TLDR / OVERVIEW

Role: Lead UX/UI Designer

User: Luxury Villa Sales Reps

What: All-In-One Marketing And Sales iPad Tool

Objective: To Engage High-Net-Worth Individuals And Generate Villa Sales Leads

Key Stakeholders: 

- Sales Reps

- High-Net-Worth Potential Buyers

- Hotel Resort Chains

- Client’s Sales, Marketing, and CRM Team

- Internal Project / Engineering Team

ISLAND UNDER CONSTRUCTION. 

The island and villas were still being built, necessitating the use of 3D visualisations to showcase the properties and lifestyle centred on luxury, sustainability, and well-being.

ADAPTABLILITY.

Sales reps required a portable all-in-one solution to easily access, filter, and present information about the island, villas, and availability, eliminating the need for multiple physical brochures.

The objective was to quickly engage a prospect, adapt the pitch to their needs, and convert them into a potential lead.

They needed to be prepared for both planned and spontaneous pitches, whether in an elevator, a prospect's office, or at events.

DIVERSE STAKEHOLDER NEEDS.

Besides the Sales Reps, the tool had to accommodate multiple demands of resort brands (unique USPs and character), the island management's sales/CRM team, and the high-net-worth prospects.

I shared initial lo-fidelity wireframes with the internal team. We quickly transitioned to hi-fidelity mockups at the contractor's request for polished designs to present to the client for early feedback.

TAILORED PITCHES.

Challenge

Sales Reps needed to find villas meeting the prospect's needs.

Solution

Effective filtering of villas to meet prospect requirements.

It was an iterative process, I carried out regular demonstrations of the prototypes to the client and multiple usability tests to get feedback and make modifications to the user flows and iron out usability issues.

Below are some examples:

TAP COUNT. 

Usability Issue 

The client wanted to reach villa info in as few taps as possible and some steps were deemed superfluous.

Solution 

The landing page and resort preview card were scrapped. 

I also developed a Map and List view toggle. The List view reduced taps to villa to 2 (from 5), and Sales Reps had a choice of flows to get to the villa page.

IMPACT. 

I developed solutions that met requirements and exceeded expectations. For my contractor, who had not previously worked with a UX designer, I demonstrated the value of user research and user-centered design to ensure the right product was built for their client.

PROJECT OUTCOME.

I completed an 8-month contract, successfully handing over the UX/UI designs. The project was active, with positive client feedback during progress meetings and user testing.

However, after my departure, the project was disbanded due to a restructuring in the client's sales team and a breakdown in the relationship between my contractor and client regarding late invoice payments.

STAKEHOLDER ENGAGEMENT.

Early collaboration with stakeholders ensured the sales app addressed the right problems.

CULTURAL ADAPTABILITY.  

Flexibility was essential when working across cultures, time zones, and hierarchical power structures.

CLEAR COMMUNICATION.

Simple storytelling helped the internal and external clients understand the reasoning behind design decisions and the UX process in general.

RAPID ITERATIVE TESTING.

An agile approach with early prototypes and frequent user testing helped visualize the experience, generate ideas, identify usability issues and ensure we would capture prospect information effectively.

COLLABORATION.

Regularly leading client meetings, demoing prototypes and coordinating with internal engineering and external client teams, I ensured smooth development of my designs that supported future functionality and integration with the client CRM.