Design Gartner's New Product: Inquiry Information Center
Gartner's business model relies heavily on Gartner's R&A field experts. 90% of clients submit requests for this service to customer success managers. However, there is currently no functionality for organizing and tracking these inquiries on the website or allowing clients to continue thier inquiry conversation with the same expert.
Challenges
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The website lacks key features such as the ability to access all information related to one inquiry, view attached documentation, and reschedule existing inquiries
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Scheduling meetings through email is inefficient, forcing clients to sift through too much information
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Clients struggle with the lack of ease and functionality around the meeting scheduled to handle their inquiry.
Preview part of the design: Online scheduling
My Role
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As a Senior UX Designer, I took ownership of daily processes and guided projects from inception to completion.
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I collaborated closely with Product Owners, SMEs, Developers, UX Research lead, and various business units to facilitate the design process.
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I conducted usability testing with stakeholders and incorporated their feedback to ensure the design adhered to best practices in UX design.
Goals & Features
Design Goals :
Account for displaying default information consistently to the client along with additional state specific data points.
Business Goals :
Enable Services to focus on more strategic value for clients by freeing up time. Improve client inquiry submission inquiries service.
Project MVP planning with the team
Due to the large scale, I explained how the project would be separated into various iterations to facilitate agile development.
Approach
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Develop an understanding of user end goals and focused on user’s pain points through synthesis of previous client interview based research
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Define high level goals with product development teams and stakeholders to address pain points and business goals
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Create sketches to High-fidelity design and proceed to the prototype for usability testing
Suggested dream flow
Ideation and collaboration require input from product owners and stakeholders. Filtering their input, the dream flow is created with improved UX design suggestions.
UX Sitemap
I created this sitemap after meeting with SMEs and the Product Owner to better understand the system's structure and layers.
Design Sketches
I proposed several layout options, aiming for something easy and familiar for users to navigate in the new system. I presented the pros and cons of each design, and the team voted on the final choice.
Usability Insight
This design closely mirrors the current email system, making it familiar and easy for users to navigate. The layout includes clear tabs that allow users to quickly access the three main Inquiry pages, ensuring a seamless transition and workflow. The structure is designed to help users find relevant information with minimal clicks, improving overall usability.
Usability Testing
Conducted interviews with a Gartner internal assistant and clients. Interviewers needed experience with inquiry forms or inquiry-related projects to participate.
Finding
"It’s pretty straightforward, makes sense. I like that the list on the left-hand side will always be there, and only the right-hand side will change."
Collabrated with a UX researcher to create a test script
Outcome and Key Insight
Starting in the conceptual phase, our team focused on ideation and brainstorming, which initially took time due to differing opinions but ultimately led to a unified direction. After two rounds of usability testing with stakeholders, feedback was positive, with users finding the product intuitive and excited to integrate it into their routines.
Although the project was still ongoing at handoff, with some features yet to be developed, the core concept was validated.
Key Insight:
Clear and intuitive design is essential for complex enterprise tools. By bringing fragmented processes together in one place, we made the tool more efficient and set the foundation for better user engagement.