Streamlining Contract Compliance Management
Pharmaceutical Sales
Pharmaceutical Sales
INTERNSHIP
INTERNSHIP
Rapid Prototyping
Rapid Prototyping
My Role
My Role
UX Designer
UX Designer
Project Timeline
Project Timeline
Summer 2024
Summer 2024
Tool
Tool
Figma, Salesforce
Figma, Salesforce
What's the problem?
What's the problem?
Key Account Managers (KAMs) at Dr. Reddy’s Laboratories (DRL) were spending a lot of time manually checking different systems to find out if customers were meeting compliance requirements. This process was slow and inefficient, which increased the risk of losing important sales opportunities.
Key Account Managers (KAMs) at Dr. Reddy’s Laboratories (DRL) were spending a lot of time manually checking different systems to find out if customers were meeting compliance requirements. This process was slow and inefficient, which increased the risk of losing important sales opportunities.
Objective
Objective
The goal was to simplify the process by connecting the AI tool Panorama, which flagged compliance issues, with the Salesforce platform (Vision). This would allow KAMs to quickly see and act on any compliance issues. Additionally, I created a system to alert product managers about pricing decisions that might violate legal agreements called Most Favored Network (MFN) clauses.
The goal was to simplify the process by connecting the AI tool Panorama, which flagged compliance issues, with the Salesforce platform (Vision). This would allow KAMs to quickly see and act on any compliance issues. Additionally, I created a system to alert product managers about pricing decisions that might violate legal agreements called Most Favored Network (MFN) clauses.
How might we simplify compliance tracking for Key Account Managers, improve communication between sales teams and Product Managers, and reduce the risk of losing customers to competitors?
How might we simplify compliance tracking for Key Account Managers, improve communication between sales teams and Product Managers, and reduce the risk of losing customers to competitors?
Research Insights
Research Insights
I interviewed KAMs to understand the challenges they faced in tracking compliance. I also spoke with Product Managers and Legal experts to understand the compliance and legal aspects that needed to be addressed.
I interviewed KAMs to understand the challenges they faced in tracking compliance. I also spoke with Product Managers and Legal experts to understand the compliance and legal aspects that needed to be addressed.
Key Findings
Key Findings
Time-Consuming Process
Time-Consuming Process
KAMs were manually checking multiple systems, which was slow and inefficient.
KAMs were manually checking multiple systems, which was slow and inefficient.
Lack of Integration
Lack of Integration
AI-generated insights from Panorama were not being shared with KAMs, making it harder for them to act on compliance issues.
AI-generated insights from Panorama were not being shared with KAMs, making it harder for them to act on compliance issues.
Legal Risks
Legal Risks
There were no automated alerts for pricing decisions that could violate MFN clauses, which could lead to costly penalties.
There were no automated alerts for pricing decisions that could violate MFN clauses, which could lead to costly penalties.
Project Overview
Project Overview
Business Goals
Business Goals
Streamline workflows for Key Account Managers (KAMs) and Product Managers (PMs) to save time and reduce manual work in compliance tracking.
Strengthen customer relationships by improving customer communication and offer competitive pricing to retain clients and avoid losing them to competitors.
Ensure higher compliance by helping Product Managers avoid violating MFN (Most Favored Nation) clauses, reducing the risk of legal issues or penalties.
Streamline workflows for Key Account Managers (KAMs) and Product Managers (PMs) to save time and reduce manual work in compliance tracking.
Strengthen customer relationships by improving customer communication and offer competitive pricing to retain clients and avoid losing them to competitors.
Ensure higher compliance by helping Product Managers avoid violating MFN (Most Favored Nation) clauses, reducing the risk of legal issues or penalties.
Impact
Impact
$500M+ in protected revenue from improved contract compliance and reduced risk of losing customers
30% faster response time for addressing compliance issues and customer concerns
Improved efficiency for over 240+ customers, ensuring smooth contract execution and better customer retention
$500M+ in protected revenue from improved contract compliance and reduced risk of losing customers
30% faster response time for addressing compliance issues and customer concerns
Improved efficiency for over 240+ customers, ensuring smooth contract execution and better customer retention
Problem Statement
Problem Statement
How might we enable Key Account Managers to access all compliance data quickly, without disrupting their workflow, to better support proactive customer management?
How might we enable Key Account Managers to access all compliance data quickly, without disrupting their workflow, to better support proactive customer management?
DESIGN PROCESS
DESIGN PROCESS
But how did I get to the solution?
But how did I get to the solution?
I conducted interviews with two Key Account Managers to understand their workflows and pain points. By analyzing their processes, I identified inefficiencies in how they gathered information and communicated with Product Managers (PMs) and customers.
I conducted interviews with two Key Account Managers to understand their workflows and pain points. By analyzing their processes, I identified inefficiencies in how they gathered information and communicated with Product Managers (PMs) and customers.
Fragmented Workflow
Fragmented Workflow
KAMs faced challenges with scattered data across multiple platforms, making it hard to track compliance issues efficiently
KAMs faced challenges with scattered data across multiple platforms, making it hard to track compliance issues efficiently
Task Delays and Risks
Task Delays and Risks
Frequent back-and-forth between platforms created delays, which impacted the speed at which compliance issues could be addressed.
Frequent back-and-forth between platforms created delays, which impacted the speed at which compliance issues could be addressed.
Short Product Shelf Life
Short Product Shelf Life
The fast-moving nature of product sales and regulatory deadlines meant that missing compliance checks could lead to losses if products weren't used within their shelf life.
The fast-moving nature of product sales and regulatory deadlines meant that missing compliance checks could lead to losses if products weren't used within their shelf life.
In the pharmaceutical industry, product contracts with customers determine sales volume and prices. When customers don’t meet their contractual obligations, DRL risks having products sit in warehouses too long, approaching their shelf life expiration. This leads to waste, losses, and the need to quickly offer competitive prices to keep customers.
In the pharmaceutical industry, product contracts with customers determine sales volume and prices. When customers don’t meet their contractual obligations, DRL risks having products sit in warehouses too long, approaching their shelf life expiration. This leads to waste, losses, and the need to quickly offer competitive prices to keep customers.
DESIGN DECISIONS
DESIGN DECISIONS
Journey from sketches to screens
Journey from sketches to screens
The project then moved into designing solutions that could meet user needs without creating unnecessary complexity.
The project then moved into designing solutions that could meet user needs without creating unnecessary complexity.
Decision 1: Consolidating AI-Generated Insights
Decision 1: Consolidating AI-Generated Insights
At this stage, the company introduced an AI-powered platform called Panorama, which analyzed customer data to identify accounts with compliance rates below 80%. Product Managers (PMs) would use this data to send high-priority compliance tasks to KAMs via Vision (a Salesforce-integrated tool).
My role was to design a consolidated dashboard within Vision, displaying these AI-driven insights alongside task details so KAMs could focus on the most urgent tasks.
At this stage, the company introduced an AI-powered platform called Panorama, which analyzed customer data to identify accounts with compliance rates below 80%. Product Managers (PMs) would use this data to send high-priority compliance tasks to KAMs via Vision (a Salesforce-integrated tool).
My role was to design a consolidated dashboard within Vision, displaying these AI-driven insights alongside task details so KAMs could focus on the most urgent tasks.
Outcome
Outcome
By streamlining insights into a single, accessible location, KAMs gained clarity and efficiency, able to respond to critical compliance needs faster and more accurately.
Decision 2: Minimizing Learning Curve with Familiar UI
Decision 2: Minimizing Learning Curve with Familiar UI
With the KAMs’ high workload, it was essential that the solution fit seamlessly into the tools they were already using.
I kept the interface consistent with Salesforce’s native UI to avoid disrupting familiar patterns.
Designed a single-screen layout that displayed all compliance information without requiring extra navigation, reducing cognitive load.
With the KAMs’ high workload, it was essential that the solution fit seamlessly into the tools they were already using.
I kept the interface consistent with Salesforce’s native UI to avoid disrupting familiar patterns.
Designed a single-screen layout that displayed all compliance information without requiring extra navigation, reducing cognitive load.
Outcome
Outcome
This minimal-change approach allowed KAMs to integrate the new features into their routine with ease, maximizing productivity and reducing onboarding time.
This minimal-change approach allowed KAMs to integrate the new features into their routine with ease, maximizing productivity and reducing onboarding time.
MARKET Validation
MARKET Validation
Validating product features
Validating product features
I wanted to validate my idea early in the process to ensure I don’t waste time and resources creating a product that isn’t a good fit. I mapped risky assumptions about the product's desirability, feasibility, and viability onto a 2x2 matrix, measuring my knowledge of these assumptions and their business impact. Using pretotyping tools, I de-risked these assumptions by conducting experiments, transforming them into XYZ statements, and validating them.
I wanted to validate my idea early in the process to ensure I don’t waste time and resources creating a product that isn’t a good fit. I mapped risky assumptions about the product's desirability, feasibility, and viability onto a 2x2 matrix, measuring my knowledge of these assumptions and their business impact. Using pretotyping tools, I de-risked these assumptions by conducting experiments, transforming them into XYZ statements, and validating them.
My MVP's sweet spot: If all my assumptions are right, I can implement the product idea successfully.
My MVP's sweet spot: If all my assumptions are right, I can implement the product idea successfully.
Market Validation Results
Market Validation Results
DESIRABILITY
DESIRABILITY
15%
15%
students requested for their stats, when the stats were not sent for a week.
students requested for their stats, when the stats were not sent for a week.
FEASIBILITY
FEASIBILITY
50%
50%
students were able to log their dreams regularly for a week and received a dream interpretation. No students could recollect their dreams everyday for 3 weeks.
students were able to log their dreams regularly for a week and received a dream interpretation. No students could recollect their dreams everyday for 3 weeks.
VIABILITY
VIABILITY
20%
20%
landing page visitors showed skin in the game by providing their email address.
landing page visitors showed skin in the game by providing their email address.
PRODUCT FEATURES
PRODUCT FEATURES
Scan & experience the dream logging journey yourself!
Scan & experience the dream logging journey yourself!
Log dreams in 3 steps or save them as drafts!
Log dreams in 3 steps or save them as drafts!
Wake up and log your dream with a few quick taps! Just type in your dream, share how you're feeling, and pick the moods that match.
Got other things to do? No worries! Save your dream as a draft and finish it up later!
Wake up and log your dream with a few quick taps! Just type in your dream, share how you're feeling, and pick the moods that match.
Got other things to do? No worries! Save your dream as a draft and finish it up later!
Gain insights into your mood and dream analysis
Gain insights into your mood and dream analysis
Get detailed insights into your dream patterns and moods! Track your dreaming habits with weekly, monthly, or yearly stats.
Plus, you can share your stats with healthcare professionals for better guidance and treatment.
Get detailed insights into your dream patterns and moods! Track your dreaming habits with weekly, monthly, or yearly stats.
Plus, you can share your stats with healthcare professionals for better guidance and treatment.
Get weekly dream interpretations
Get weekly dream interpretations
Log your dreams regularly to earn a reward—an in-depth dream interpretation at the end of the week.
Select a dream for a detailed analysis of its meaning and significance.
Log your dreams regularly to earn a reward—an in-depth dream interpretation at the end of the week.
Select a dream for a detailed analysis of its meaning and significance.
USABILITY Validation
USABILITY Validation
I designed the usability test in three phases
I designed the usability test in three phases
EXPOSURE TEST
EXPOSURE TEST
I asked users to explore the home screen for a minute. They should tell me what tasks they think they can do there.
I asked users to explore the home screen for a minute. They should tell me what tasks they think they can do there.
TASK TESTING
TASK TESTING
I gave users tasks to test the app's intuitiveness, navigation, and user interaction.
I gave users tasks to test the app's intuitiveness, navigation, and user interaction.
FOLLOW-UP INTERVIEW
FOLLOW-UP INTERVIEW
This helps me understand user opinions on my product. Users can provide feedback or critique.
This helps me understand user opinions on my product. Users can provide feedback or critique.
Usability Test Results
Usability Test Results
USERS
9
9
Tasks
115 min
115 min
Testing Hours
Task Level Metrics
Task Level Metrics
SUCCESS RATE
CONFIDENCE SCORE
EASE SCORE
Test Level Metrics
Test Level Metrics
NPS
=
% OF
PROMOTERS
–
% OF
DETRACTORS
85.5
85.5
SUS
Future scope of the usability test
Finding
Finding
The information banners were meant to explain the app but caused confusion. Users tapped the banner to access Dream history, Statistics, and Dream Interpretations.
The information banners were meant to explain the app but caused confusion. Users tapped the banner to access Dream history, Statistics, and Dream Interpretations.
"At anytime I can just open the app and click on this tab to see my emotional health…"
"At anytime I can just open the app and click on this tab to see my emotional health…"
Insight
Insight
Communicate the purpose of information banners to users. Ensure they understand their function to reduce confusion.
Communicate the purpose of information banners to users. Ensure they understand their function to reduce confusion.
Finding
Finding
Users thought tapping on each section on the statistics screen would show more information.
Users thought tapping on each section on the statistics screen would show more information.
"…what are the possible ways to better my mood …tell me how I can improve…"
"…what are the possible ways to better my mood …tell me how I can improve…"
Insight
Insight
Allow users to tap on sections of the statistics screen for detailed information, enhancing interactivity.
Allow users to tap on sections of the statistics screen for detailed information, enhancing interactivity.
Finding
Finding
Users want to sort dreams by preference.
Users want to sort dreams by preference.
"…a filter would've been useful …to sort the list in the ascending or descending order of date"
"…a filter would've been useful …to sort the list in the ascending or descending order of date"
Insight
Insight
Users must be able to organize dream history by date using a sorting filter. This makes finding specific dreams easier.
Users must be able to organize dream history by date using a sorting filter. This makes finding specific dreams easier.
THINGS I LEARNED
THINGS I LEARNED
THINGS I LEARNED
Usability testing alone isn't sufficient to measure a product's success
Usability testing alone isn't sufficient to measure a product's success
Usability testing alone isn't sufficient to measure a product's success
While usability testing is indeed important for understanding a product's usability and user experience, I realised that it's more important to test the product idea itself. It's vital to test it early and pivot when necessary.
While usability testing is indeed important for understanding a product's usability and user experience, I realised that it's more important to test the product idea itself. It's vital to test it early and pivot when necessary.
While usability testing is indeed important for understanding a product's usability and user experience, I realised that it's more important to test the product idea itself. It's vital to test it early and pivot when necessary.
IF I HAD MORE TIME, I WOULD…
IF I HAD MORE TIME, I WOULD…
IF I HAD MORE TIME, I WOULD…
Have multiple test versions with a larger sample size
Have multiple test versions with a larger sample size
Have multiple test versions with a larger sample size
I would recruit more participants for the usability test and perform market research with a larger sample size. Although it's generally accepted that five users suffice for most user research I believe that the results may vary if the same research is done with a large sample size.
I would recruit more participants for the usability test and perform market research with a larger sample size. Although it's generally accepted that five users suffice for most user research I believe that the results may vary if the same research is done with a large sample size.
I would recruit more participants for the usability test and perform market research with a larger sample size. Although it's generally accepted that five users suffice for most user research I believe that the results may vary if the same research is done with a large sample size.
Perform market validation before building the MVP
Perform market validation before building the MVP
Perform market validation before building the MVP
Rather than working on multiple steps of the project simultaneously during the initial stages of research, I would take a step-by-step approach. This would allow for more iterations based on research and increases the chance of ultimately delivering a product that users need.
Rather than working on multiple steps of the project simultaneously during the initial stages of research, I would take a step-by-step approach. This would allow for more iterations based on research and increases the chance of ultimately delivering a product that users need.
Rather than working on multiple steps of the project simultaneously during the initial stages of research, I would take a step-by-step approach. This would allow for more iterations based on research and increases the chance of ultimately delivering a product that users need.
OTHER PROJECTS
OTHER PROJECTS
Streamlining Contract Compliance Management
Streamlining Contract Compliance Management
Pharmaceutical Sales - Rapid Prototyping
Pharmaceutical Sales - Rapid Prototyping
Designed a system to track customer compliance with product contracts, ensuring timely delivery and accurate pricing. This enhances patient access to necessary products and supports better service through improved feedback and customer relationship management.
Designed a system to track customer compliance with product contracts, ensuring timely delivery and accurate pricing. This enhances patient access to necessary products and supports better service through improved feedback and customer relationship management.
Streamlining Contract Compliance Management
Pharmaceutical Sales - Rapid Prototyping
Designed a system to track customer compliance with product contracts, ensuring timely delivery and accurate pricing. This enhances patient access to necessary products and supports better service through improved feedback and customer relationship management.
Streamlining Contract Compliance Management
Pharmaceutical Sales
INTERNSHIP
Rapid Prototyping
My Role
Product Designer
User Researcher
Project Timeline
8 weeks
Tool
Figma, Salesforce
About the project
The purpose of this project was to swiftly build a minimum viable product (MVP), of a habit-forming mobile application, with a ‘fail early to succeed sooner’ mindset.
What's the problem?
Students want to track and understand their dreams but struggle to recall them, leaving them feeling unsettled and curious about their meanings.
How might we help university students in regularly logging their dreams to provide them with insights into their dreams?
Project Overview
Business Goals
Design a habit-forming product, focusing on core features and MVPs to accelerate development.
Evaluate the product's desirability, feasibility, and viability in cost-effective manner.
Test the usability of the product features and gather user data for informed decision-making.
Impact
Achieved a 97% success rate in helping users to easily meet their goals, significantly enhancing user productivity.
Attained a system usability score of 85.5, reflecting the high usability and user-centered design of the product.
Increased user recommendations by 20%, showcasing the exceptional user experience and driving higher customer loyalty.
PRODUCT FEATURES
Before we explore my design process, here's the final product: a dream logging application packed with essential features to help users track their dream patterns and moods.
Scan & experience the dream logging journey yourself!
Log dreams in 3 steps or save them as drafts!
Wake up and log your dream with a few quick taps! Just type in your dream, share how you're feeling, and pick the moods that match.
Got other things to do? No worries! Save your dream as a draft and finish it up later!
Gain insights into your mood and dream analysis
Get detailed insights into your dream patterns and moods! Track your dreaming habits with weekly, monthly, or yearly stats.
Plus, you can share your stats with healthcare professionals for better guidance and treatment.
Get weekly dream interpretations
Log your dreams regularly to earn a reward—an in-depth dream interpretation at the end of the week.
Select a dream for a detailed analysis of its meaning and significance.
Log dreams in 3 steps or save them as drafts!
Wake up and log your dream with a few quick taps! Just type in your dream, share how you're feeling, and pick the moods that match.
Got other things to do? No worries! Save your dream as a draft and finish it up later!
Gain insights into your mood and dream analysis
Get detailed insights into your dream patterns and moods! Track your dreaming habits with weekly, monthly, or yearly stats.
Plus, you can share your stats with healthcare professionals for better guidance and treatment.
Get weekly dream interpretations
Log your dreams regularly to earn a reward—an in-depth dream interpretation at the end of the week.
Select a dream for a detailed analysis of its meaning and significance.
Log dreams in 3 steps or save them as drafts!
Wake up and log your dream with a few quick taps! Just type in your dream, share how you're feeling, and pick the moods that match.
Got other things to do? No worries! Save your dream as a draft and finish it up later!
Gain insights into your mood and dream analysis
Get detailed insights into your dream patterns and moods! Track your dreaming habits with weekly, monthly, or yearly stats.
Plus, you can share your stats with healthcare professionals for better guidance and treatment.
Get weekly dream interpretations
Log your dreams regularly to earn a reward—an in-depth dream interpretation at the end of the week.
Select a dream for a detailed analysis of its meaning and significance.
Log dreams in 3 steps or save them as drafts!
Wake up and log your dream with a few quick taps! Just type in your dream, share how you're feeling, and pick the moods that match.
Got other things to do? No worries! Save your dream as a draft and finish it up later!
Gain insights into your mood and dream analysis
Get detailed insights into your dream patterns and moods! Track your dreaming habits with weekly, monthly, or yearly stats.
Plus, you can share your stats with healthcare professionals for better guidance and treatment.
Get weekly dream interpretations
Log your dreams regularly to earn a reward—an in-depth dream interpretation at the end of the week.
Select a dream for a detailed analysis of its meaning and significance.
Problem Statement
How might we help university students in regularly logging their dreams to provide them with insights into their dreams?
DESIGN PROCESS
Making sure I was whipping up a cupcake, not a whole wedding cake
In order to build a habit froming product, I employed Nir Eyal’s hook model. To understand user’s potential experience, I visualized how the user might use the product’s features at different phases of the hook model.
Using the Kano model, I listed down potential product features. To ensure that I'm building an MVP and prioritizing core features, I performed a MoSCoW analysis.
Once it became clear what features the product would have, I created a user flow aligning with the Hook Model's trigger-action-reward-investment cycle.
DESIGN DECISIONS
Journey from sketches to screens
I developed a functional prototype. Before finalizing the design, I sought feedback from my fellow UX designers. After considering their valuable input, I quickly iterated my design in a week by following Jon Yablonski's Laws of UX and Nielsen Norman Group's Usability Heuristics for User Interface Design before progressing to the next phase.
Insight
Users struggle to recollect dreams daily, leading to irregular logging.
Design Iteration
Made the progress bar simple and aesthetically pleasing.
Added information banners to help users understand how the app’s reward system works.
Got rid of the calendar.
Added clear title to each section.
Insight
Simplify the dream logging process to improve user experience and encourage more frequent usage.
Design Iteration
Reduced the number of steps for logging a dream and provided a progress indicator.
Streamlined the input fields by adding the ‘choose a date’ field to help users log their dreams effectively.
Got rid of main navigation and instead provided clear labels to help users efficiently log dreams.
MARKET Validation
Validating product features
I wanted to validate my idea early in the process to ensure I don’t waste time and resources creating a product that isn’t a good fit. I mapped risky assumptions about the product's desirability, feasibility, and viability onto a 2x2 matrix, measuring my knowledge of these assumptions and their business impact. Using pretotyping tools, I de-risked these assumptions by conducting experiments, transforming them into XYZ statements, and validating them.
My MVP's sweet spot: If all my assumptions are right, I can implement the product idea successfully.
Market Validation Results
DESIRABILITY
15%
students requested for their stats, when the stats were not sent for a week.
FEASIBILITY
50%
students were able to log their dreams regularly for a week and received a dream interpretation. No students could recollect their dreams everyday for 3 weeks.
VIABILITY
20%
landing page visitors showed skin in the game by providing their email address.
USABILITY Validation
I designed the usability test in three phases
EXPOSURE TEST
I asked users to explore the home screen for a minute. They should tell me what tasks they think they can do there.
TASK TESTING
I gave users tasks to test the app's intuitiveness, navigation, and user interaction.
FOLLOW-UP INTERVIEW
This helps me understand user opinions on my product. Users can provide feedback or critique.
Usability Test Results
USERS
9
Tasks
115 min
Testing Hours
Task Level Metrics
SUCCESS RATE
CONFIDENCE SCORE
EASE SCORE
Test Level Metrics
NPS
=
% OF
PROMOTERS
–
% OF
DETRACTORS
85.5
SUS
Finding
The information banners were meant to explain the app but caused confusion. Users tapped the banner to access Dream history, Statistics, and Dream Interpretations.
"At anytime I can just open the app and click on this tab to see my emotional health…"
Insight
Communicate the purpose of information banners to users. Ensure they understand their function to reduce confusion.
Finding
Users thought tapping on each section on the statistics screen would show more information.
"…what are the possible ways to better my mood …tell me how I can improve…"
Insight
Allow users to tap on sections of the statistics screen for detailed information, enhancing interactivity.
Finding
Users want to sort dreams by preference.
"…a filter would've been useful …to sort the list in the ascending or descending order of date"
Insight