Commune-X

Is it possible to boost Retention Rate to more than 70% by just a redesign? Kreeya made it possible for Commune-X CRM Platform

Project Thumb
Project Thumb

Web, Mobile

Corporate Services

B2B SaaS

Growing Business

Boston, MA

Company Overview

Commune-X is a comprehensive marketing CRM platform built to help businesses streamline customer engagement, nurture leads and manage customer relationships effectively. Designed to simplify complex marketing workflows, the platform provides tools for campaign management, customer segmentation, and lead tracking. Our goal was to make the platform intuitive and user-friendly, helping scale-ups create impactful marketing strategies without the usual complexity.

Challenges

Commune-X faced several UX challenges that undermined both user retention and campaign efficiency. Complex navigation and non-intuitive workflows made it difficult for marketing teams to complete essential tasks like setting up campaigns and generating reports, often leading to abandoned processes. Overwhelming data views and cumbersome lead tracking further muddied the experience, preventing users from extracting the insights they needed. The steep learning curve added to the frustration, ultimately hindering engagement and impacting solid business performance.

Our Design Approach

Discover
  • Discovery workshops
  • User Research
  • UX Audit
  • Heuristic Evaluation

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UI/UX Design
  • Wireframes and prototyping
  • Usability testing
  • UI Design
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Deliver
  • Design System
  • UI Screens

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User Research

To build a CRM that truly met user needs, we began by investigating pain points across marketing teams. Data analysis showed that users often abandoned tasks due to complicated navigation and a lack of intuitive workflows.

Analysing data - What users are doing?
We conducted a deep dive into user analytics to identify common pain points in the platform. Key findings indicated that users struggled with navigation and workflow completion, leading to frequent drop-offs during key processes like campaign setup and reporting.
Talking to users - Understanding the “WHY”
Through user interviews, we learned that marketing teams were frustrated with the steep learning curve and found that tasks took longer than expected. The platform’s complex interface created friction, causing users to feel overwhelmed and often requiring customer support assistance to complete tasks.
Pain points Uncovered
  • Unintuitive layout hindered campaign creation and management..
  • Complex interface and users unable to find existing functionalities.
  • Overwhelming data views, creating user fatigue.
  • Complex reporting made it difficult for users to extract actionable insights.
  • High churn rate due to poor user experience in lead tracking.

Ideate - Prototype - Test

We held collaborative brainstorming sessions with stakeholders, generating ideas to simplify the user journey and improve functionality. Wireframes focused on intuitive navigation, reducing clicks for core tasks, and introducing a modular dashboard for tailored user experiences.

Solution

Using a human-centered approach, we identified pain points in campaign management and lead tracking, leading to a more intuitive navigation structure and streamlined features. Our iterative design process ensured that each improvement supported users’ strategic goals, delivering a CRM that scales effortlessly with business needs.

Streamlined CRM Workflow for Improved Lead Nurturing
  • Consolidated lead management steps, reducing friction in the CRM process and helping users focus on high-priority tasks.
  • Improvements: More efficient lead nurturing, higher conversion rates, and reduced user burnout.
Engaging Product Tour for Enhanced User Retention
  • We designed an intuitive product tour to familiarize users with enhanced features, new placements, and recently added functionalities.
  • Improvements: This solution significantly improved user retention and reduced churn rates by ensuring users quickly adapted to and utilized the product’s updates effectively.
Revamped Campaign Management UI
  • Created ready-to-use campaign templates to guide users through each step, reducing complexity and time spent on setup.
  • Improvements: Faster campaign launches, reduced user training needs, and higher productivity.
Interactive and Collaborative Dashboards for Campaign Insights
  • Designed data-rich, interactive  dashboards that provide real-time performance insights and a collaboration center for the all champaign managers to refine ongoing campaigns.
  • Improvements: Enhanced data visibility and better decision-making led to increased product adoption and increased sales.

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The Impact

After implementing the UX improvements, we tracked several key metrics to measure the impact of our work:

30%

Growth in user engagement & platform adoption

40%

Faster campaign setup & execution

20%

Enhanced campaign with precise customer segmentation

25%

Reduction in Churn

“

For our marketing CRM startup, Kreeya created an MVP that was both functional and user-friendly. Her thoughtful design approach helped us validate key features quickly, setting us up for scalable growth.

Tarun Aleti

Co-founder, CTO at Commune X

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