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!

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

  1. Made the progress bar simple and aesthetically pleasing.

  2. Added information banners to help users understand how the app’s reward system works.

  3. Got rid of the calendar.

  4. Added clear title to each section.

Insight

Simplify the dream logging process to improve user experience and encourage more frequent usage.

Design Iteration

  1. Reduced the number of steps for logging a dream and provided a progress indicator.

  2. Streamlined the input fields by adding the ‘choose a date’ field to help users log their dreams effectively.

  3. 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

Users must be able to organize dream history by date using a sorting filter. This makes finding specific dreams easier.