Tasked with crafting the user experience for CQC's internal users, I enhanced interaction design patterns and the information architecture for the CRM system. I recorded user journeys, page flows, and process maps for the forthcoming user-centred service. The proposed CRM's information architecture was assessed through card sorting and tree testing sessions with internal users. Additionally, I contributed to and refined the CQC Design System for Dynamics 365, collaborating with the Business and Product teams to assist in backlog refinement and sprint planning sessions.
User Journey Mapping - Primary External User
Page Flows & Wireframes for Design Review
Page Flows & Wireframes for Design Review
Information Flow
IA - Card Sorting
Final CRM UI showing Business Process Flow in Microsoft Dynamics 365
User Research - Insights
User Research - Notetaking and Observations
User Research Insights Playback & Documentation