Tact.ai

Sr. Director of UX

Tact.ai

I led the shift in product vision from CRM tools to a Customer Engagement Platform (CEP), transforming how life sciences enable sales teams. By focusing on user-centric design, I delivered seamless mobile, desktop, and agent experiences, turning complex workflows into intuitive tools that strengthened relationships and drove results.

Teams using Tact had a 1.5x–2x increase in email engagement, 222% more events and contacts created, a 170% boost in pipeline and revenue, with 72% of users preferring Tact, and a 50% increase in same-day call entries.

Design

Workflows

Tact.ai

The Problem
At the time, users had to navigate disparate features and manually transition between tasks, resulting in fragmented workflows, inefficiencies, and a lack of situational awareness.

These challenges hinder users from leveraging the full potential of the system and require significant effort to configure and maintain workflows.

In addition, data is siloed, making it difficult to connect information across tasks or pull relevant insights from the database seamlessly.

The Work
To address these issues, we introduced a streamlined, sequential workflow system that allows users to transition between tasks effortlessly. This required new UI elements that could connect tasks and allow for extensive configuration by customers.

The results provided a cohesive and efficient experience that maximizes productivity and minimizes user effort.

Impact

Pharma Sales Reps

50%
Increase in same-day call logging

38%
Increase in meeting notes

72%
Users preferred Tact over their CRM

Customer Testimonial
"Loving it! So easy & love having the MCCP and numbers/graphs at our fingertips."

Research

Γνῶθι σεαυτόν 1

One of the biggest challenges I've found in CRM/CEP is getting access to end-users for usability testing.

Interestingly, I've found user interviews to be far more appealing for companies to agree to.

At Tact, I performed well over 40 interviews with about 90% of those to be with the sales reps themselves. The remaining 10% is divided between managers and ops primarily.

1 The first of the Delphic maxims inscribed in the Temple of Apollo, interpreted by Plato as "know thy soul". (No, I don't speak ancient Greek.)

Impact

Pharma Sales Reps

222%
Increase in events and contacts created

170%
More pipeline deals won

Customer Testimonial
"Tact is a great help, I use these features on a regular basis, I search for contacts I am dropping in at & review the info for these accounts. MCCP attainment, NBRx & TRx data for Diabetes & COPD has been very helpful."

Impact

Pharma Sales Reps

Problem Statement
The COVID-19 pandemic disrupted traditional in-office visits for sales representatives, halting face-to-face interactions and the sharing of physical content with healthcare professionals (HCPs).

As a result, sales reps needed secure, remote solutions to maintain engagement while continuing to provide valuable resources and gather critical feedback.

Constraints
  1. These solutions had to enable sales reps to host virtual meetings
  2. Ensure compliance with stringent data security requirements
  3. The ability to browse and share digital content (Veeva Vault)
  4. Record HCP feedback on key messages
  5. Allow access to historic and situationally relevant information about the HCP to maintain personalized and informed interactions.

The lack of these capabilities risked diminishing the quality of HCP engagement and impeding the sales cycle.

Results
The first solution was an integration with Zoom to enable secure, remote HCP engagements.

The solution allowed sales reps to find and share content from Veeva Vault and track time on page but not much more.

To capture HCP feedback and pull in CRM insights, including suggested content tailored to the HCP we ended up building Tact Presenter, a standalone app designed to deliver the same functionality in a seamless, purpose-built experience.

This innovation empowered sales reps to maintain meaningful, secure interactions while adapting to the new remote-first landscape.