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GetAccept Pipedrive integration

Re-designing GetAccept's integration in Pipedrive with a fresh new look and feel while solving key user problems to enable users to create and send documents to their customers quickly and easily.

Watch the product video tour

My role

User research, prototyping

UX design, UI design

Creating data-driven design framework

Contributed to creating design system

Developer collaboration

Time duration

8 weeks (2022)

Team

2 Designers

1 Product manager

Tools

Figma

GetAccept's goal

GetAccept is a B2B sales enablement tool that removes friction between buyers and sellers. The all-in-one digital sales room platform enables collaboration to create a seamless buying experience and includes features such as content creation, tracking and analytics and electronic signing.

 

GetAccept offers integrations with CRM (Customer Relationship Management) systems to automate workflows and simplify time-consuming tasks. GetAccept users utilise a broad tech stack on a daily basis, GetAccept's goal is to make the process of creating and sending documents in their integrations as easy, simple and enjoyable as possible.

Design process

Define

User research 

Concept design

  • Project goals

  • Align with business goals

  • User types

  • Jobs to be done and challenges  

  • Leading indicators to measure success

  • User interviews 

  • Internal company interviews 

  • Gather insights and existing data

  • Wireframing 

  • Design iterations 

  • Prototyping concepts

Technical and stakeholder check in

Prototyping and user testing

Handover to development

  • Present design work to developers and company stakeholders

  • Align on technical limitations and design concept

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  • Prototyping and iterations

  • User tests with customers

  • Internal user tests

  • Gather key insights

  • Present design to developers 

  • Contribute to development process

User problems to solve

Before re-design

GetAccept Integration

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  • Navigation within the integration was unintuitive, users often didn't know where to find what they were looking for resulting tasks taking a long time to complete and inefficient user flows

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  • ​UI design was old, outdated and inconsistent with the GetAccept application and other integrations

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  • Narrow real estate of the integration made it difficult for users to navigate and complete their tasks within the right side bar

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  • Unclear expectations of what the final document will look like for the recipient

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  • Difficult to validate merge tag data from Pipedrive and to understand what the user is required to do

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  • Lack of knowledge and motivation on how to use the video feature and the value of it

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  • Need to leave the integration to go to GetAccept application for document analytics 

Continuous discovery

Continuous discovery was conducted throughout the project through regular customer interviews and feedback sessions, user testing and cross-functional collaboration with developers and product managers. This allowed myself and the team to remain closely connected with users, gain an understanding of their challenges, identify opportunities and validate design concepts which ultimately enabled us to deliver value to users quickly.

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The impact of the project is currently being evaluated using Google's HEART framework  to assess the quality of the user experience and the impact of the UX changes to helping to inform future project initiatives. 

 

Throughout the project, I defined goals and user-centred metrics based on Happiness, Engagement, Adoption, Retention, and Task Success as well as success criteria for each metric based on quantitative data on current user behaviour in the product and business goals.

HEART framework
Success metrics are not shown below due to business confidentiality.
Goals
Signals
Metrics

Happiness

Close more deals and send content to customers quickly

Positive user feedback

Positive user feedback in user interviews

In-product poll to measure happiness of new design

Click rate on analytics page

Engagement

Users engage with product after sending document

Users viewing analytics, adding new participants and editing content

Amount of content edits 

New participants viewing document

Adoption

Increased adoption of video feature

Recording or using video library in sendout flow

Video usage rate

Rention

Users continuously send contracts over time

New users continue to send documents over time and increase usage

Sent document rate over time

Churn rate 

Completing sendout efficiently

Task success

Users complete sendout quickly and easily

Users make less errors

Completing sendout

Time to complete sendout

Error rate

Completion rate

Drop off rate

The solution

After re-design

GetAccept Integration design

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  • More intuitive navigation and design patterns reduce friction, enable users to send documents more quickly and reduce the number of steps from 7 to 4

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  • The slide-out panel provides users with additional space to complete their tasks and present content more clearly, while the right-side bar functions as a 'shopping cart,' where everything the user selects to add to the document is placed

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  • A design system was designed, developed, and implemented to introduce a fresh new look and feel, ensuring consistency with the GetAccept application

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  • Merge tag data is clearly displayed and labeled, enabling the user to better and more quickly understand what what data has been found and what is required 

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  • Providing in-app coaching and education to users on how to use the video feature, aiming to increase user adoption

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  • An additional summary view is provided, displaying valuable document analytics to users for a more seamless experience, all within the integration without requiring users to leave it

New user flow design

Landing page

🗂️ Document cards display key information and provide an entry point to the Summary page for analytics

landing page.png

Step 1. Select template and files

🛒 The right-side bar functions as a 'shopping cart' where everything the user selects to add to the document is placed

content.png

➡️ The slide-out panel can be collapsed at any time, allowing the user to access information in PipeDrive while sending a document

🔀 Users now add recipients after selecting a template, allowing them to assign template roles without the need to navigate back and forth between steps

Step 2.1 Add recipients and assign roles

recipients.png

Step 2.2 Validate merge tags

⚠️ Merge tag data is clearly displayed and labeled, enabling the user to better and more quickly understand what what data has been found and what is required 

merge tags.png

Step 3. Record video

📽️ The video has been separated onto its own page with coaching tips on how to create engaging content to encouraging feature usage

video.png

Step 4. Review and send

🔍 Clearer overview design including valuable document information and settings

prepare to send.png

Analytics

📈 Summary view displays valuable document analytics

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