Rep CoPilot

HIRA - AI Agent

My Role - as Design leadership

As a project lead, my role was to provide a solution integrating AI agent to help rep's complete their daily tasks with real time accurate store inventory, comparisons of promotional products and competitor markets, scheduling & re scheduling appointments and calls, manage sales Etc ..

My role also included recruiting skilled designers and researchers. Lead design strategy and delivery uptill proven performance improvement with user testing of the POC.

Background

HIRA by pushing the limits of human - device interaction with cutting edge AI solution.

The AI Agent focuses on enriching task management boosting the store visit and daily task experience management by voice to text approach and enabling reps to conquer daily tasks with ease & efficiency.

World's leading consumer healthcare company had multiple medical representatives who cater to promote and sell pharma products to healthcare professionals & stores.

High Level Goals

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Enhance & improve sales rep's daily performance.

Propose AI Agent with user centered design recommendations for responses.

Personalized & more human like touch.

Integrating more innovative and intuitive visual experience for the reps.

Understand repetitive responses & requirements to create patterns.

Measure improvements in performance of tasks in measurable statistics.

Key Deliverables

Stakeholders’ interview
Contextual research
User personas
Conduct discovery workshops
Focused user interviews
Research analysis & findings
User journey map
Design strategy
Wireframes
Key design concept
UI design prototype
Usability testing

Reduced time for task management in store

54%

Overall sale increased

30%

Strategic pivot resulted in store addition by

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CASE STUDY

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Discover

Understanding Rep to Store journey

To craft a workable solution, the robust journey of the sales rep was crucial to understand. Below user journey is focused on a daily tasks of a sales rep, task phases & pain points.

High level ia

6 step of call cycle

Rep mindset

journey chart

research

Personas

User ( Reps) research workshop

Uncover

Repetitive & Common Daily Struggles of Reps

Communication

Traffic & delays

Dealing with traffic and unexpected delays can disrupt the schedule and cause inefficiencies in visiting multiple stores.
Store manager availability

Store managers being busy or unavailable can lead to the need for rescheduling appointments, impacting productivity.
schedule & rescheduling on the go

Sudden Cancellations of store appointments or on the go appointment scheduling
Route optimisation

Better tools for optimising routes in real-time, considering factors like traffic, could improve efficiency during store visits.

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complex tasks

Inventory management

Past and current availability & management of store inventory

Offline Functionality Support

Better support for offline functionality is essential for areas with poor connectivity to ensure seamless work operations.

Shelf display design

Visual set up of prime promotional products within the store is most time taking task

Check in and check out with head office / manager

Ensuring smooth communication and collaboration with the team and head office using various tools and platforms can sometimes be complex.

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Information based data generation

Product Promotions

Keep updated with Products addition, current product changes and specification changes with promotions. Unavailability of comparison.

Competitor brand Comparisons

Dealing with competition from other brands requires sales representatives to continuously differentiate and promote their products effectively.

Staying updated with Product Information

Keeping up with the latest product information and industry trends can be challenging but is crucial for effective sales pitches.

Enhanced usage of AI Tools and comply latest technology

Faster and more intuitive AI tools for generating shelf layouts can save time and improve the effectiveness of product placements in stores.

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Generative queries like "Show past product inventory with store", " Summarise weekly revenue against last month."

Visualisation queries like "Generate 3 combinations of Shelf display for the store "

Informational queries like "Need comparison with competitor product for eye care."

Complex queries like "Show Avg order value bifurcation for the store against last month."

Transactional queries like "Raise procurement request for cosmetics for 3 stores together."

Design Principles

Conversational AI Design Philosophy

Lean prototyping led approach

Our AI Agent which can be leveraged for different clients and their use cases.

However, I had to come up with user interface from the scratch which caters to sales rep requirements. The key for success of our designs remained in how innovative, natural, human like conversation, comparisons, graphical stats, cros brand comparisons, scheduling & re schedule, follow up reports and beyond features that I addressed as responsive AI Agent.

Content Strategy

Crafting Dialogue flows

HIRA = Your reliable & engaging teammate, ready to help you navigate your tasks!

The sales rep app was built with typical conventional method of series of menus and buttons but to step up and resolve rep struggles and pain points, I decided to design content with conversation to text interface. Applying user centered design approach, I focused on understanding the psychology of rep's conversation patterns with shop managers to create more intuitive results backed with real time data.

Key decisions to optimization the tasks through strategy

Understand Why & when reps use digital device for tasks

Limit / convert / eliminate manual work by tapping through voice prompts & interface.

Easy accesses to most data heavy information

Progress the current mixed journey to more AI driven journey

Give more holistic working environment with the domain through AI Agent

Develop conversational prompts

In special cases, convert conversational prompt to text.

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Reduced time for task management in store

54%

Overall sale increased

30%

Strategic pivot resulted in store addition by

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