CRM System Design & Development (Case Study)

Project Plan

Task

Redesign and develop a custom CRM application

Team

Product Manager, UX Researcher, Product Designer, UX/UI Designer, Business Analyst, 3 Back-end and 2 Front-end developers, QA

Duration

9 month

Scope

76 CRM screens + adaptive versions

Overview

Inventor is an international network of out-of-school educational institutions that help children develop programming, engineering, and project-thinking skills from a young age.

We partnered with Inventor to design and develop a new, more effective CRM system. The greatest challenge our team faced was to make it intuitive enough for kids, their parents, and teachers to use it with no effort.

Our team has delivered a web customer relationship management application that collects all the necessary data for teachers, students, and parents.

Deliverables

Product Design
Product Development
CRM Design
Animation
Illustrations

Results

Limeup implemented a solution that meets the needs of the Inventor’s growing global operation. Our team designed and developed a CRM system that is now helping the network of schools efficiently manage their educational process.

Our customer relationship management application includes education-specific features like the course and enrollment management, scholarships, tuition payment tracking, and automatic e-mail notifications.

Student Progress

Schedule

Clients

Employees

Student Profile details

Finances equipment

Student Progress

Schedule

Clients

Employees

Student Profile

Finances

Discovery Phase

The client approached us with an existent CRM that worked poorly and did not cover the needs of a rapidly growing network of schools.

To deliver the best results, we needed to design the CRM system according to the precise users’ needs. We conducted extensive user research and learned about the solutions existent on the market. Our designers needed to find the balance between collecting the most relevant information and making the system simple enough so that non-experienced users could access it without effort.

Information Architecture

We completed the discovery phase by finding what users want to accomplish and how they want to accomplish it. We then organized content into an information architecture that allows users to adapt to product features, find what they’re looking for, and complete their goals.

Information Architecture

Account Executive
Oskar is online

User persona

Math teacher

Age:46

Status:Married

Location:Worcester

Practical

Patient

Reading

Hardworking

Biography

inventor user persona 3 is a math teacher at an after-school program. She has 2 grown children of her own, so she loves her job and feels like she was born to do it. Every day spends hours planning lessons for her students. She believes that a motivating approach to learning is essential for students' development. inventor user persona 3 wants to be able to interact more with her students' parents.

Personality

Loyal

Frickle

Introvert

Extravert

Analytical

Creative

Goals

Effectively plan your working time
Tracking progress of your students
Have all possible functions in one platform
Don’t spend a lot of time for paperwork

Motivation

Start planning your time
Easily find the information you need

Needs

Automation of routine processes
Easy-to-use daily schedule
A multifaceted system for assessing student progress

Frustration

Too much time spend
Not enough information of students
Inconvenient interface
Errors in product operations

Math teacher

Age:46

Status:Married

Location:Worcester

Practical

Patient

Reading

Hardworking

Biography

inventor user persona 2 is a math teacher at an after-school program. She has 2 grown children of her own, so she loves her job and feels like she was born to do it. Every day spends hours planning lessons for her students. She believes that a motivating approach to learning is essential for students' development. inventor user persona 2 wants to be able to interact more with her students' parents.

Personality

Loyal

Frickle

Introvert

Extravert

Analytical

Creative

Goals

Effectively plan your working time
Tracking progress of your students
Have all possible functions in one platform
Don’t spend a lot of time for paperwork

Motivation

Start planning your time
Easily find the information you need

Needs

Automation of routine processes
Easy-to-use daily schedule
A multifaceted system for assessing student progress

Frustration

Too much time spend
Not enough information of students
Inconvenient interface
Errors in product operations

User journey map

A customer journey map can be a powerful tool to help you visualize and clarify current or future states of customer experience in all stages of the customers.

	Entice	Enter	Engage	Exit	Entend
Touch Points	Word of mouth Website	Email Sign In form User profile	User profile Schedule Clients Classes Reports	Support Chat Email	Word of mouth Reviews sites

	Research	Sign Up	Invest	Achievements	Share experience
User goals	Use best education CRM	Sign up process easy	Plan your schedule efficiently Get detailed information about the student Multifaceted assess of the student progress Ability to contact the parents of student Provide reports to the school administration	Get emails about updates Get support 24/7 Get promo and reward	Share my impressions of the site Gain benefits
User questions	How can I solve my problem? What are the features?	How can I login easy? How can I protect personal information?	How can I plan my time? How can I view students progress and assess their work? How can I contact the student's parents? How to provide reports for school admins quickly?	How can I find out about updates and new features? How can I get support?	What are the benefits of being an user?
Solutions	Reviews Content marketing	Quick login with a login and password provided by the school admin Info about protection personal information	Schedule with information about about working and free time Detailed information about the student and his/her parents Advanced system of student assessment and progress Automatic report templates Support chat 24/7	Mailing of letters Chat support 24/7	Internal system of employee evaluation and motivation

	Entice	Enter
Touch Points	Word of mouth Website	Email Sign In form User profile

	Research	Sign Up
User goals	Use best education CRM	Sign up process easy
User questions	How can I solve my problem? What are the features?	How can I login easy? How can I protect personal information?
Solutions	Reviews Content marketing	Quick login with a login and password provided by the school admin Info about protection personal information

	Engage
Touch Points	User profile Schedule Clients Classes Reports

	Invest
User goals	Plan your schedule efficiently Get detailed information about the student Multifaceted assess of the student progress Ability to contact the parents of student Provide reports to the school administration
User questions	How can I plan my time? How can I view students progress and assess their work? How can I contact the student's parents? How to provide reports for school admins quickly?
Solutions	Schedule with information about about working and free time Detailed information about the student and his/her parents Advanced system of student assessment and progress Automatic report templates Support chat 24/7

	Exit	Entend
Touch Points	Support Chat Email	Word of mouth Reviews sites

	Achievements	Share experience
User goals	Get emails about updates Get support 24/7 Get promo and reward	Share my impressions of the site Gain benefits
User questions	How can I find out about updates and new features? How can I get support?	What are the benefits of being an user?
Solutions	Mailing of letters Chat support 24/7	Internal system of employee evaluation and motivation

Student profile

The student profile gives an overview of your student’s performance in class. It contains attendance and progress updates, along with personal information like their name, address, phone number, and parents’ contacts.

Progress tracking

A critical feature that students and their parents can use to track their progress and assess which skills they’re still struggling with. This feature promotes academic growth and allows a student to get feedback from teachers in real-time. It also allows parents to see a summary of a student’s progress by week or month so they can quickly see where their child is within the course.

Tuition payment

Tuition management is a key component of a school’s CRM system. A well-implemented tuition payment feature can eliminate paperwork, streamline processes and reduce staff workload.

Testimonial

Jaxson Bergson

We hired Limeup to develop a CRM for us. Our initial concerns about the cost of the project were allayed when we saw what a good job they did. The end product is elegant and user-friendly, exceeding our expectations.