Badu

Overview

Badu is a CRM platform that helps companies and organisations manage and improve client relationships through real-time complaint resolutions.

Role

The need for a more intuitive and user-friendly interface became apparent as the platform grew. The following roles were carried out:

• Conducted a UX audit and review of the current platform to highlight pressing issues that the platform was facing.
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• Ideated new designs by creating a mood board and wireframes that guided the team's design focus.

• Crafted a user-centred information architecture for intuitive navigation and proper operational management.

• Designed a user-friendly UI that improved administrative control and management of client issues.

Challenge

Following our initial discussion with the client, they emphasised how outdated the platform was and how it was affecting the user experience of admins, as it had unclear flows and incomplete functionalities. Focusing on simplifying navigation, enhancing usability and creating a more aligned experience across the platform.

Solution

To address these challenges, we needed to determine the required design process that would move us from the problem to the solution.

The Fortnite team approached the revamp of the platform by first carrying out an in-depth UX Audit, which helped reveal areas where the user experience can be improved and streamlined to improve admin control of the platform:

• No clear onboarding process

  The platform lacked an onboarding process that would help new users understand how the platform worked, as most Saas platforms can be quite complex at first glance, which we believed was hindering the complete admin control of the platform.

• No dashboard

  During the review of the current platform, we discovered it had no existing dashboard that would help admins make an informed decision. The lack of a dashboard made admins operate blindly as they could not measure how effectively they managed these clients' complaints.
  
  

• Operational management was ineffective

  From assigning tasks to team members to navigating through existing conversations with clients, the platform lacked a clear user journey on how admins could manage daily operations on the platform.

• Lacked proper documentation of client information

  For some reason, client information was more or less non-existent as the current platform did not capture the necessary information of the clients.

Next steps… Defining navigation paths and flows

For our next steps, we focused on converting these issues or problems into user-friendly solutions. This helped us to ideate on the right information architecture, also using low-fidelity wireframes to iterate on possible solutions. With the team working together, we were able to determine our design goals that aligned with the user's needs and the needs of the stakeholders.

Using insights to determine design solutions

The UX Audit revealed possible solutions for us:

• Simplify the Onboarding Process

  Make it easy for first-timers to navigate and get familiar with the platform by creating tips on how to set up the platform.
  
  

• Create a tracking and metrics visualisation

  Design a simple and clear dashboard that allows admins to visualise operational activities that help to manage client issues.
  
  

• Enhance administrative control

  With an improved UI, admins can manage clients and team members easily.

  
  

The redesign of the Badu SaaS platform represents a significant step forward in improving user experience and usability. The new interface promises to address pain points, enhance user satisfaction, and optimise workflow efficiency through collaborative communication, empathetic design, and iterative prototyping.

While it is in its concluding development phase, early user feedback and internal testing indicate a positive reception, suggesting that the redesign holds substantial potential to impact user engagement and product adoption upon launch positively.