Microsoft's Technical Account Managers manage customer relationships and product implementation world-wide.
Product Goals:
1. Improve efficiency and effectiveness of TAMs to manage client needs.
2. Move offline tasks online.
3. Design a completely new product to support these critical role staff.
Process:
1. User research worldwide discovered key pain points and issues previously unknown to the business and IT team.
2. Created new user flows and wireframes to improve efficiency, usability and simplicity.
3. Validated new concepts with users in participatory design research.
4. Collaborated with IT and development in agile process.
5. Created a new dashboard to summarize key information important to end users.
Outcomes:
1. End users rated the new experience very highly for efficiency and usability.
2. Consolidated tools & backend systems.
3. Made it easier for users to work with their customers.
4. Visual design that maximizes user experience and simplicity.
