Tenride — SaaS product.

Chals Britto (aka) Nobli Praveen
8 min readJan 19, 2022
Photo by Oleg Magni from Pexels

The Brief : After running business successfully two years the Bhuvanesh the CEO of Tenride, approached me to address their problem.
The challenge is converting the existing process into Saas Application. which is they are running currently by Excel and some custom made tools.

Challenge : One of the key challenge was Optimised the process allotted 15 hours in timeframe to get to know their business and existing process.

What i did : Optimised the process, Created a concept of all in one application within our scope, finally present of basic Wireframes after some iteration to accelerate Sales and productivity of their employees.

Words from Bhuvanesh : I know Charles for a long time. I have always had huge respect for his design principles and working disciplines. When I approached him for my internal web application for my outstation cab business, he collected all my requirements in detail and drafted all the details that I have conveyed to him in a very clear manner. I always love the way he organises and categorises the information from a customer. He has given good suggestions on how we can simplify the existing process that we are dealing with google sheets. Overall the designs he created satisfied my expectation and it also helped to delegate the work to stack developers with ease. I am always willing to work with him when it comes to UI/UX.

Client : Tenride two year old startup who act as third party agent to provide outstation cab service.

Phase 1 : Research

#Kick off Workshop
Connected via mobile call with Bhuvanesh, got a glimpse of the business, their performance, Growth in two years, Why they are looking to upgrade the system, what is blocking to serve customer with current system, where they are lacking by means of services.
Planned 4 week sprint — and finalised the process.

#Peer Interview
Conversational interview held with two different employees via google meet

#Usability
After the first call come up with some task for the second sitting
Here are some tasks from it.

  • How to collect the information from Lead
  • How to select proper leads — with kilo meter, Destination criteria
  • Quotation send for single request
  • Final payment settled to Vehicle Vendor
  • How to communicate the Status of the request with Customer

Request to demonstrate the entire functions happening with system and business.

  • Work Nature :
    Third party agent inpermideator between customer and cab provider.
  • System :
    ad campaign generate leads with help of enquiry form the datas are collected in excel, after connect with customer the proper leads are filtered and moved to prospect. follow up by quotation, advance, vehicle& driver assign, invoice with help of custom made application and whatsapp.
  • Tools:
    Web forms to collect leads, Excel for data handle and tracking, Custom application for quotation and invoice generator, Whatsapp for communication.
  • Average time taken for each task : 3–5 minutes.
    it depends on customer information familiarity with employee, About the service knowledge and experience in domain.
  • Outcomes:
    Current process, Tools, Normal work style / Culture, Their official terms, Stages and each stage people involvement in the flow.
  • And Due to multi tool usage it feels like they are doing multitasking.
    While negotiate they wanna do multiple copy paste to generate invoice & Quotation.
    There is no any alerting system if the new lead arrives, they wanna refresh frequently, and their is no logic to understand the request priority or urgency.
    Manual task planning and the remarks & call back notes are missed in human eyes.
    Sharing the updates to customer and vendor by whatsapp or message creates addition of work

Phase 2: Analysis

#User Persona

#Empathy Map
In research and design phase gonna work in solo, so instead of journey map planned to do Empathy map — it helps to clear the users insights and pain problem.

User Expect task needs to plan automatically by custom rules
  • User Expect task needs to plan automatically by custom rules
  • They though to minimised the human wrk, apply the automation or API wherever applicable
  • They want to execute the entire work at same platform (single application approach)

Phase 3 : Ideation

#Synthesis

With collective learnings identified the opportunity and place to improve and solute. Grouped it under theme, with help of How Might we converted in to possible easy and innovative solution.

It contains 5 stage
1. Split and list the learnings,
2. Group them and label it under single theme
3. Consolidate and the key insights
4. How Might We Questions-Converting the key insights to the HMWs
5. Ideas- Picking up each HMW’s and coming up with the possible and feasible solutions

Automat — Complete and communicate the quotation, invoice, reminder, message in single tap. Prioritize- To focus emergency & high value leads. Support —  Clear and on time updates with vendors and customer. Organize — All the information at single place with simplified work process. Advertise — Monitor the leads, adjust & Boost the marketing ad campaign. Increase the sales — Convert the leads in to win win prospect.

#Effort vs Impact

Based on the generated ideas, Discussed with Stakeholder to comeup with feasible and action plan

  • Helps to eliminate the overthink and deviations at early stage

#Mind map

From the early stage planned the process and come up with simple user flow as working module of the application

#Information architecture

It helps to organise the stuff and visualise the complete solution / output of the application

Phase 4 : Design

#Learn from the experts

Tenride requested to give the output as grayscale high fidelity screen (due to the limited timeframe & Budget ). so planned to comeup with basic high fidelity wireframe wit some visual cues.

  1. zoho
    Teride using zoho mails for their official purpose. zoho’s simple visual screens made me to think to give similar experience for tenride.
    inline/onscreen edit, clean white and minimal color cues helps to recreate MS excel experience.

2. Pipedrive
One of the sales tool, i showcase the demo with it how it is working like that. the people can easily understood the visual cues.
i like their block base information approach, Due to base level technology usage dev people said can’t able to achieve as onscreen / inline edit, so planned to come up similar block based approach instead of whole form as editable.
And their status display, activity area, navigations much inspired.

#Wireframe

Scribbled some paper sketch to finalised the layout of the screen based on the functionality finalised in synthesis process. It helps to present the desired output with stakeholder and verify the technical feasibility, uniq screens with developer

Task automation and user dashboard

Based on best practices the rule for task order is created by admin, by this task for each user will update and reorder in task panel.
With this user don’t wanna think more what needs to do first. by help of priority rule from customer side who needs urgent request they got clearance at instant.

Highlights : Next activity concept helps to track each lead in forward

Customer detail form

simple form to collect customer datas.

Highlights : Process will happen while connect at first time with customer in general the first impression of quotation will send after know the customer preference, here it will send automatically when the customer cut the call.

Detail Page

Kind of snapshot to visualize all the data against the trip & customer information and activities.

Highlights : all in one screen.
It is main working page for the user they will spend more time here, it is gonna reduce multitask — increase the rate of productivity. while testing with low-fi prototype user complete the task 3 times faster than existing system

Messaging

Message template will helps to compose different standard message in a minute. These draft templates can send by manual and automatically. Marketing — Bulk message feature helps to send offers on festival time.

Highlights : Scrip tag — people doesn’t required to have code knowledge to create template draft. stakeholder loved that tag concept.

Settings

some helpful options

Additional Screens

Analyse & Simple visual screen design, iterations in 47.5 Hours

Phase 5 : Hand over

#Presentation, Dev Walkthrough

after 2 level of iterations presented figma screens in Google meet with stakeholder and developer there is no changes arrived due to connected with them frequently and proposed what we can improve in upcoming phases.

Planning for next phase
-
Integration whatsapp, email
- Auto response & information collection by voice call
- AI for revenue forecast
- Trip/ Travel Package module
- Native application (mobile)
- Royalty & Coupons
- connect customer with single click (landline integration)

#Learning
At initial stage thought it would be simple list and form application. Once followed the process got to know the challenges and area to improve. the solution looks so simple but the people found when present with them they found to complete the task easily, understood how it will work without education.
understand the important of usability test it helps me to know the users behaviour and nature of work.
The most challenging part is created the application with minimal elements and colors with better visual cues.

Thank you for reading! Hope you enjoyed the process, please feel free to share your feedback.

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Chals Britto (aka) Nobli Praveen

Charles Britto aka Nobli praveen. Storyteller as a UX Practitioner with a solid background in varies domain.