Orbis Advisors

CRM System Creation

Role : UX Designer / Developer

Team: 4 members

Tools: Figma, Miro, HTML/CSS/JavaScript

Summary

I worked with Orbis Advisors to design the user experience for a custom CRM system intended to streamline how the business collects client information and manages internal workflows.

The system was built as a team, and needed to support both client-facing forms and internal administrative tools, allowing the business to collect visa application information while helping staff manage client enquiries, appointments, and records in one central platform.

The Problem

Before the CRM system was introduced, the process of collecting and managing client information was fragmented and inefficient. Important client details were often gathered through multiple forms or manual communication, which made it difficult to track records and ensure all required information had been submitted.

The business needed a structured system that could:

  • Collect detailed client information through a digital form

  • Allow staff to manage enquiries and client records

  • Notify administrators when required information was missing

  • Centralise appointments and reminders

Without a dedicated system, these tasks required significant manual coordination.

Research & Discovery

To understand the system requirements, I worked directly with the stakeholder to identify the workflows the CRM needed to support.

The discovery process focused on understanding two key user groups:

Client Portal Users

Clients needed a simple way to submit their information through an online form connected to the company’s website.

Key requirements included:

  • A form that collected client details such as name, date of birth, address, contact information, and passport number

  • Additional questions depending on the type of visa application

  • The ability for clients to update their information when needed

  • Notifications when required information had not been submitted

Admin Users

Internal staff required tools to manage client records and coordinate tasks.

Key requirements included:

  • A searchable client database

  • The ability to add or modify form questions as requirements changed

  • A central dashboard to track client enquiries

  • Appointment scheduling through a shared calendar

  • Reminders and to-do lists for staff

  • Notifications when client forms were incomplete

These requirements helped define the core functionality of the system.

Key Insights

From the stakeholder requirements, several design priorities emerged:

  • The CRM needed to support both external client submissions and internal workflow management

  • Staff needed fast search functionality to locate client records quickly

  • Administrators required flexibility to update form questions depending on visa requirements

  • Notifications were essential to ensure missing information did not delay client processing

These insights shaped the structure of the system interface.

Design Process

User Flow Mapping

We mapped the core workflows for both user groups.

Client workflow:

Website → Client Form → Submit Information → Staff Review

Admin workflow:

Login → View Dashboard → Search Client → Review Information → Schedule Appointment

These flows helped define the key screens needed for the system.

Wireframes

Low-fidelity wireframes were created to explore the layout of the CRM dashboard and client record pages. These early designs focused on:

  • prioritising important client information

  • simplifying navigation between records

  • structuring form inputs clearly

This allowed the team to validate the structure before development began.

Prototyping

Interactive prototypes were developed to test navigation and workflow interactions. These prototypes helped stakeholders visualise how staff would move between searching for clients, reviewing records, and managing appointments.

Final Solution

Client Portal

Clients could access a form from the main website and submit their personal details required for visa applications.

The system supported:

  • collection of personal details

  • visa-specific questions

  • alerts when required information was missing

Admin Dashboard

Staff were able to manage all client information through a central dashboard.

Key features included:

  • searchable client database

  • ability to update form questions when requirements changed

  • appointment scheduling through a shared calendar

  • reminders and task management tools

  • notifications when forms were incomplete

This system allowed the business to manage client records and enquiries more efficiently.

Reflection

This project highlighted the importance of understanding stakeholder workflows when designing internal business systems. By focusing on both client submission processes and internal administrative tasks, the CRM system was able to support the complete lifecycle of managing client information.

Working on this project also strengthened my ability to translate business requirements into structured user flows and interface designs.