Case Study: Designing High-Value Activity

Problems to solve

Time Management

Speed

Prioritization

Scalability

Information Management

We spend time in email to create future action and results. But the interfaces we use can get crowded with low-level details and unusable information.

To increase focus and save time, the most important work should be at the forefront. In this case study, we use our design process to enable more high-value actions and arrive at significant decisions sooner.

Inbox
16,180
Prioritize Actionable Messages
August 2019
S
M
T
W
T
F
S
Create Meetings / Tasks
Send
B
I
U
Send Emails

Questions to ask

Is this the right problem to solve?

What solutions already exist?

Who are we making this for?

What does a successful result look like?

What is the onboarding experience?

Enterprise software, designed for all customer-facing departments. Existing tools work, but efficiency varies greatly. Mandatory rollout and training will be supported.

Solving this problem will fix inefficiency and bring focus across the organization, which will improve output per staff.

9:00 AM
Dunder Mifflin Shareholders Meeting

Agenda: Introduce 45-day plan to fix company

Tomorrow
Meet With Scott's Tots

Reminder: bring lithium laptop batteries

Andy
Sorry, I really schruted that
Dwight
Schrute Farms Reservation
Andy
Sorry, I really schruted that
Dwight
Schrute Farms Reservation
Time
Event

Agenda

Andy
new
Sorry, I really schruted that meeting
Dwight
Schrute Farms Reservation
Invite: Aug 5, 2 PM
Michael
FWD: Pictures from Jamaica
Kevin
Re: I did the numbers
doc
xlsx

Research and exploration

Bulk selection

Clicking a small checkbox to select an email requires more accuracy to click than necessary.

We researched more efficient bulk selection methods enabled keyboard shortcuts (press ⌘ + drag to select).

Andy
Sorry, I really schruted that
Dwight
Schrute Farms Reservation
Andy
Sorry, I really schruted that
Dwight
Schrute Farms Reservation

Calendar sidebar

The inbox and calendar go hand-in-hand. Both tools on the same page can be enabled in most email clients, but most users do not know that the option exists. We implemented a calendar sidebar by default.

9:00 AM
Dunder Mifflin Shareholders Meeting

Agenda: Introduce 45-day plan to fix company

Tomorrow
Meet With Scott's Tots

Reminder: bring lithium laptop batteries

Previews and attachments

Emails containing attachments are likely to be important. Can a preview improve efficiency?

Although the concept of a preview is visually appealing, most attachments sent at the enterprise level do not translate well into a preview; there is not enough meaningful information to display a small space.

Andy
new
Sorry, I really schruted that meeting tod...
Dwight
Schrute Farms Reservation: Thank you...
Invite: Aug 5, 2 PM
Michael
FWD: Pictures from Jamaica
Kevin
Re: I did the numbers. Here they are ar...
doc
xlsx

Design system

A good portion of our work day is consumed in email, so the experience should feel productive, modern, and elegant to work in.

We used bright colors and animations to stand out, while staying close to the traditional layout to make it easy for users to jump right in.

Time
Event

Agenda

Problems solved

Speed

Information Management

Prioritization

Scalability

The selection checkbox found in most email interfaces was removed in favour of the options button and keyboard shortcuts that can facilitate faster bulk selection. With minimal onboarding, efficiency can be improved across the enterprise.

Clicking on
now enables the selection function and access to other organized views.

Andy
new
Sorry, I really schruted that meeting...
10:00 AM
Dwight
new
Schrute Farms Reservation: Thank y...
7:50 AM
Michael
FWD: Pictures from Jamaica
Yesterday
Views
Default
Selection
Sort by Activity
Sort by Opportunity
Add New View

Solutions

Speed

Time Management

Prioritization

Advanced features that were once available only with other sales engagement tools are now available natively in the interface.

Read status, scheduled messages, and reminders are built-in so that users can get more focused high-value work done.

From
Subject
Replies
Views
Activity
David
Re: Big-picture decisions
1
2
Today
Ryan
Re: Dunder Mifflin Infinity
6
30
Today
Charles +1
Re: Jim's performance review
2
10
1d
Christian +1
Re: Meeting at Chili's
3
4
2d
Recommended: view on larger screen for desktop demo.