JTBD: Lead management app
This post is about the background and the jobs to be done used for the Engage Lead Management app. For the prototypes, please check: prototype 1 that covers the basic workflow and prototype 2 that shows its integration with the user email account.
Background
It is a tool to manage relationships between agency consultants with their clients (and eventually with their workers too).
It’s not only about tracking but also consolidating communication between a recruitment consultant and her clients / potential clients in sales activities.
Every recruitment agency has its own sales process hence the challenge is to identify which features that are essentials for them.
Jobs to be done
1. Create a lead
When Rachel was informed that a construction project requiring some workers in the next month, using the contact’s name, Sam and his phone number she was given, she wants to register this information as a lead so that she can plan, record, and track her effort to turn this into a deal. She would also want to include Tegan on this so that the both of them can work together to increase the chances to be successful.
Assumptions
Tegan is already registered as a team member
Workflow
Rachel: Navigate to lead > Create new lead > Enter Name and phone number > Add Tegan > Save.
Platform: It would ask her to name the lead - give logical reason to do so.
Rachel: OK, got it. Enter lead name > Save
Lead created
Platform: Confirm the successful of the creation of the lead and inform that Tegan has been added to the lead.
Notes
Worth considering while creating a lead:
May be needed to advise user to enter the lead name so that she would have something to refer to in her conversation.
Encourage user to enter the approximate value even if she doesn’t know yet because it’s always positive to give some sense of size of what this lead is aiming to secure.
If it’s the first lead, congratulate user for doing it for the first time! Give some suggestion on what she may want to do first, provide a product tour or watch a tutorial etc.
2. Create a task
After registering a lead, Rachel wants to create a bunch of tasks - the standard ‘stuff’ she would normally do when she begins her sales process - and put it in any particular order so that she is set for what she needs to do to move this lead closer to a deal.
Assumptions
Call Sam to find out more about his project and whether her company can help
Send Sam a follow up email
Workflow
Rachel: Go to task on the lead page (option 1) > Enter task name, - offer her to enter details or attach files if necessary, when it’s for (pre-populated with today’s date), when’s the due date, who’s the assignee (pre-populated with her name) and what is the context (pre-populated with leads name) > Save
Alternatively, go to the main menu > Select ‘create task’ …
Task created
Platform: Confirm the creation. The task will be visibly added to the task area/panel. The key information is highlighted. The task count is also updated to reflect this.
Notes
Things to consider:
Offer the user to set a reminder by choosing a date and a time. The date has to be between when-it’s-for date and when-it’s-due date. And when that happens, the platform will notify the user via email, platform notification and/or sms depending her settings
3. Log a call
When Rachel finished calling Sam she wants to log it, summarise the outcome and create a bunch of follow up tasks so that she, Tegan and anyone else in her team wants to track the progress and take the necessary action.
Workflow
Rachel: Go to the main menu > Select ‘Log call’ > Enter the following:
The destination phone number (pre-populated with Sam’s),
The purpose of the call,
The summary of the outcome i.e. a more accurate size of the lead, Sam’s contact details (business name, location, email address) and rough spec of the kind of workers required.
The time and date of the call (pre-populated with today’s date and x-20 mins where x = the current time.
Then > add followup task and create 2 tasks:
Task 1 > Email Sam about the summary of the call
Task 2 > Create a draft vacancy
Task 3 > Search for workers suitable for the vacancy - assign it to Tegan
Task 4 > Email Sam back in 3 days
Then > Save
Call logged then 2 tasks created
Platform: All these items should be logged and visible on the main area.
4. Update lead details
When Rachel receives more information about the lead, she wants to update the lead detail page to ensure she and anyone working on or interested in the leads gets the most updated and contextual info.
Workflow
Rachel: On the Lead application - navigate to the lead she wants to update.
Go to main menu > Edit
Lead detail page turns to edit mode
Rachel: Enter business information - which leads to the create business workflow, then
Enter Sam’s job title - which will offer him to create a contact, then
Enter some background information about the Lead and/or something specific like location, etc.
Then > Save
Lead updated
Platform: Changes to the lead details are logged in the activities.
5. Log e mail
After Rachel finished emailing Sam about the summary of the call they had earlier today, she wants to log this activity so that she can complete the task and move on to the next one.
Workflow
Rachel: Go to the main menu > Select ‘Log email’ > Enter the following:
Recipient email - repopulated by Sam’s
Purpose of the email
Describe the the email
Date and time when the email was sent
Then > Save
Email logged
Platform: Email log is registered successfully and visible to the activity
6. Catchup with the lead
When Tegan received a platform notification telling her she’s invited to be part of a Lead by Rachel, she want to catchup with the progress and understand the current situation so that she knows what’s missing or needs to be done and take action upon it.
Workflow
Tegan: Navigate to the the notification centre, click the link. This will take her to the lead page where she can see exactly all the things that have been done, who did them, when they were done and what the outcomes were in a clear and concise way, easy to follow structure. So that she can directly comment, ask question on any of them which also includes creating or completing a task assign to her.