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hearsay.html
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<!DOCTYPE html>
<html lang="en">
<head>
<meta http-equiv="Content-Type" content="text/html; charset=UTF-8" />
<meta name="description" content="Bowen Li is a product manager and UX designer. He recently graduated with a Master's degree in Human-Computer Interaction at Stanford University."/>
<meta name="keywords" content="bowenli, bowen, li, interaction designer, user experience, user interface, human centered design, stanford, design, interaction, interface"/>
<meta name="robots" content="NOODP"/>
<script src="https://use.typekit.net/znq2wga.js"></script>
<script>try{Typekit.load({ async: true });}catch(e){}</script>
<link rel=stylesheet href="css/style.css">
<link rel=stylesheet href="css/p.css">
<link rel="stylesheet" type="text/css" href="http://cdn.jsdelivr.net/jquery.slick/1.6.0/slick.css"/>
<link rel="stylesheet" type="text/css" href="http://cdn.jsdelivr.net/jquery.slick/1.6.0/slick-theme.css"/>
<script src="http://ajax.googleapis.com/ajax/libs/jquery/1.10.2/jquery.min.js"></script>
<title>Bowen Li - Hearsay Social</title>
</head>
<body class="page">
<div class="header">
<div class="navigation container">
<div class="logo"><a href="/">Bowen Li</a></div>
<div class="menu"><a href="mailto:bowen[at]bowenli.com">Contact</a></div>
</div>
</div>
<section class="container">
<div class="nudge"> </div>
</section>
<section class="container">
<div class="gutter"></div>
<div class="content">
<div class="pagetitle">Hearsay Social</div>
<div class="tags">
<span>User Experience</span>
<span>User Research</span>
</div>
</div>
</section>
<section class="container">
<div class="gutter">Introduction</div>
<div class="content">
<div class="info">
<div class="description">
<p>I worked on Hearsay Social's CRM team which focused on leveraging social media to create rich customer relationship management data. This meant using Facebook's data to help personal advisors connect with their clients.</p>
<p>Personal advisors needed to be able to quickly pull up relevant information about who they were going to contact.</p>
<p>Financial and insurance advisors manage dozens to hundreds of clients. Often these clients will work with the same advisor for years. Because these types of industries often deal with people's life events (buying a house, having children, buying a car), a good relationship means getting to know clients personally as well as professionally.</p>
</div>
</div>
<div class="pimage">
<img src="img/hearsay/th-h-header1.png" alt="">
</div>
</div>
</section>
<section class="container">
<div class="gutter">User</div>
<div class="content">
<div class="info">
<div class="description">
<p>The primary users are <strong>financial and insurance advisors</strong> whose jobs include sales aspects that rely on personal connections to clients.</p>
<p>Secondary users include compliance officers and assistants to the advisors.</p>
</div>
</div>
<div class="pimage">
</div>
</div>
</section>
<section class="container">
<div class="gutter">Research</div>
<div class="content">
<div class="info">
<div class="description">
<p>Initial research involved contextual inquiries and qualitative user research methods to gain a deeper understanding of how advisors work.</p>
</div>
</div>
<div class="pimage">
</div>
</div>
</section>
<section class="container">
<div class="gutter">Metrics</div>
<div class="content">
<div class="info">
<div class="description">
<p>The main metric of success would be usage of the contact page overall and each individual section. Since this page is mostly informational, the expected usage is more driven by views and time on page, rather than any specific point of conversion.</p>
</div>
</div>
<div class="pimage">
</div>
</div>
</section>
<section class="container">
<div class="gutter">Insights and Designs</div>
<div class="content">
<div class="description">
<p>Advisors have one very specific workflow that they use when making sales calls. They will almost always queue up a certain number of people to call a day and make the calls in succession. The task is almost like going through an inbox and clearing out all the todo's, except in this case each client is an action item.</p>
<p>
Key insights
<ul>
<li>Because of the personal nature of these calls, building rapport early on is very important. The advisor needs to be able to quickly catch up on notes they took from previous sessions as well as see any new social data that might be relevant.</li>
<li>During the call they need to be able to set action items for followup.</li>
<li>It is important to be able to see all the relevant information on a single page so that they don't have to click around when on a phone call with a client.</li>
</ul>
</p>
</div>
<div class="pimage">
<div><img src="img/hearsay/contacts.png"></div>
<div><img src="img/hearsay/h4.png"></div>
<div><img src="img/hearsay/h5.png"></div>
<div><img src="img/hearsay/h6.png"></div>
<div><img src="img/hearsay/h7.png"></div>
<div><img src="img/hearsay/h8-2.png"></div>
</div>
</div>
</section>
<section class="container">
<div class="content">
<div class="title">Learn More</div>
<div class="info">
<div class="description bottomcontact">
<p>Questions? Comments? Get in touch with me.</p>
<p><a href="mailto:bowen[at]bowenli.com">Contact</a></p>
</div>
</div>
</div>
</section>
<footer>
<div class="navigation container">Copyright © 2018 by <a href="mailto:bowen[at]bowenli.com">Bowen Li</a></div>
</footer>
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