SOP functionality
CRM system.
This project is part of a large-scale CRM platform with over 10 functional modules. The case focuses on redesigning a single document management functionality within the system.
An MVP version of the module was initially built using a base template, but it failed to meet business and user requirements, leading to poor usability and limited process transparency.
Problem
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The base document template did not support real user workflows
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Users lacked clarity on document ownership and responsibility
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Document status and progress were not transparent
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The solution did not fully meet security and confidentiality requirements
As a result, the functional flow was inefficient and confusing for users.
1. Create a document
Users can now create a new document by clicking the “Create a document” button. This action opens a new document that is automatically structured with predefined sections. Each section can include multiple subsections, allowing users to organize content in a clear and hierarchical way.
Solution
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The work began with research and analysis of user scenarios and system constraints.
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Based on insights, a new solution was designed and implemented:
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A custom document template fully integrated into the CRM system
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Automatic document creation with a predefined structure by default
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Responsibility logic assigned to the document and its individual sections
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Status visibility to track document progress at each stage
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Full compliance with security and access control requirements
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The solution was iteratively tested and refined.
2. How to check status of the document?
Each section and subsection into the document can be edited by different workers.They have 2 statuses: 'Aprove' and 'Editing'. When All sections will be in statuses 'Aprove' Main editor of the document can check document and Approve all document
My work goals:
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Research. Use Interviews and Usability testing to found UX problems
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User Flows. And A/B testing of them
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Design UX Logic.
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UI Concepts. This is White Label project, We Used our design system and added new templates and components.
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Collaboration with Development
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Post prodaction testing
Result
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Clear and transparent document workflows
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Reduced user errors during document creation and approval
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Improved responsibility tracking and process control
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A scalable solution seamlessly integrated into the CRM ecosystem
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The redesigned module now supports real business processes and provides a clear, user-friendly experience.
3. Additional functionality and communication about documet creation
In addition to content creation, each document includes built-in features such as General Information, an Audit Trail, Chat, and History, enabling users to manage metadata, track changes, collaborate in real time, and review past updates.
