The Impact from the Solution:
| Avg. # Required Systems | Avg. Time on Task (minutes) | Feature Sentiment Score |
 |
 |
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| Overall: reduced by 3 systems in phase 1, 4 in phase 2 | Overall: Saved 10.6 minutes | Overall: improved by 9 points |
Key Take-Aways:
As these users spanned across a few brands, the number of systems required of them individually varied a bit and were averaged for these results. Additionally, MLS integration was deferred to a phase 2.
Key critical tasks were improved by 10.6 minutes in total – however as the current systems required doing these tasks for each system this time would be compounded by the number of systems (if it takes 10 minutes to perform a task and a user needs to enter it into 5 systems, that would take 50 minutes).
An overall increase in sentiment to the individual features was reported in the related key areas of the application, however note that “sharing” in the current systems was not as straightforward as the new system and not a promoted feature.
User Testimonials/Quotes:
| “Being able to share my details easily is a great feature – I can hopefully cut down some costs I’m currently paying to print physical cards.” – Agent #3 |