Configure Price Quote (CPQ)
Microsoft Professional Services is a multi-billion-dollar
business in which a variety of roles come together to
deliver consulting and support services to our enterprise
customers. Within the selling arm of the business, Service sellers were using old legacy tools for all aspects of the
deal process, however, this tool was not sufficient to cater to all the latest needs of sellers. To tackle this challenge in late 2019 and we set out to build a dedicated quote
management tool known as CPQ (Configure Price Quote) to bring greater productivity and efficiency to users.
May 2019 - March 2020
Key Leadership Responsibilities
Team Leadership & Mentorship: Guide, mentor, and support designers' growth and performance.
Stakeholder Collaboration: Align with product, engineering, and leadership teams; present designs and incorporate feedback.
Strategic Vision: Define and maintain the design strategy aligned with business goals.
Innovation & Process Improvement: Implement workflows, stay updated on trends, and inspire innovation.
Performance Management: Set expectations, track progress, and ensure on-time, high-quality delivery.
Promote the Squad Model Approach: Reduce UX debt by involving cross-functional teams early in the decision-making process.
Key Design Responsibilities
Design Execution & Quality: Oversee design from concept to delivery, ensuring brand consistency.
User-Centered Design: Integrate research insights, focusing on usability, accessibility, and inclusiveness.
Design Systems: Leverage existing components to create scalable designs and collaborate with the design system team by contributing new, unique components to the universal repository.
Prototyping & Testing: Create prototypes, validate concepts, and iterate based on feedback.
Handoff & Collaboration: Document designs and collaborate with developers for seamless implementation.
MY Role - DESIGN LEAD
Design Strategy and Vision, Interaction design, Visual design, Prototyping, Testing, Accessibility, Partnering
with research, Cross functional team collaboration , Design Execution and Quality Control
Quote creation is currently cumbersome and lengthy.
Manual work-rounds and alignment are currently necessary
Current tool is missing key functionality of bulk actions
Current tool is missing key functionality for quoting.
Disparate proposal templates prevent Microsoft from showing up as a unified front.
Need functionality to compare and duplicate quotes
We conducted primary and secondary user research
by partnering with research team to better understand this problem space.
DISCOVERY
Uncovering user needs and pain points
UX GOALS
Partnered with researcher to define user goals based on foundational research study
Optimizes value for my customer
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Easily create and manage multiple quote iterations for my customers…
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Easily perform the majority of deal modeling within the tool vs. offline processes…
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Easily identify and locate relevant packages for my customers…
Promotes a unified front
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Consistent, uniform, and professional proposal documents…
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Enable effective collaboration and coordination among team members.
Increases my agility and customer responsiveness
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Quick and easy-to-use…
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It gives me an at-a-glance view of all my quotes and their details…
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Expedites the quote approval process…
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Expedites the publication of the final quote…
Learn fast and course correct!
With key insights in hand, I conducted multiple working sessions with the core SQUAD team (Research, PM &
Business) to ideate, create and rapidly iterate on a set of low-fidelity wireframes in Figma for early concept validation.
CONCEPT
Early Prototype and validation
Along with the researcher we then set up an evaluative user study to get feedback on the concept. We crafted scenarios and tasks for users to think through and asked them to walk through the concept during 1:1 interview sessions.
The results yielded numerous findings and recommendations which helped us identify what was working and was not working. The study also helped us determine the right path forward.
DESIGN - FINAL
I need to use available tools and software to create a reliable, scalable network that enables us to meet business goals
Services Solution Sales Specialist
PRIMARY PERSONAS
VALIDATION AND USER FEEDBACK
As we progressed through high-fidelity designs, we conducted targeted follow-up user studies in collaboration with the Research team. In these studies, users provided feedback on core tasks and responded to several rating questions to validate the design against UX goals. This study was conducted in parallel with the official product pilot.
