HI THERE
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Hi there is a simple widget to communicate with your clients, on their preferred channels. You can choose what services you use.
Plus, you can personalize your communication with custom messages and campaigns, track the success of your interactions, and get feedback from your customers.
Timeline
Role
Aug 2022 - Mar 2023
Freelance UX Design Collaborator
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PROBLEM
STATEMENT
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How can e-commerce businesses effectively communicate with their customers to ensure a seamless and satisfactory customer experience?
Clients may feel unheard, frustrated, and confused, especially if they are unable to access help or advice.
Without clear communication, clients may not understand the product’s features, how to use them, or how to get help if they need. This can lead to a lack of engagement with the product, resulting in low usage and a decrease in customer loyalty, and customers may be missing out on potential opportunities to enhance their experience.
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PROJECT GOALS
These goals provide insight into the success of the project, helping to identify areas where improvement is needed.
Identifying the objectives that will help us reach our desired outcomes.
MY RESPONSIBILITIES
1. Conduct user research and interviews to understand user needs and expectations
4. Create wireframes and mockups to convey design ideas
5. Develop an interactive prototype to test user experience
6. Conduct usability tests to evaluate design decisions
7. Refine design based on test results
8. Create user interface elements and assets
9. Design visual elements such as color, layout, typography and iconography
10. Develop the look and feel of the platform to ensure user satisfaction
11. Integrate feedback from stakeholders
12. Prepare and present design deliverables to stakeholders
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Increase customer engagement by providing an interactive platform for customers to communicate with businesses.
Enable businesses to quickly and easily respond to customer inquiries.
Increase website traffic and sales by providing customers with an easy way to contact businesses.
Improve customer loyalty by providing a personalized customer experience.
Improve customer satisfaction by providing quick responses and helpful customer service.
DESIGN
PROCESS
Decisions such as what features to include, how to improve user experience, and which technologies to use, were all determined based on the research conducted. Ultimately, the goal was to create a widget that was both user-friendly and effective.
RESEARCH
We wanted to gain insight into the struggles faced by e-commerce managers in the customer service process.
Furthermore, we wanted to comprehend their clients' customer service pain points, needs, expectations, and areas for improvement.
We conducted surveys to gain insights into the clients' needs and pain points when communicating with e-commerce sites.
Additionally, we held interviews with e-commerce managers in order to determine what improvements could be made to the design and functionality of the widget to enhance the communication process.
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Lack of adequate customer service training for e-commerce managers.
Low communication between customers and e-commerce managers.
Difficulty in understanding customer needs and expectations.
Choosing between different contact widgets (e.g. instagram, whatsapp, etc.) to manage customer service.
Inability to handle customer service issues in a timely manner.
Lack of knowledge on how to use available customer service technologies.
High customer service costs due to inefficient processes.
Difficulty in measuring and tracking customer service performance.
Limited customer feedback mechanism to gain insights into customer service pain points.
Difficulty in creating customer loyalty and retention.
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KPIs
These KPIs provide insight into the success and progress of the project, helping to identify areas where improvement is needed.
The KPIs can be used to measure the project's performance, and to identify areas where further action is needed to ensure the project is successful.
User feedback: Surveying users to gauge the success of the app in meeting their needs and expectations.
Engagement metrics: Measuring how often users open the app and use its features, as well as how long they spend on each task.
Conversion rates: Tracking the number of users who complete certain tasks within the app, such as searching for a property or making a purchase.
User retention: Monitoring how many users return to the app on a regular basis.
Referrals: Tracking how often users share the app with others.
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CONCLUSIONS
Here are some conclusions and learnings that I have gleaned from working on this project.
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Understanding the customer's needs is essential when creating a new product or service. It is important to research the customer base, their wants and needs, and the problems they are trying to solve.
Effective communication is essential when developing a product or service. Establishing a clear plan, documenting objectives, and setting expectations with customers are key to successful product development.
Collaboration is essential when creating a product or service. Involving different stakeholders, such as designers, developers, and customers, can ensure that the final product meets the needs of all involved.