Freshsales, part of the Freshworks family, is a CRM designed to help sales teams manage leads, track deals, and close more business with less effort. It offers tools like email tracking, deal pipelines, and AI-powered insights, all aimed at making the sales process smoother and more efficient. 

In this project, I’m redesigning the quote builder experience. The focus is on making it simpler and more intuitive for users to create and share quotes effortlessly. It’s a meaningful update to a feature that’s central to the sales workflow.

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I'm the lead product designer for this project. I collaborated with Product Managers (Krutish)&nbsp;and my Staff Product Designer (Gopi) throughout the project.

Problem 1: Difficult Navigation and Low Adoption:

Users struggle to navigate and understand how to use the quote builder, causing frustration and leading to increased drop-off rates.

The interface lacks clarity, making it difficult for users to complete tasks seamlessly. This confusion contributes to an extremely low adoption rate among users. 

With an unclear user experience, users are unable to effectively utilize the feature, leading to disengagement and low conversion rates.

Problem 2: Lack of Personalization in Generated Quotes

The generated quotes lack the ability to reflect the brand identity of the companies using Freshsales, limiting adoption of this feature.

The current quote builder does not allow users to create visually compelling, multi-page quotes with extensive customization options or branding elements.

Without the ability to personalize and brand their quotes, companies find it challenging to adopt this feature, as it does not align with their branding needs.

Strengthen feature adoption and engagement

By redesigning the quote builder, we aim to increase adoption among enterprise users by making the tool more intuitive and user-friendly. This will enhance Freshsales' value proposition as a CRM capable of delivering seamless, branded, and professional quote creation experiences.

A more intuitive and personalized quote builder will help retain existing enterprise customers by addressing their pain points, reducing drop-off rates, and making Freshsales a vital part of their workflow.

Build scalable and reusable design components to ensure consistency across Freshsales features, streamline development processes, and future-proof the design for scalability.

Simplify the quote-building process

Make the quote builder easy to navigate and intuitive, allowing users to create and share quotes quickly without frustration or confusion.

Enable personalized and branded quotes

Provide enterprise users with the ability to create visually appealing, multi-page quotes tailored to their branding needs, ensuring the quotes reflect their company identity and professionalism.

Solution 1:&nbsp;Enhanced Template Library

The new design introduces a clear and visually organized template library, making it easier for users to choose a starting point for their quotes.

It’s now much simpler to browse templates. Users can easily pick a ready-made option or start fresh without feeling lost.

Each template comes with a preview, so users know exactly what they’re selecting, saving time and avoiding guesswork.

For new users, this library is intuitive and quick to understand, making it easier to get started compared to the older version.

The updated quote builder allows users to create visually compelling, multi-page quotes with extensive branding and customization capabilities.

Personalization: Users can now easily tailor quotes to reflect their company’s branding, making them look more professional and aligned with their identity.

Rich formatting: Multi-page support and better layout options allow users to create more detailed and visually appealing quotes compared to the older system.

Efficiency: Changes can be made on the fly, reducing time spent navigating cumbersome workflows in the old design.

Solution 3:&nbsp;Simplified Quote Creation Workflow

The new design introduces a clean and structured workflow for creating quotes, ensuring users can focus on completing tasks without unnecessary steps.

Step-by-step clarity: Fields are presented in a logical order, making it intuitive for users to add relevant details.

Reduced errors: The form provides contextual assistance, helping users avoid mistakes during input.

Faster task completion: Users can move through the process effortlessly, significantly reducing time compared to the cluttered older workflow.

Unfortunately, I left the company before I could see how the redesigned quote builder performed with real users. However, if I had stayed, here’s what I would have focused on next:

For a project of this size, even with thorough testing, some minor bugs are bound to slip through. I would have worked with the engineering team to quickly identify and resolve any issues users might encounter after launch.

Launching the redesign is just the first step. I would have prioritized collecting data and user feedback to understand what’s working and where improvements are needed. Using these insights, I would have fine-tuned the experience to make it even better for users.

Post-launch, I’d have taken time to connect with users—through interviews, surveys, and usability testing—to hear their thoughts firsthand. Understanding how they’re using the tool and what they struggle with would have been crucial in making meaningful improvements.

Good design isn’t a one-and-done process. I would have monitored adoption rates, usage patterns, and overall satisfaction to plan future updates. My goal would have been to keep evolving the tool so it stays useful, relevant, and valuable for users over time.

This has been one of my proudest projects at Freshworks. I’m incredibly grateful to have worked with such an amazing team—the product managers, engineers, QA team, and everyone who supported this redesign. Their collaboration and dedication made this possible!

Thank you for taking the time to read about my work. I hope you enjoyed learning about my design journey and process. :)

Focused on enhancing the experience for customers in the U.S.

In this project, I’m redesigning the quote builder experience. The focus is on making it simpler and more intuitive for users to create and share quotes effortlessly. It’s a meaningful update to a feature that’s central to the sales workflow.

I'm the lead product designer for this project. I collaborated with Product Managers (Krutish) and my Staff Product Designer (Gopi) throughout the project.

Strengthen feature adoption and engagement

Solution 3: Simplified Quote Creation Workflow

Launching the redesign is just the first step. I would have prioritized collecting data and user feedback to understand what’s working and where improvements are needed. Using these insights, I would have fine-tuned the experience to make it even better for users.

Redesigning Quote Builder at Freshworks for 1,900+ Enterprise Users