GL Shine Sales Performance and SOP Compliance Alignment

Designed GL Shine to align sales performance with SOP compliance and enrollment targets. Conducted user research with 30+ LCs, BU heads, and managers. Addressed tool overload, lead prioritisation, and low-end device constraints. Implemented dense, accessible UI using MUI with dark/light themes. Post-release, the tool cost dropped by ₹50 Cr/year, LC productivity rose by 50–80%, and SOP compliance reached 85%. Floor satisfaction averaged 4.65/5, delivering both business and UX success.

Research & Strategy, UX Research, UX & UI Design, Usability Testing, Prototype Design

GL Shine was a critical internal tool used by sales teams at Great Learning. Its previous versions failed to meet user expectations due to poor usability, workflow rigidity, and misalignment with business goals. I was brought in as the lead UX designer to identify the gaps, define new goals, and build a scalable, user-centric platform to improve sales performance, SOP compliance, and lead management.

To reimagine the sales platform by harmonising SOP adherence with enrollment targets, improving lead prioritisation, and providing clear visibility and actionable insights for Learning Consultants (LCs), Managers, and Business Unit (BU) heads.

I interviewed over 30 LCs, 4–5 managers, and 2–3 BU heads, combining qualitative feedback with behavioral observations. Key challenges included:

SOP Compliance: LCs often deprioritized SOPs to meet enrollment targets.

Lead Prioritization: LCs used spreadsheets and intuition due to lack of smart lead ranking.

Tool Fragmentation: LeadSquared was used alongside Shine, causing inefficiency and tab overload.

Usability Issues: Rigid UI made it hard to customize workflows or respond to real-time needs.

Our approach focused on reducing cognitive load, streamlining workflows, and preserving user autonomy. Key UX goals:

Empower LCs to prioritise leads efficiently based on source, engagement, and past behaviour

Improve SOP visibility and make compliance frictionless

Eliminate tab overload with in-platform lead management

Provide managers with transparent dashboards and activity insights

We designed with real constraints in mind. Many users had low-end laptops, minimal mouse use, and preferred dense, data-rich interfaces. To accommodate this, we created a compact UI, used minimal colours, and prioritised keyboard/scroll interactions.

We used Material UI (MUI) for speed, accessibility, and scalability. A dark theme was added specifically for night-shift users, improving usability in low-light environments. This also increased engineering productivity due to reusable components.

In-tab lead preview to prevent 20–30 tab proliferation

Optimised performance for low-spec devices

Custom dashboards for lead tracking and daily planning

Integrated SOP checklist with passive tracking and reminders

Due to tight timelines, we conducted informal usability testing through direct observation. Rapid iterations were made based on real-time feedback.

Post-launch, we collaborated with training teams and embedded in-app onboarding support. The impact:

Productivity increase of 50–80% depending on the team

Tool cost savings of nearly 50 crore annually

User satisfaction rating of 4.65 out of 5 from LCs

Set the stage for advanced automation: auto-dials, AI-driven email/SMS tools, and audit capabilities

GL Shine’s turnaround proved that deep user insight, practical design decisions, and real-world observation can outperform theoretical design approaches. We delivered a high-impact solution that met both business and user needs under intense constraints.