Omoto

Omoto is a new generation Net Promoter solution. It has been designed keeping in mind how people interact with technology these days and the growing need for businesses. It offers omnichannel feedback collection, real-time escalation and reporting, and descriptive analytics for actionable insights.

To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this project

My Role

I led the design of Omoto from end to end. I have designed an android applicationwhich is used for survey and also created a backend which gives analytics. I led efforts to evolve the service and address customer pain‐points.

The whole design is focused on designing and implementing a complete customer feedback platform that is tied with process improvement and change management to help measure, manage, and monetize customer experience.

Design Process

I was working with founders of Omoto directly which helped me in understanding their needs and address it efficiently, omoto is used for understanding customers. So it has to fit into any kind of business and it should be easy to understand and user friendly.

We started with research, I have spent time with founders asking number of questions to know their expectations and to know priority list. Then I have created user maps and tried creating hierarchy maps in business and listed down tasks of each user and tried to figure out what would be user's priority list. I was not allowed directly interact with end users so I was constantly asking questions to the founders and they used to get back to me with answers.

After research I had a task list and priority list, then I have grouped the task and created work flow charts, from this i was able to understand what should happen at every level and then i have started sketching and at this level i was just trying to see whether the task can happen.

After sketching we had couple of meetings to evaluate both business and technical complexities and values, with the feedback I got at this stage I have started High fidelity mockups ( I prefer doing them!!) and then we were brainstorming at every phase. 

Business team was quite interesting they were like devil's advocate and created more challenges for me, but I enjoyed it.

Android Application

I have kept Android app very simple and interactive. It was meant to know what customer is thinking about your business and to know what areas should you improve. Depending upon the business needs we can keep adding questions from back end.

Management System

This is web application and admin can add users to  each department and create jobs for each user, also it shows the issues customers are facing and who is taking care of it and case progression.

t back end and in android device you can select which campaign you would want customer to answer

We can generate reports for Net Promoter Score, Customer Experience, Custoer Feedback etc.. Every report is designed in a different way so that it is understood easily and user will get the important information just by looking at it.

A time line is shown for every case status to know who all are involved and to know progress done by that employe.