Gloo
Responding to personal needs in the SMS texting application
Helping to improve the quality of the conversations will help build trusted relationships with people reaching out for help.
Year
2022-2023
My Involvement
Design Lead
UX Research
User Testing & Analysis
Prototyping
Visual Design
Performance Monitoring
Feedback Gathering
Stakeholder Collaboration
Product Strategy
Environment
Web-based Browser
Research
User monitoring and Data Intelligence uncovered the three primary problems with responders replying to Explorers
Overwhelmed
Some responders are not sure if they are able to give the Explorers the help they need.
Unaware
When a responder replies to an Explorer, the original contact request is not in the conversation thread.
Unfamiliar
Some responders do not know how to talk about certain topics with Explorers.
The Opportunity
How might we help responders be informed, mindful and prepared to respond to an Explorer message?
Approach
Research's primary key findings are turned into goals for the application rebuild to solve for.
Overwhelmed
Informed
Responders should know what to expect from conversations with Explorers. Offer avenue to report crisis situations.
Unaware
Mindful
Responders should be aware on how the Explorer may perceive the conversation on their end
Unprepared
Prepared
Responders should be able to respond to most message topics on a high level with, make key pointers available.
Primary Archetype
The Responder is primary user archetype that interacts with the end-user (Explorer) in the texting application.
Sketching & Wireframes
The initial feature went through design iterations — starting with the preferred end state — designing back to a version we can easily test the market fit for the feature.
Release Plan for Conversation Prompts
This feature will be released iteratively, allowing us the test viability of the feature quickly.
-
Lite Release
This iteration will contain limited topics, one content type and basic filtering functionality. -
Expand Topic Database
Allow more topics to be added based on conversation topics actively discussed in conversations. -
Enhance Prompt Discoverability
Allow responder to easily find prompts by content type, topic, author or by searching the keyword.
** During the design stage of this feature the delivery date was moved back on request of the business. I closely collaborated with development to design an iteration with a lower tech lift to accommodate for the posed time constraint.
Design
Conversation Prompts
With a limiting time constraint Conversation Prompts is introduced in a minimal viable approach without sacrificing the user experience of the feature.
Adjusted UI
For this quick iteration the conversation prompts are presented in a modal versus the preferred on page integration.
Limited Topics
With a limited amount of content, basic filtering will suffice and will allow the responder to easily find the appropriate prompt.
Outcome
Conversation Prompts Lite
While we monitor the usage of the feature for issues, we are also looking to see what the most common prompt topics are to drive content strategy for the business.
51.12% of total prompts viewed are inserted
Of the total prompts viewed, 51.12% of prompts are inserted into a message.
What's Next?
Would you like to know more?
Curious about some of my findings, feature stickyness in different environments, or my exploration work for conversation management?