Sales Account View
Role: UX Lead | Time: ‘24 to ‘25 | Team: CX Sales | Tools: Figma
Led the redesign of the Oracle CX Sales Account View, shifting it from a collection of CRM objects to a unified, AI-driven account dashboard. The new design integrates performance summaries, key activities, real-time signals, recommendations, opportunities, contact relationships, and order histories, giving sales reps and account managers a complete picture to prepare faster, engage more effectively, and close deals with confidence.
Impact
Increase in sales goal achievement
40%
Reduction in average deal time
50%
Number of panels removed from UI
19
User Goals
Identified sales managers, account managers, and sales reps as the primary users of the Account View, with a deep focus on the account manager’s journey and uncovering her story, goals, and challenges to inform and prioritize the design.
Competitive Analysis
Researched key competitors and conducted a comprehensive feature analysis, evaluating strengths and weaknesses across feature sets, user interface, and innovation. Compiled AI-driven capabilities from each competitor, with concrete examples, to benchmark opportunities and inspire differentiated design decisions.
Information Architecture
Conducted a content mapping exercise to align data from multiple business objects with defined account health score categories. Structured the information architecture across all areas of the Account View to ensure clarity, consistency, and actionable insights.
User Scenarios
Developed user scenario flows to capture the most common situations an account manager would face, detailing her actions at each step. Highlighted key interface sections, identified signature moments, and mapped the supporting content required to enable a seamless experience across these scenarios.
User Interviews
Recruited and interviewed account managers, walked them through user scenarios and early wireframes to gather actionable feedback. Validated core scenarios, refined wireframes, and captured insights, including challenges, tools, quotes, and account details—to ground the design in real user needs.
Prototype
Built an interactive prototype to bring the redesigned Account View to life, showcasing key scenarios, signature moments, and AI-driven insights. Focused on simulating real account manager workflows—navigating health scores, reviewing signals, and acting on recommended next steps. The prototype was used to validate usability, demonstrate design vision to stakeholders, and align cross-functional teams on the end-to-end experience.
Specification
Created detailed design specifications to guide development, documenting layouts, interactions, and data states for each section of the Account View. Ensured design consistency, clarity, and seamless handoff to development..