CRM Foxconn

ROLE/SERVICES

UX/UI Redesign

LOCATION

México

YEAR

2024

Project Overview

THE PROBLEM

The internal production process and CRM platform management at Oxconn Tijuana is inefficient and requires improvements to optimize production and administration.

THE GOAL

Redesign the CRM platform to enhance efficiency in the internal production process and provide a comprehensive solution for administrators, allowing them to control and manage all information and processes related to the platform.

THE PRODUCT

Oxconn Tijuana, a Foxconn plant specializing in the manufacturing and assembly of electronic products, has implemented a redesign of its CRM platform. This redesign aims to streamline the internal production process through a more efficient platform for employees and provide administrators with tools to control, upload, and edit all aspects of the platform. The plant leverages its strategic location on the U.S.-Mexico border to optimize the supply chain and logistics, and the new CRM seeks to further enhance these capabilities.

MY ROLE

UX designer designing an an CRM from Foxcon conception to delivery.

RESPONSIBILITIES

Conducting interviews, paper and digital wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, and iterating on designs.

PROJECT DURATION

June 2024 to August 2024

Understanding the user

I conducted interviews and created empathy maps to understand the users I am designing for and their needs. A main group of users identified through the research were production managers and administrative staff aiming to optimize workflows and streamline operations.

This group of users confirmed initial assumptions about Foxconn Tijuana's needs, but the investigation also revealed that outdated processes were not the only factor limiting users from achieving higher productivity.

Other user problems include challenges in navigating the existing CRM system, limited automation capabilities, and the complexity of managing large-scale production tasks manually.

PERSONA AND PROBLEM STATEMENT

Ricardo López

Ricardo López, 30 years old and an independent researcher in Tijuana, wants to continue his education with a doctorate and is looking for a clear and uncomplicated application process. He values transparency in the selection process and wants to be able to track his application, ensuring that all requirements and deadlines are easy to understand. He has been frustrated in the past with confusing processes at other institutions and is annoyed by not receiving updates on the status of his application. His goal is to find a system that allows him to apply easily, capturing all the information correctly, and accessing his application status at any time with automatic updates. As he says, "What matters most to me is a clear and quick application process, without uncertainty about the status of my application."

Starting the design

DIGITAL WIREFRAMES

As the initial design phase continued, I made sure to base screen designs on feedback and findings from the user research

LOW-FIDILITY PROTOTYPE

Using the completed set of digital wireframes, I created a low-fidelity prototype. The primary user flow I connected was finding an item and placing it in the cart, so the prototype could be used in a usability study.

Usability study: Findings

I conducted two rounds of usability studies. Findings from the first study helped guide the designs from wireframes to mockups. The second study used a high-fidelity prototype and revealed what aspects of the mockups needed refining.

Study type:

Unmoderated usability study

Location:

Mexico, TJ, remote

Participants:

5 participants

Length:

10-30 minutes

MAP

For most users, it was not very clear if there were other forms of payment

MAP

For most users, it was unclear if they were adding the products to the shopping cart

MAP

For most users, they did not know if they had purchased the product

CRM renovado para agilizar la producción y gestión en la frontera

Going Forward

TAKEAWAYS

IMPACT

Oxconn Tijuana's new CRM platform has significantly improved the efficiency of the production process and administrative management. Employees now have access to a more efficient platform and administrators have improved tools for controlling and editing the platform, thus optimizing the supply chain and logistics.

A comment from a user: “The CRM redesign has made my daily work much easier. The more intuitive interface and new administrative tools have made production

WHAT I LEARNED

While working on the CRM redesign, I learned that a focus on usability and efficiency is key to optimizing both internal production and administration. Ease of use and accessibility of the tools are critical to ensure that all employees and administrators can use the platform effectively.

NEXT STEPS

1.- ANALYSIS OF USAGE PATTERNS

Implement analytics tools to monitor how employees and managers interact with the CRM platform. This will help identify usage patterns, areas of difficulty and possible improvements based on real interaction data.

2.- ADVANCED USABILITY TESTING

Conduct advanced usability testing with different user groups to evaluate how the new CRM interface adapts to different needs and workflows. These tests will help refine the platform and ensure that it meets the requirements of all users.

3.- DEVELOP AUTOMATION FEATURES

Explore and develop automation features that can reduce repetitive administrative burden and improve operational efficiency. This could include automating reports, alerts and approval processes within the CRM.