Social Selling

Social Selling

A smart, easy and efficient platform for distributors to accelerate sales

An smart, easy and efficient platform for distributors to accelerate sales

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OVERVIEW

Social selling is a way for sales teams to use social media to connect with prospects and provide them with value. Consider it similar to lead nurturing, in the sense that the idea is to engage buyers on an on-going, long-term basis.

The goal of this project was to come up with a tool for Nu Skin distributors that allows them to connect with their prospects, built and maintain relationships and convert them into customers.

ROLE & DURATION

Lead Product Designer | Sprinklr
Product Thinking, Information Architecture, Interaction, Visual design, Prototyping & testing

Team: 2 designers, 1 Product Manager

Feb 2017 - July 2017

CLIENT
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The Problem

The traditional buying process is often a one-way “conversation” between the sale rep and buyer. This is achieved by some cold calls, sales demos and qualifying leads. While all still important, the biggest change has happened to the way that people buy.

Today, 67% of the buyer’s journey is now digitally. Like many other MLM marketing companies, Nu Skin struggles to give its distributors a platform that can not only help them in finding the right prospects but also nurturing their customers in order to attain their loyalty and retain them for the longest time.

Why Social?

The first part of the research was to understand why is the trend moving towards social? Benefits of using social over traditional selling methods. The biggest difference between social selling and traditional sales techniques is that while the latter focuses mainly on short-term sales results, social selling is more about building long-lasting relationships.

Taking a step back

The research I conducted helped me understand the needs of a tool for distributors. Talking to Nu Skin brand stakeholders helped me identify some key insights.

 • Product advertisement is always beneficial for the brand but the distributors must tell the truth and not mislead consumers. Nu Skin as a brand has got into trouble a few times when distributors have made false claims about the products.

•  The current sales process makes it difficult for them to retain distributors

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Qualitative Interviews

During the initial discovery phase, Nu Skin helped set up 1-1 interview sessions with their distributors. I interviewed people of age groups between 23-59 years, with diverse backgrounds to understand their approach to selling Nu Skin products.

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“I’m a new mom, currently on sabbatical. I liked Nu Skin products and I thought this could be a good way to earn some money. But, it is a time-consuming job to create posts on every channel and then ship products to the customers.”
Sarah Burman  29 yrs, New mom

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“I’m a college student and a Nu Skin distributor for almost a year now. It’s difficult for me to find people and tell them the right things. It's not so easy to sell someone an acne solution without making them feel bad about there skin. Is it? ”
Aster Wilson 20 yrs, Student

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“I was a college professor for 25 years. On my neighbor's recommendation, I decided to be this Nu Skin distributor. It keeps me occupied but lately, all this buying and shipping products is taking a toll on my health."
Richardo Kann 51 yrs, Retired

Insights

After conducting countless user interviews, contextual inquiry and analyzing the gathered data, I was able to categorize the insights into these 3 categories

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Early Concepts

Using the insights I gathered from the research, I began creating user flows.

I started creating the information architecture and low-fi concepts for primary use cases. After having a go-ahead from the Product Manager, developers, and Stakeholders on the mockups, we began to conduct usability tests with the low-fidelity mockups. Once we had confidence in the design, we began digitalizing designs.

Using the insights I gathered from the research, I began creating user flows.

I started creating the information architecture and low-fi concepts for primary use cases. After having a go-ahead from the Product Manager, developers, and Stakeholders on the mockups, we began to conduct usability tests with the low-fidelity mockups. Once we had confidence in the design, we began digitalizing designs.

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My Social

A smart, easy and efficient platform for distributors to accelerate sales

"A smart, easy and efficient platform for distributors to accelerate sales"

Sales Intelligence and AI empower distributors to find prospects and nurture them with pre-approved content, then connect one-on-one, at just the right time. 

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SIGN UP VIA NUSKIN WEBSITE

Sign up as a Distributor

1. Choose an account type: Individual or Business
2. Fill a form with your personal information and agree to the terms & conditions
3. Once the profile is verified an email with a username, password and app link is shared.

User onboarding flow

User Onboarding Experience was the most important part of this platform. Our first prototype had failed in the usability test. From that, we learned that these naive users have been given no prior training material for this platform while signing up for the distributor job.

A quick onboarding to show our users the value the platform has to offer them.

Creating the first post

Going back to the old school way. To help users onboard effortlessly, we make the users accomplish their key tasks with our help. These key tasks include: creating their first post, connecting their social accounts and engaging with prospects. It. makes it easy for them to nurture clients with pre-approved content, then connect one-on-one, at just the right time. It also alerts distributors when someone in their network shares a life event like starting a new job, having a baby, or moving.

Users can pick content from the library and make it personalized with the tips shared.

Discovering & Engaging with prospects

AI and Sales intelligence help distributors find prospects to sell products. It helps strengthen prospect relationships by providing critical customer insights to drive one-on-one interactions, acquisition, and retention.

The checklist plays a crucial role in guiding users to the next steps and unleashing the platform capabilities.

Prospect buys the product

Once the prospect receives a reply from the distributor. She can click on the shared product link and buy the product online from the website without any third party being involved.

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When the prospect gets a reply from the distributor and clicks on the product link

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She gets redirected to the Nu Skin website where she can easily buy the product and track its delivery

When a prospect becomes a customer

After the prospect has purchased the product, the distributor receives a notification. Distributors are paid from the retail markup on products they sold. To simplify the distributor’s life, there is a list of steps ‘Sales Playbook’ pre-created from them, in order to retain customers.

After the prospect has purchased the product, the distributor receives a notification. Distributors are paid from the retail markup on products they sold. To simplify the distributor’s life, there is a list of steps ‘Sales Playbook’ pre-created from them, in order to retain customers.

Clicking on the notification takes the user to prospect details screen. The idea is to kill user ambiguity and guide them towards the next steps in the pipeline.

Additional Features

In the age of smartphones, It was essential to bring the platform features to mobile. The next logical step, of course, is to come up with a mobile interface. This enabled distributors to share content, engage with prospects and monitor their growth when on the go.

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CALENDAR
Sync personal mail and track your posts and tasks from one place.

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PERFORMANCE
Drive the right outreach at the right time using valuable insights


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FAQ's
Curated set of the most commonly asked questions for beginners

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TRAINING
Short Informative videos to help distributors sell more.

Project Learnings 

1. Talk like a human
At a glance, these tiny clusters of words seem insignificant when compared to the overall site design, content, and navigational flow. But surprisingly, those few little words can derail a sale or frustrate a user if not done right. Speaking the user’s language and guiding them throughout was quintessential. 

2. But first - Build trust
In the first design version, Adding personal accounts was the first and a mandatory step. While testing the prototype we saw that users didn’t want to add their accounts until they saw the entire platform and its value. Hence, in the 2nd version to build trust, we let users discover the platform without the obligation of adding accounts first.

3. Connecting the big picture
Social selling is a big endless cycle. It is important to connect all the dots for the user to help them achieve the bigger goals.

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Let's Connect

Get in touch for any full-time opportunities, or a friendly hello 😀
pratibhajoshi009@gmail.com

Get in touch for any full-time opportunities, or a friendly hello 😀
pratibhajoshi009@gmail.com