Problem / Objectives / Constraints:
To design the flow and interaction to extend an existing feature in Zoho CRM

  • Web Hook User Interface should appear in the ACTIONs part of the Workflow Rule construction UI.
  • The User Interface must be self-explainable to the user.
  • The User must know he can specify his own format (XML, JSON etc) to submit parameters.
  • The user must be able to include CRM fields as parameters with minimal interactions.
  • A user should be able to complete the full Web Hook configuration without reading the HELP documents.

How does a Web Hook work?
Web hook is a data submission through HTTP request method. With Webhooks, the CRM user can notify / submit CRM data to an external app through HTTP requests. Web Hooks are mostly requested in 3rd party management tools for Lead generation and Campaign management.

The Solution:
The Web Hook creation UI appears in the INSTANT ACTIONS section of the Workflow Rule UI.

webhook-appear

The UI Solution explaining the process

webhook-flow

Results of testing the HTML mock :

  • Users were able to identify the ability to define their custom formatted parameter.
  • Ability to include CRM fields in the URL is easily completed without any referring to HELP docs.
  • Compared to an all-expanded view, the proposed expand-on-demand model induced a “easy to use UI” feeling among test users.