Microsoft Dynamics 365 Customer Engagement Apps

Studio Director, Customer Engagement Applications : Microsoft

Responsibilities

Studio Leadership
Build design team
Manage international team
Studio ROB
Customer & Industry Research
Customer Journey Flows
Visual & Design Direction
User Experience Design
User Research

Modern UX for Cloud Enterprise applications – Sales, Marketing and Service.

I led the Microsoft Dynamics 365 – Customer Engagement Applications Design Studio. A diverse team of about fifty, including product design managers, leads, designers of various levels and specializations, research experts, analysts, and producers. D365 Sales, Service and Marketing made up the core app offering of the D365 CEA Suite.

Dynamics 365 Sales

The UX for the Dynamics 365 Sales Forecasting feature is meticulously designed to empower sales professionals with intuitive tools and insights, revolutionizing the way they predict and plan for future sales endeavors. Seamlessly integrated within the Dynamics 365 ecosystem, the Sales Forecasting feature offers a user-centric interface that simplifies the complex process of sales prediction.

Relationship Analytics is a feature in Dynamics 365 that helps sellers to understand the quality of their customer relationships in real-time. It uses the activity history of a seller with a contact or account and calculates KPIs based on their interactions. The KPIs are available at various levels such as contact, account, opportunity, and lead.

Auto Data Capture is a sub-feature of Relationship Insights that integrates with Microsoft Exchange to find and display relevant emails with other activities that are related to a given record in Dynamics 365. This feature enables more reliable data to power trustworthy intelligence with powerful AI capabilities, made available via Dynamics 365 Sales Insights.

Launching a Contemporary Mobile App for Dynamics 365 Sales: A Strategic Initiative

From User and Market Research to mobile UX best practices and delight factors – releasing an updated, modern and streamline D365 Sales App for iOS was a key project which spanned multiple release cycles and required an international team of experts in order to succeed.

Dynamics 365 Marketing

Dynamics 365 Marketing features Email A/B testing to optimize email performance. You can create different A/B tests (header, body, or full content) to identify the more successful design. After creating the control design and a B version with slight changes, the test runs automatically in a customer journey. Version A is sent to one segment, and version B to another. After a chosen period, the interaction results are analyzed, and a winner is determined based on selected criteria. The winning design is then automatically sent to the rest of the segment.

Layout Editor is a feature in Dynamics 365 Marketing that provides a quick and easy way to alter the appearance of email messages. It allows you to design multi-column layouts using the visual email designer. This feature is especially useful for marketers who want to modify published content.

Dynamics 365 Service

Dynamics 365 Customer Service Insights offers a seamless and intuitive user experience (UX) for enhancing customer support. The platform’s user-centric design streamlines the navigation and accessibility of key features, allowing support agents to efficiently manage customer interactions. With a clean interface and well-organized dashboards, D365 Customer Service Insights empowers users to gain valuable insights into customer behaviors and preferences effortlessly. The UX prioritizes clarity and responsiveness, ensuring that agents can easily access relevant information, analyze data trends, and deliver personalized customer service. Overall, the user experience in D365 Customer Service Insights plays a pivotal role in fostering a productive and user-friendly environment for effective customer support operations.

Dynamics 365 Omnichannel stands out for its user-friendly design, offering a seamless and intuitive experience for enhanced customer engagement. With its well-crafted interface, agents can efficiently navigate through various channels, managing interactions effortlessly. The platform facilitates multichannel communication, allowing for a cohesive and personalized approach to customer service. Dynamics 365 Omnichannel not only prioritizes ease of use but also empowers agents with the tools needed to deliver a consistent and tailored experience across diverse customer touchpoints, ultimately contributing to more effective and satisfying customer interactions.