2023
How we enabled the Central Sales Team of cult.fit to efficiently manage, store and follow-up on leads across 500+ Center Managers.
PRODUCT DESIGN | B2B | DASHBOARD | WEB
My role
Product Designer - User Research, Conceptualisation, UI/UX Design, Prototyping, Usability Testing, Developer-Handoff
Team
Solo Designer with guidance
from a Lead Designer, 1 Product
Manager, 4 Engineers
Timeline
8 Weeks, shipped in
Dec 2023 across all
cult.fit centers in India
Overview
In cult.fit↗, a lead storage system was missing, making it difficult for the team to efficiently track and manage leads. Spreadsheets were used and the data was unorganised. We addressed this by designing a new Lead Management Dashboard, transforming the process into a centralised platform that enables better storage, management, and tracking of leads. This Dashboard also improved the transparency and visibility of leads for the entire Central Sales team.
The new Lead Management Dashboard is now used by the more than 500 Center Managers nationwide and has become the primary tool for tracking leads. It resulted in increase of Day-0 Lead Conversion rate by 20% and increase in the overall revenue of membership sales by 5%.
To set the stage, we need to get some context on cult.fit, the Central Sales Team and the existing tool to manage leads.
CONTEXT
What is cult.fit?
Founded in 2016, cult.fit↗ is a fitness company that offers a holistic wellness experience, operating fitness centers and gyms integrated with digital services. cult.fit has scaled to 500 locations across the country and aims to make fitness accessible and enjoyable for everyone through group classes, gyms, and sports, providing users with flexibility and choice.
The Central Sales Team
The Central Sales Team of cult.fit is responsible for meeting the organisation's sales targets. But with over 500 centers and gyms, the team is divided into 4 levels to ensure efficient management, clear accountability, and scalability.
LEVEL 1
The Central Team
The top of the hierarchy, the central team oversees nationwide sales and performance of the centers/gyms, sets targets, tracks data, and provides guidance and training to the team.
LEVEL 2
City Heads
cult.fit centers/gyms are across many cities. Each city has their own supervisor, called the City Heads. They manage the Regional Managers under their assigned city ensuring they reach their assigned sales target.
LEVEL 3
Regional Managers
Strength: 40+
Manages a geographically region comprising of around ~15 centers, ensuring revenue targets and operational standards are met.
LEVEL 4
Center Managers
Strength: 500+
Responsible for the operations and revenue of a specific center/gym. They are assigned a home center but also assist others if needed.
The monthly sale targets are systematically cascaded from the Central Team and City Heads to Regional Managers and down to the individual Center Managers allowing for clear communication and specific goal setting at each level.
The existing tool to manage leads: cult Partner Portal
Center Managers are the frontline of the sales team who directly interact with the leads, manage their details and convert them into cult members. Anyone above them are Supervisors — Regional Managers, City Heads and The Central Team.
The cult 'Partner Portal' (cult.fit's customer and partner management software) has been the dashboard extensively used by the Center Managers to view the upcoming bookings, track checked-in members, monitor operations, sell memberships, and handle many other tasks related to the centers and gyms. While the supervisors use the partner portal for their own task, they are also responsible to oversee how
the Center Managers are performing.
Image:1
Image:1
The cult.fit Partner Portal
However, in September 2022, the growth team observed that their was no visibility of the lead details in the cult Partner Portal.
PROBLEM STATEMENT:
The cult Partner Portal although used to interact with leads, lacked a system for Center Managers to store lead details. Hence, making it difficult to track and manage leads.
PROBLEM BREAKDOWN:
The lack of a system to store lead details lead to two major problems.
Supervisors lacked direct visibility of the lead details
Supervisors lacked visibility of lead details making it difficult to track the Center Managers performance.
Center Managers would struggled with lead prioritisation
The Center Managers struggled to follow-up with potential leads resulting in missed opportunities.
HOW MIGHT WE
How Might We Implement a system that allows Center Managers to effectively store, manage, and follow up on leads right from the cult Partner Portal, while also enabling the Supervisors to monitor the Center Manager's leads statuses.
THE OLD EXPERIENCE
We studied the existing dashboard
The Product Manager's initial hypothesis was to redesign the existing dashboard to address the problem, reducing both time and effort.
Hence, before kicking-off the design process, we focused on understanding how the existing dashboard on the partner portal serves the Center Managers. There were 2 Dashboards used by them.
The Default View: This Dashboard aids Center Managers to see the head count of
different type of leads, but lacks a detailed view and structure.
Image:2
dribbble.com/sashalazar
Displays the Gym Staff name and the checked-in time in the gym.
Count of the checked-in trials, new members and existing members.
This entire webpage/
dashboard is called
“Partner Portal”
The sale going on currently is at the top.
Shows the upcoming trials of the day.
Image:2
Default View - CMs typically keep this open throughout the day.
Walkins Dashboard: This Dashboard helps the Center Managers to record details of Walk-in Leads (Leads who visit the gyms or centers directly without any
booking from the cult.fit mobile application).
Image:3
With limited information to record, Center Managers usually have a separate spreadsheet to record the details of the leads.
dribbble.com/sashalazar
When recording a lead, the CM inputs the phone number, name, and type of pack.
This is the only place in the dashboard where CMs can view records of walk-in leads; otherwise, they usually maintain separate records in spreadsheets.
The phone number is hidden, and there is no option to call the lead.
CTA to record a walk-in lead entry.
Button to cycle through records date-wise.
Image:3
Walkins Dashboard - This is where CMs can record details of walk-in leads.
Key Takeaway:
The current dashboards of the partner portal lacked a clear hierarchy and limited capabilities for the Center Managers to perform their task.
There was no detailed view of the leads with no option to follow-up on the potential ones who can be converted to cult.fit members.
To not disrupt the existing workflow of the Center Managers to view the head-counts and record pitches, we decided to create a separate, dedicated dashboard to store lead details. The new space can be integrated later if deemed appropriate. With this, we moved on to start the Design process.
DESIGN PROCESS
Understanding the target users
We decided to study the existing workflow of Center Managers, who would be the Primary Users. The Supervisors were our Secondary Users as we wanted them to see the lead details for monitoring and checking the statuses of the Leads.
As the new dashboard must be mainly used by the Center Managers, we focused on understanding their pain points and conducted interviews. Through direct 1-on-1 and shadowing sessions, we gathered some key insights on their workflow that helped us with the design decisions.
Direct Calls/Chats are preferred
Calls and direct chats with leads was convenient and had better response. The Center Managers would ask for phone numbers which was a manual and slower process.
A calling functionality to follow-up on the potential leads must be added to the new dashboard
Center Managers relied on Spreadsheets.
Most Center Managers would rely on spreadsheets or make their own notes leading to inconsistency in data across different Managers.
A Table format with filters and sorting ability similar to spreadsheets would add to the intuitiveness in the new dashboard.
No standard template
to follow
Some Center Managers record granular data, while others do not record any data at all, resulting in lack of structure. In fact, WhatsApp was the medium for communications.
The new dashboard must standardise the Lead data stored as it would be used by more than 500 Center Manager.
The Jobs-To-be-Done by the users
After understanding the users, me and the Lead Designer who was guiding me, made a comprehensive list of the user jobs. This help us delve into each touchpoint of the users and lay a foundation for the new system.
The Center Manager must be able to:
Store, manage, and update lead details efficiently.
Record comments or notes for each lead.
Sort and filter leads based on various parameters.
Set Follow-up times and implement reminders that prompt them to follow-up with the right leads at the right time.
The Supervisors must be able to:
Monitor Center Manager's Lead statuses and performance through the system.
Utilise the platform as a system for conducting In-center sales meetings.
A simple diagram representing our hypothesis on how the new system would streamline the whole process and remove the usage of spreadsheets or other
methods adopted by the Center Managers to track their leads.
Center
Manager
Store lead details and track them efficiently.
The New System
Monitor the Center Managers and their leads.
Supervisors
Metrics for success
The Stakeholders and my Product Manager wanted to measure the sucess with 2 metrics after the implementation of the new system.
Increase in lead conversion rate, which must lead to an increase in overall revenue of the organisation.
Achieve an adherence rate of over 80% in regions: Bangalore, Delhi NCR, Mumbai, and Hyderabad.
With all our findings, I started the Iterations of the new Dashboard. We wanted to ship fast, so I worked with my engineer to lower the development effort by re-using existing elements from the partner portal while keeping the development effort low for newer components.
Design Decisions and iterations
We named the new dashboard "Lead Management" and started building the layout. To understand our design decisions, I've presented a few of the competing iteration alongside the selected design for the new dashboard.
Iteration 1
Hide Analysis:
3
2
1
3
2
1
What's working
1
Considering Law of proximity, lead actions are grouped together and closer to the Lead name.
2
Each relevant column includes sort/filter options, similar to the spreadsheets used by Center Managers.
3
Table format to show leads works as Center Managers are used to similar tools already.
What's not working
1
Users tend to click on the profile picture or name to open the Lead’s Profile, so a separate CTA for the profile is unnecessary.
2
Comments by the Center Managers are currently hidden behind a CTA. These comments should be visible upfront to aid decision-making.
3
No need of performance bar as we already have a performance section in the dashboard.
A plot twist! We initially expected Center Managers to filter the table by Lead Quality (Hot, Warm, Cold). However, after testing with a few Center Managers we discovered that the they preferred filtering by Lead Type (Active, Lost, Converted).
As a result, we needed to implement a higher-level 'Lead Type' hierarchy for filtering the table instead of relying on Lead Quality.
298
Total Leads
=
+
+
245
HOT
32
WARM
8
COLD
+
13
CLOSED
LEAD NAME
QUALITY
STATUS
Category
TYPE
Last interaction
next follow up
Achieved
₹7.45 L
Remaining
₹2 L
Target
₹9.45 L
₹7.5 L
Expected till date
Cult Gym HSR
Cult Gym HSR
Dashboard
Lead Management
Search member by mobile number
The Lead Type used as a drop-down must now be implemented as a higher level filtering parameter.
Iteration 2
Hide Analysis:
2
1
3
2
1
What's working
1
Search Icon acts as a signifier for search functionality in Lead Name.
2
Last comment is now upfront.
Not not working
1
The Lead Type master tab, which should also change the lead table, is unclear.
2
It's unclear that the drop-down will change the lead distribution equation.
3
Comment is upfront but last interaction date must also be linked with the comment.
I connected with the Engineers again to show them the current Iterations. After some discussions, we decided to have a modular layout.
The layout was divided into an 'Equation Module' and a 'Table Module', organised under the higher level tab - 'Lead Type'. This approach aligned with the developers, as the existing design of the Partner Portal operates on a modular system, making it both easy to implement and scalable.
Higher Level Tabs
Equation Module
Table Module
Iteration 3
Hide Analysis:
2
1
4
3
2
1
What's working
1
The Lead Type master tabs clearly indicate that they will change both the lead distribution equation and the lead table.
2
Comment History allows viewing all previous interactions with the leads.
3
Last Interaction date and time.
4
Modular layout makes it scalable and responsive.
What's not working
1
Grouping next Follow-up option with comments just adds to cognitive overload and losses focus on the actionable elements.
2
Large Follow-up module reduces real estate.
Iteration 4 - Selected Design
Hide Analysis:
4
3
2
1
Why it worked?
1
In spreadsheets the Center Managers mark the rows by different colours to prioritise calling task. This validates the need for “Sort by” master filter for the table.
2
Search by phone number functionality as CMs use phone number to search leads.
3
One Edit CTA for all lead related actions.
4
Smaller Rows increases the real estate of the Table.
SOLUTION
The new Lead Management Dashboard in the cult Partner Portal: Highlights
Below, I have presented the final designs highlighting all the functionalities and features of the new dashboard.
The Lead Management Dashboard: Default View
1 Sept - 31 Sept
1-20 of 76
Sort by:
Next Follow-up
Sort:
Search by phone number
COMMENTS
Comment Tag
QUALITY
STATUS
Category
TYPE
Last interaction
NEXT FOLLOW-UP
OWNER
2023-08-06 • 7:34 AM
Anusha
***** **347
2 trials done. She stays in Indrager. She need few days time will let us know.
4:30 PM • SAT, 19 SEPT 2023
Booked from another number
HOT
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 19 SEPT 2023
4:30 PM • SAT, 19 SEPT 2023
Caleb
2023-08-06 • 8:20 AM
Kanica
***** **347
No incoming calls. Pre paid. Follow up later
4:30 PM • SAT, 19 SEPT 2023
Second Trial
HOT
PENDING follow-up
PT
Trial attended
4:00 PM • SAT, 21 SEPT 2023
4:00 PM • SAT, 21 SEPT 2023
Caleb
2023-08-05 • 9:30 PM
Numaan
***** **347
DNA Call back in 1-2 days
4:30 PM • SAT, 19 SEPT 2023
Come back later
Warm
PENDING follow-up
Renewal
Trial attended
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
2023-08-05 • 10:44 AM
Harish
***** **347
He will come and join us in Sept 28th week. He is not in bLore.
4:30 PM • SAT, 19 SEPT 2023
Travelling
Warm
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
2023-08-05 • 9:30 AM
Ritisha
***** **347
No comment
4:30 PM • MON, 22 SEPT 2023
Pricing Issue
HOT
PENDING
Bootcamp
trial booked
nOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
Created 3 hours ago
Aditya
***** **347
Add comment
4:30 PM • MON, 22 SEPT 2023
Come back later
Cold
PENDING
cultpass
Walk-in
NOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
78
ACTIVE
=
42
HOT
+
23
WARM
+
11
COLD
+
2
Pending
Total
Active
Expired
converted
Cult Gym HSR
Cult Gym HSR
Dashboard
Lead Management
Search member by mobile number
latif_pasha@curefit.com
CF453
T
One single CTA to edit lead details
As the status of the leads keeps updating, we designed the edit modal to enable Center Managers to update lead details whenever necessary. The last comment was included in the modal for quick glance of the lead's last interaction helping the managers to take the right decisions.
1 Sept - 31 Sept
1-20 of 76
Sort by:
Next Follow-up
Sort:
Search by phone number
COMMENTS
Comment Tag
QUALITY
STATUS
Category
TYPE
Last interaction
NEXT FOLLOW-UP
OWNER
2023-08-06 • 7:34 AM
Anusha
***** **347
2 trials done. She stays in Indrager. She need few days time will let us know.
4:30 PM • SAT, 19 SEPT 2023
Booked from another number
HOT
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 19 SEPT 2023
4:30 PM • SAT, 19 SEPT 2023
Caleb
2023-08-06 • 8:20 AM
Kanica
***** **347
No incoming calls. Pre paid. Follow up later
4:30 PM • SAT, 19 SEPT 2023
Second Trial
HOT
PENDING follow-up
PT
Trial attended
4:00 PM • SAT, 21 SEPT 2023
4:00 PM • SAT, 21 SEPT 2023
Caleb
2023-08-05 • 9:30 PM
Numaan
***** **347
DNA Call back in 1-2 days
4:30 PM • SAT, 19 SEPT 2023
Come back later
Warm
PENDING follow-up
Renewal
Trial attended
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
2023-08-05 • 10:44 AM
Harish
***** **347
He will come and join us in Sept 28th week. He is not in bLore.
4:30 PM • SAT, 19 SEPT 2023
Travelling
Warm
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
2023-08-05 • 9:30 AM
Ritisha
***** **347
No comment
4:30 PM • MON, 22 SEPT 2023
Pricing Issue
HOT
PENDING
Bootcamp
trial booked
nOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
Created 3 hours ago
Aditya
***** **347
Add comment
4:30 PM • MON, 22 SEPT 2023
Come back later
Cold
PENDING
cultpass
Walk-in
NOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
78
ACTIVE
=
42
HOT
+
23
WARM
+
11
COLD
+
2
Pending
Total
Active
Expired
converted
Cult Gym HSR
Cult Gym HSR
Dashboard
Lead Management
Search member by mobile number
latif_pasha@curefit.com
CF453
T
Add new comment
Anusha
She was not able to make last week. By this week she will sign up. (She need some time)
4:30 PM • SAT, 19 SEPT 2023
UPDATE lead
Sell pack
ADD Next Follow-up
MARK Lead Quality
HOT
COLD
WARM
Date
time
Add Comment Tag
Lead distribution with different parameters
The Lead equation was an important factor for the Center Managers to see their Lead Distribution to take necessary actions. The Leads Equation modal was designed to accommodate various distribution parameters for the Center Managers to see all types of statuses.
1 Sept - 31 Sept
1-20 of 76
Sort by:
Next Follow-up
Sort:
Search by phone number
COMMENTS
Comment Tag
QUALITY
STATUS
Category
TYPE
Last interaction
NEXT FOLLOW-UP
OWNER
2023-08-06 • 7:34 AM
Anusha
***** **347
2 trials done. She stays in Indrager. She need few days time will let us know.
4:30 PM • SAT, 19 SEPT 2023
Booked from another number
HOT
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 19 SEPT 2023
4:30 PM • SAT, 19 SEPT 2023
Caleb
2023-08-06 • 8:20 AM
Kanica
***** **347
No incoming calls. Pre paid. Follow up later
4:30 PM • SAT, 19 SEPT 2023
Second Trial
HOT
PENDING follow-up
PT
Trial attended
4:00 PM • SAT, 21 SEPT 2023
4:00 PM • SAT, 21 SEPT 2023
Caleb
2023-08-05 • 9:30 PM
Numaan
***** **347
DNA Call back in 1-2 days
4:30 PM • SAT, 19 SEPT 2023
Come back later
Warm
PENDING follow-up
Renewal
Trial attended
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
2023-08-05 • 10:44 AM
Harish
***** **347
He will come and join us in Sept 28th week. He is not in bLore.
4:30 PM • SAT, 19 SEPT 2023
Travelling
Warm
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
2023-08-05 • 9:30 AM
Ritisha
***** **347
No comment
4:30 PM • MON, 22 SEPT 2023
Pricing Issue
HOT
PENDING
Bootcamp
trial booked
nOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
Created 3 hours ago
Aditya
***** **347
Add comment
4:30 PM • MON, 22 SEPT 2023
Come back later
Cold
PENDING
cultpass
Walk-in
NOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
78
ACTIVE
=
42
HOT
+
23
WARM
+
11
COLD
+
2
Pending
Total
Active
Expired
converted
Cult Gym HSR
Cult Gym HSR
Dashboard
Lead Management
Search member by mobile number
latif_pasha@curefit.com
CF453
T
Filtering & sorting options for the Lead Table
With a large amount of leads, Filtering and Sorting options were required to see the potential leads as per requirements. This also acted as a reminiscent of the features used in the spreadsheets used by the Center Managers before the implementation of the new dashboard.
1 Sept - 31 Sept
1-20 of 76
Sort by:
Next Follow-up
Sort:
Search by phone number
COMMENTS
Comment Tag
QUALITY
STATUS
Category
TYPE
Last interaction
NEXT FOLLOW-UP
OWNER
2023-08-06 • 7:34 AM
Anusha
***** **347
2 trials done. She stays in Indrager. She need few days time will let us know.
4:30 PM • SAT, 19 SEPT 2023
Booked from another number
HOT
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 19 SEPT 2023
4:30 PM • SAT, 19 SEPT 2023
Caleb
2023-08-06 • 8:20 AM
Kanica
***** **347
No incoming calls. Pre paid. Follow up later
4:30 PM • SAT, 19 SEPT 2023
Second Trial
HOT
PENDING follow-up
PT
Trial attended
4:00 PM • SAT, 21 SEPT 2023
4:00 PM • SAT, 21 SEPT 2023
Caleb
2023-08-05 • 9:30 PM
Numaan
***** **347
DNA Call back in 1-2 days
4:30 PM • SAT, 19 SEPT 2023
Come back later
Warm
PENDING follow-up
Renewal
Trial attended
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
2023-08-05 • 10:44 AM
Harish
***** **347
He will come and join us in Sept 28th week. He is not in bLore.
4:30 PM • SAT, 19 SEPT 2023
Travelling
Warm
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
2023-08-05 • 9:30 AM
Ritisha
***** **347
No comment
4:30 PM • MON, 22 SEPT 2023
Pricing Issue
HOT
PENDING
Bootcamp
trial booked
nOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
Created 3 hours ago
Aditya
***** **347
Add comment
4:30 PM • MON, 22 SEPT 2023
Come back later
Cold
PENDING
cultpass
Walk-in
NOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
78
ACTIVE
=
42
HOT
+
23
WARM
+
11
COLD
+
2
Pending
Total
Active
Expired
converted
Cult Gym HSR
Cult Gym HSR
Dashboard
Lead Management
Search member by mobile number
latif_pasha@curefit.com
CF453
T
Comment history of the Leads
While managing a large number of leads, it's important for the Center Managers to remember the interaction with the leads to be able to take quick actions. We enabled them to store comments or notes for each lead while also allowing them to see the history of the interactions.
1 Sept - 31 Sept
1-20 of 76
Sort by:
Next Follow-up
Sort:
Search by phone number
COMMENTS
Comment Tag
QUALITY
STATUS
Category
TYPE
Last interaction
NEXT FOLLOW-UP
OWNER
2023-08-06 • 7:34 AM
Anusha
***** **347
2 trials done. She stays in Indrager. She need few days time will let us know.
4:30 PM • SAT, 19 SEPT 2023
Booked from another number
HOT
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 19 SEPT 2023
4:30 PM • SAT, 19 SEPT 2023
Caleb
2023-08-06 • 8:20 AM
Kanica
***** **347
No incoming calls. Pre paid. Follow up later
4:30 PM • SAT, 19 SEPT 2023
Second Trial
HOT
PENDING follow-up
PT
Trial attended
4:00 PM • SAT, 21 SEPT 2023
4:00 PM • SAT, 21 SEPT 2023
Caleb
2023-08-05 • 9:30 PM
Numaan
***** **347
DNA Call back in 1-2 days
4:30 PM • SAT, 19 SEPT 2023
Come back later
Warm
PENDING follow-up
Renewal
Trial attended
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
2023-08-05 • 10:44 AM
Harish
***** **347
He will come and join us in Sept 28th week. He is not in bLore.
4:30 PM • SAT, 19 SEPT 2023
Travelling
Warm
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
2023-08-05 • 9:30 AM
Ritisha
***** **347
No comment
4:30 PM • MON, 22 SEPT 2023
Pricing Issue
HOT
PENDING
Bootcamp
trial booked
nOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
Created 3 hours ago
Aditya
***** **347
Add comment
4:30 PM • MON, 22 SEPT 2023
Come back later
Cold
PENDING
cultpass
Walk-in
NOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
78
ACTIVE
=
42
HOT
+
23
WARM
+
11
COLD
+
2
Pending
Total
Active
Expired
converted
Cult Gym HSR
Cult Gym HSR
Dashboard
Lead Management
Search member by mobile number
latif_pasha@curefit.com
CF453
T
Comment History
Anusha
2 trials done. She stays in Indrager. She need few days time will let us know.
She was not able to make last week. By this week she will sign up. (She need some time)
4:30 PM • SAT, 19 SEPT 2023
4:30 PM • SAT, 19 SEPT 2023
OTHER FEATURES
A reminder to follow-up
To address the struggle with lead prioritisation and follow-ups, we introduced a reminder modal that pops up at the follow-up time set by the Center Managers.
1 Sept - 31 Sept
1-20 of 76
Sort by:
Next Follow-up
Sort:
Search by phone number
COMMENTS
Comment Tag
QUALITY
STATUS
Category
TYPE
Last interaction
NEXT FOLLOW-UP
OWNER
2023-08-06 • 7:34 AM
Anusha
***** **347
2 trials done. She stays in Indrager. She need few days time will let us know.
4:30 PM • SAT, 19 SEPT 2023
Booked from another number
HOT
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 19 SEPT 2023
4:30 PM • SAT, 19 SEPT 2023
Caleb
2023-08-06 • 8:20 AM
Kanica
***** **347
No incoming calls. Pre paid. Follow up later
4:30 PM • SAT, 19 SEPT 2023
Second Trial
HOT
PENDING follow-up
PT
Trial attended
4:00 PM • SAT, 21 SEPT 2023
4:00 PM • SAT, 21 SEPT 2023
Caleb
2023-08-05 • 9:30 PM
Numaan
***** **347
DNA Call back in 1-2 days
4:30 PM • SAT, 19 SEPT 2023
Come back later
Warm
PENDING follow-up
Renewal
Trial attended
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
2023-08-05 • 10:44 AM
Harish
***** **347
He will come and join us in Sept 28th week. He is not in bLore.
4:30 PM • SAT, 19 SEPT 2023
Travelling
Warm
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
2023-08-05 • 9:30 AM
Ritisha
***** **347
No comment
4:30 PM • MON, 22 SEPT 2023
Pricing Issue
HOT
PENDING
Bootcamp
trial booked
nOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
Created 3 hours ago
Aditya
***** **347
Add comment
4:30 PM • MON, 22 SEPT 2023
Come back later
Cold
PENDING
cultpass
Walk-in
NOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
78
ACTIVE
=
42
HOT
+
23
WARM
+
11
COLD
+
2
Pending
Total
Active
Expired
converted
Cult Gym HSR
Cult Gym HSR
Dashboard
Lead Management
Search member by mobile number
latif_pasha@curefit.com
CF453
T
Follow-ups
Remind me in 15
Anusha Suresh
+91 99699 45890
10:20 AM • SAT, 15 SEPT 2023
WALK-IN
,
HOT
LAST COMMENT
4:30 PM • SAT, 19 SEPT 2023
She was not able to make last week. By this week she will sign up. (She need some time to decide)
Call
Remind later
Call
Remind later
Numaan K
+91 99699 45890
Call
Remind later
Aditya Shah
+91 99699 45890
A drop-down for the Supervisors.
As outlined in the problem statement, we aimed to streamline the process for Centre Managers while allowing Supervisors to monitor their teams effectively.
To achieve this, the dashboard was adjusted to include a drop-down menu for Supervisors, enabling them to select specific Center Managers or all the managers when logged into the system. This enabled them to see the Center Managers current lead statuses.
1 Sept - 31 Sept
Center Manager:
Aryan Shah
Total
Active
Expired
converted
1-20 of 76
Sort by:
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COMMENTS
Comment Tag
QUALITY
STATUS
Category
TYPE
Last interaction
NEXT FOLLOW-UP
OWNER
Created 2 days ago
Anusha
***** **347
2 trials done. She stays in Indrager. She need few days time will let us know.
4:30 PM • SAT, 19 SEPT 2023
Booked from another number
HOT
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 19 SEPT 2023
4:30 PM • SAT, 19 SEPT 2023
Caleb
Created yesterday
Kanica
***** **347
No incoming calls. Pre paid. Follow up later
4:30 PM • SAT, 19 SEPT 2023
Second Trial
HOT
PENDING follow-up
PT
Trial attended
4:00 PM • SAT, 21 SEPT 2023
4:00 PM • SAT, 21 SEPT 2023
Caleb
Created 3 hours ago
Numaan
***** **347
DNA Call back in 1-2 days
4:30 PM • SAT, 19 SEPT 2023
Come back later
Warm
PENDING follow-up
Renewal
Trial attended
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
Created 1 day ago
Harish
***** **347
He will come and join us in Sept 28th week. He is not in bLore.
4:30 PM • SAT, 19 SEPT 2023
Travelling
Warm
PENDING follow-up
cultpass
Walk-in
4:30 PM • SAT, 22 SEPT 2023
4:30 PM • SAT, 22 SEPT 2023
Caleb
Created 3 hours ago
Ritisha
***** **347
No comment
4:30 PM • MON, 22 SEPT 2023
Pricing Issue
HOT
PENDING
Bootcamp
trial booked
nOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
Created 3 hours ago
Aditya
***** **347
Add comment
4:30 PM • MON, 22 SEPT 2023
Come back later
Cold
PENDING
cultpass
Walk-in
NOT INTERACTED
4:30 PM • SAT, 22 SEPT 2023
Caleb
78
ACTIVE
=
42
HOT
+
23
WARM
+
11
COLD
+
2
Pending
Cult Gym HSR
Cult Gym HSR
Dashboard
Lead Management
Search member by mobile number
latif_pasha@curefit.com
CF453
T
Drop-down menu to select specific Centre Managers or all managers.
IMPACT
The system became the go-to tool for Sale Team's huddles and streamlined the process.
The new Lead Management Dashboard quickly became the talk of the sales team. It fulfilled our PM's visions and opened up opportunities for additional features in the partner portal.
“This is what I was looking for, this can replace the excel sheets.”
- Gauthaman, Product Owner, cult gyms
20% Increase
in Day-0 Lead Conversion.
5% Increase
in Overall Revenue
500+
Center Managers use the system everyday!
*Data last updated on July, 2024.
RETROSPECTIVE
Some takeaways!
Aligning with the developers from the start is crucial
Some of my initial designs exceeded the developer's bandwidth, leading to a few revisions. Understanding technical constraints early on could have resulted in a smoother design process.
Working with multiple levels of stakeholders was fun
Engaging with the Central Sales Team helped me better understand their goals and aid my design decisions. Plus, understanding their workflow was a valuable experience for me as a product designer.
Continuous Feedback & Testing at every stage was game changing
Previously, I seek feedback after significant design iterations, but engaging with stakeholders throughout the process allowed me to explore each touchpoint more deeply leading to a more user-friendly design.