CliX - A Campaign Engine for Customer Engagement & ROI
A campaign engine allows you to directly communicate with your customers by sending out engaging & relevant content.
A B2B SaaS Product
CliX provides a marketing automation solution to help brands streamline and run their customer engagement activities.
About CliX
The objective of this project is to build a platform that will help the marketing and salespeople to target the right customers with the right message and reach out to customers across channels.
Project Objectives
It helps brands to reach out to customers by personalized communications through various channels and helps track ROI from these engagements.
Lack of omnichannel engagement
Limited automation for engagement
No interface for campaign performance insights
No digital medium to request ROI reports
Lack of an automated quality check process
Understanding the Problem
Design flexible modules that will shorten the campaign creation time.
Create an Interface for a large amount of data that is clear and concise.
Allow users to filter information by sales and marketing campaigns.
Challenges
I was the sole Product designer on this project, working closely with dedicated project managers, business analysts, and a remote development team. My role involved all stages of the product life cycle.
I started with user research and personas to help identify market needs. Using design thinking methodologies we tested hypotheses (using clickable prototypes) and iterated our solution to best suit the user needs and business requirements.
My Role
This was a long and complex project that included the full life cycle of a product. I started with user research, conducting a series of interviews with marketing & campaign managers to better understand the current process, areas of complexity and frustrations and then we started with the market research and explored similar solutions to understand the users’ need. All the findings give us a sense of direction we need to design a positive user experience. I synthsized all the research findings and then summarised the information I collected.
Research
of managers face challenges while tracking their campaign performance.
82%
of managers wants to get channel-wise performance breakup for campaigns.
of managers like to get daily insights on engagements via automatic reports.
79%
91%
For brainstorming, we used Whimsical, as we all were working remotely. Every week we had team meetings to check the progess and decide the future course of the project.
Team brainstorming
After understanding the current process, areas of complexity, and frustrations. I then summarised the information and created a persona, highlighting goals and frustrations
User Personas
Marketing Manager
"I would love to track my customers' journey from the very beginning till they become an evangelist."
Lives in Bangalore
Jessica, 40
Jessica is a marketing manager living with her family in Bangalore. She has 15+ years of experience working in marketing and supervises a team of 6. She believes in keeping herself updated with new technology.
Bio
Technology
Internet
Social Media
Online Networking
Macbook
Want an interface for campaign performance insights
Want to track all the touchpoints of every customer
Want to manage all her marketing campaign
Goals
Have to use multiple platforms for campaigns
Lack of omnichannel platform
Limited automation for engagement
Frustrations
Personalize every customer interaction within one dashboard
Automated Journey Builder to create customer lifecycle
Track Insights & manage all campaigns via a single interface
Drag & Drop e-Mail Builder to create professional emails
Design, code or use pre-existing templates for your campaign
Once the design was finished it was time to hand it off to developers with a UI Kit and style guide that contains detailed information about typography, color palette, and elements (buttons, inputs, etc.).
In the next process, we will go back to test the live version and work together with the developers to improve where needed.
Next steps
