GASOLINE MOTOR CO.
A custom motorcycle/lifestyle brand & workshop
System Design | CRM Design | Airtable | Information Restructure
PROJECT OVERVIEW
AUG 2020 – MAR 2021
COMPLEX CRM SOFTWARE DESIGN
I was contracted by Gasoline Motor Co. as an Art Director and Graphic Designer. While I worked with the team,I oserved their struggles to find an existing CRM system that would suit their needs. Always actively interested in solving problems, I led the project to design a system on Airtable that would structure and streamline their processes and also serve as a portal for the business to run and keep as a customer database.
It was after this project I decided to pursue my interest in UX design.
PROJECT OVERVIEW
AS A ONE-MAN-BAND-BUSINESS EXPANDED, THE NEW STAFF NEEDED A WAY TO MANAGE INFORMATION AMONGST TEAMS.
This was a unique client demanding several needs from a cohesive system.
1. Customer database & CRM system that could be used across the team
2. Workshop bookings (with varied processes, timelines and datapoints to be housed on a single platform and accessible to all staff members)
3. Vehicle history database
4. Active and inactive jobs tracking/monitoring - current workflows
5. Staff communication
6. Integrations with accounts software
THE UX PROCESS
DEFINING USERS & JOURNEY MAPPING
Having direct access to my users meant it was easy to conduct interviews and understand the full process including their emotions and frustrations within each part of the team. The primary user was the managing director, who needed to oversee every part of the process, with the accounts team, front of house sales & customer service and workshop manager & parts interpreter also being key defining players.
USER INTERVIEWS CONDUCTED:
Managing Director, Workshop Manager, Accounts Team, Sales Staff + Customers
PRIMARY GOAL:
To improve customer experience, while also creating a digital platform for staff communication and CRM system.
