Where you can safely invite others, share content, and work together while gaining useful insights about the purchasing process.
Challenge
SPCE is an app that allow users to create a digital room, fill it with relevant material and share it with the right buyers.
Challenge
When looking at the quantitative and qualitative data, we saw that there are some features that users didn't engage in. And they had to use another tools for it, which led to user churns.
Goal
In this project we will enhance the Home page, Chat, and To-dos to meet what users need.
01
Home Page
Problems
We received feedbacks from our users that the tabs on the top of the homepage was not intuitive. It looked like buttons and they didn't think it linked to the content beneath.
We also tracked the data in Pendo and saw that the function "Group by template" wasn't used much. This means that how we currently divide the space cards into template sections is not necessary.
Last but not least, by watching view recordings on HotJar, we noticed that some users didn't use the search box. In fact, they scrolled down to the list to find what they need. Since the space cards take much room, users had to scroll much.
Competitive Analysis
When performing desk research on other apps, we saw that they provide two view modes: Card View and List View
For example, Dock app built two view modes. The Card view take space sometimes so List view might be more condense.
Design
We updated the tab style so it can connect to the content below it. We also centralized the Space list by removing sections.
In order to offer flexibility regarding how users want to view the list, we also built the List View which makes the page looks more condense.
02
Chat Panel
Here are some data that we collected from Pendo regarding the Chat Panel.
Feature Name
Chat - Bottom menu
Chat - Send Button
Chat - Add Chat Button
1626
295
39
What it means
1626 times of clicking the Chat menu to see the chat panel
But there were only 295 times users engage on sending messages
And only 39 times users add new participants to start a private chat with
Problems
In the Public Chat, users find it hard to detect message in the compact view. It doesn't effectively visualize which message they send and which is from the others.
In the Private Chat, users need to click Add button to add a person they want to send a message to, which is not intuitive.
Design
We decided to change the Chat room style. By doing that, user can easily detect which message is from them and which is from others.
In Private Chat, we removed the ADD button. Instead, we listed out all participants (who users can send messaged to) in the digital room.
03
To-dos Panel
Problems
We talked to our users and realized that the reason behind their low engagement on to-dos feature was that they usually have major tasks which may require smaller steps to accomplish. And our current to-dos features didn't facilitate that since we only offered adding separate tasks. Even though we had "category" function, how they wanted to follow up wasn't that way.
Feature Name
To-dos - Add Button
To-dos - Add Category
To-dos - Filter Status
388
65
17
11
What it means
388 times of clicking the To-do menu to see the activity panel
There were only 65 times users engage on adding new tasks
They didn't seem to categorize their tasks much
Users didn't seem to filter the status
Wireframe
Design
We came up with to-do enhancement based on the Mutual Action Plan concept. We want to drive engagement and accountability between our users (sellers) and their customer (buyers). They will share understanding of next steps, timelines, and business objectives.
Basically, in this enhancement, users can:
Build a plan with multiple stages. In each stage, they can add minor tasks (steps)
Users can mark a task done by clicking the checkbox while in the old feature, they needed to select the status
When all tasks in a stage are done. The whole stage will become "completed"
Make everybody engage in the plan by assigning the task to them. Notification will be sent to their email
Follow up the progress via the progress bar in the top
Lesson Learned
Even though this project is simply about enhancing the usability from the old design, I have learned that it plays an important role in user retention. Before that, we had witnessed some customer churns due to difficult user experience with the home page and the panels. Therefore, we had to consider some other approaches to make the page clearer and more intuitive. We could make more effective decisions based on data for this enhancement as well.