Challenge
iCustomer is a social CRM platform created by Plusoft. It allows companies to search, monitor, and analyze comments about themselves on Facebook, Twitter, blogs, digital communities, and other channels by using sentiment analysis. Plusoft is a technical solutions company from São Paulo, with more than 20 years in business and a prominent client base. iCustomer is a complex and robust web-based tool. It includes features such as publication scheduling, search filters, automatic analytics reports, sentiment analysis monitoring through neural networks, and more. Our goal on this project was to create a more intuitive and efficient UI that would reduce the learning curve for new users, without being disruptive for regular users.
Solution
After working closely with the Plusoft team, we created a refreshed look and feel for both the consumer website and the web app, which were now also responsive. We thoroughly reworked the visual design and information architecture to organize the application’s abundant data for its many different types of users. This way, we were able to simplify the tasks that users perform on the web app, without taking away any valuable insights from the clients.
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