for normal customer relationship management features combined with easy-to-use email marketing features. These include lead generation forms and drip campaigns.
FanBase CRM App Refresh

About

The refresh project's goal was to make improvements based on some user feedback about usability of certain areas of the app. A secondary goal was to improve the standardization of main user interface elements to improve the overall usability and affordance of the app.

Process

A great deal of the improvements came from speaking directly to customers and understanding how they used the app. I also spent time analyzing actual feature usage of the app to determine which features were being utilized the most (and least).

A beta version of the app was set up to allow a select group of customers access to test out new features and continue to gather direct user feedback.

Lessons Learned

An example of a lesson learned from this project is the discovery that most existing customers were not interested in the CRM features of the app, but rather only wanted to use it as a way to build and send marketing emails to their customers. One of the ways we responded to this was to focus a lot of work on the email creation workflow and improving the experience and ease of getting contacts into the system.

  • FanBase Email
  • FanBase Dashboard
  • FanBase Templates