Crafting a Seamless Customer Engagement Experience: A UX Redesign Journey

Role

User Experience Designer

Project year

Jul 2021

CLIent

Applozic

SERVICES

Stakeholder Workshops, Competitor Study, UX Audit, User Interviews, Persona Creation, User Flows, Wireframes, Prototyping, Usability Testing‍

TOOLS

Miro, Figma

BRIEF

In my role as the User Experience Designer at Applozic, I undertook the pivotal task of redesigning web solutions tailored for customer engagement in enterprises. Collaborating closely with the CEO and a team of four engineers, I played a crucial part in this transformation. The project began with stakeholder workshops and proceeded to include a competitor study, UX audit, user interviews, persona creation, wireframing, prototyping, and usability testing. The primary objectives were to align user pain points with business goals, simplify navigation, and create a unified solution for diverse customer domains.

DISCOVER

Our journey commenced with comprehensive discovery work. This included stakeholder workshops, competitor analysis, and qualitative user interviews. Four in-depth user interviews provided valuable insights into common pain points and factors influencing user decisions related to customer engagement.

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DEFINE

The definition phase was pivotal in crafting a product centered around user needs. We identified three primary user personas - Admins, Communicators, and End Users - and conducted four qualitative user interviews with existing customers. Key findings highlighted challenges such as disorganized Communicators, inconsistent navigation, complex data analysis processes, and the absence of a user-friendly interface.

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WIREFRAMES

Based on the business’s and end-user’s requirements, we built and tested the huge numbers of scenarios to find a proper and easy way for customer engagement.

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DESIGN

The design phase focused on creating an intuitive and user-friendly interface. Detailed wireframes were developed to streamline user experiences and interactions. A comprehensive design system ensured consistency across all app workflows. Notable features introduced included a custom UI kit, private and group messaging, advanced analytics, custom integrations, video and voice calling, and a monitoring dashboard.

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CONCLUSION

The project culminated in a significant transformation of Applozic's real-time customer engagement experience. The redesign achieved seamless navigation catering to diverse user domains, resulting in a substantial reduction in the time needed to analyze real-time engagement data. Usability testing revealed a reduction from 3 minutes to just 30 seconds. Most notably, the success of the redesign led to client acquisitions, ultimately culminating in the product's acquisition by Vistas in 2022. This project stands as a testament to the successful fusion of user-centric design principles with the unique requirements of enterprise customer engagement.