Contact Details Redesign
Resource Bucket
User Delight
Product Type
BoldTrail Front Office
Product Feature
Contact Details Redesign
Product Manager
Scott Jackson
Design Team
Josh Campbell, Director UX/UI
Zach Spanton, Senior Product Designer
Dev Team
CRM1 Team
Clean up the Contact Details, after introducing a page view to maximize space, and present all of the relevant information in a clear, concise manner, focusing on status overview, increased insights into behaviors, improved navigation, mobile browser scaling on the contact details page, and a streamlined timeline history.
Product Vision
As we gather input from some of our top-performing teams to become our advocates, they consistently emphasize the importance of simplicity: "less is more, minimize clicks, and present the most relevant info at the top to help understand the Contact." Therefore, the top section should include quick actions, status overview, and insights into their behaviors, such as average price, favorites, inquiries, and visits. In order to introduce improved experiences within the Contact Profile page, we need to introduce these new features in phases to ensure that the user experience isn’t distributed.
Target Audience & Problem Statement
We monitored current sessions through Full Story and started to identify pain points in the current Contact Details page design.
50,570 users accessing the Contact page
9,536 users encountered an error click
1,876 users encountered a rage click
Users are unclear on the Client Journey and how it aligns with their existing workflows
Mobile responsiveness is important for Agents accessing the page from a mobile browser
Inclusion of Vitals “Awaiting Response” on Contact page is key for Agent accountability and clear next steps
Emphasizing most relevant information about contact is crucial inc. web activity, contact information
Adding “Summary” section improves visibility of high-level summary of contact’s most relevant and important information
Introducing breadcrumb solves for navigation issues from the Dashboard (and other pages)
Key Insights
Scope
Wire Framing & Sketching
Final Approved Wireframe
Applied the BoldTrail design system to high-fidelity wireframes, translating foundational components and patterns into cohesive, production-ready designs. Focused on consistency, usability, and scalability—ensuring each screen aligned with system standards while supporting real-world user flows.
