To redesign and rebrand DataVision's android customer support and texting software, which allows small to mid-size businesses to capture and maximizing marketing leads and customer growth via personalized communication and real-time customer support and outreach. With a robust application that prioritizes effective customer interaction and team coordination, an intuitive navigation and operational system is key.
To increase business signups, customer traction, and team engagement with a platform captures all the functionality and versatility of a customer support platform and the usability, accessibility and delight that builds user growth.
I was given the preexisting wireframe below as a rough jumping off point, to start my research and ideation. The current flow is basic and illustrates only the most fundamental and elementary level of structure and content.
I started my research by looking at today's most popular social networking and messaging apps. More importantly, the design thinking applied in creating a simple, interactive and intuitive experience across a wide demographic within a global market.
After conducting some market and user research, followed by a team 'braindump' session outlining those findings and tried and true best practices, we were able to focus our approach to four key design objectives:
Signing up and creating a business platform is done in 4 simple steps. This flow shows user entering 1) Mobile Number 2) Verification Code 3) Full Name & Password 4) Business Name, to create their business platform.
This flow shows 1) User toggling between New Chats and Ongoing Chats. 2) Checking notifications in the drawer menu. 3) Responding to customer query.
This flow shows user accessing the customer's profile. User looks at customer's 1) Query Rate 2) Service Rating 3) Main Concerns. In addition, at the end of each exchange user 'closes' the conversation once the issue is resolved.
This flow shows when user 1) Blocks a spam message. 2) Searches a specific chat.
This flow shows user 1) Set their status to 'Active'. 2) Responding to their 'Mentions' from a chat group. 3) Accessing and sharing 'Starred Message' with a team member.