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Project Background

For this project, I was tasked with optimizing the messaging experience for Housecall Pro, a SaaS company for home service professionals. 

Role:

Product Design Intern

Collaborators:

Product Manager, Senior Software Engineer, Product Design Manager

Duration:

4 months



 

The Process...

Research

Wireframing

Hi-Fi Mockups

Step 1 Research 🔎

To gather feedback on the current users' experience with the messaging feature, me and my product manager decided to conduct usability tests to identify user pain points. 

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Research Process

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  • I conducted 3 usability tests over Zoom

  • I wrote a script with questions and tasks to administer the usability tests 

  • My Product Manager and I then took the feedback to narrow down MVP(most viable product) features and presented the findings to stakeholders



 

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User Issues ❌

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  • Difficulty finding conversations

  • Unable to preview an image before sending 

  • Unable to organize their conversations

     

Feature Changes ✅

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  • Add a search bar to find conversations

  • Image populating a text box before sending

  • Ability to pin conversations

     

Step 2 Wireframes 〰️

Now that I had user feedback and got approval on the features from stakeholders, it was now time to create wireframes(low-fidelity designs).

After drawing inspiration from our competitors, I created wireframes to present to my product manager for approval.

Considerations:
 

  • Utilize atomic design process

  • Have the user interface be consistent with other experiences within the software





 

After making iterations from the suggestions of other product designers and a senior software engineer, I presented my wireframes to my product manager.

My Product Manager approved and I began making hi-fi mockup designs.

Step 3 Hi-Fi Mockups 〰️

I designed high-fidelity mockups based on original wireframes to demo search and preview image features (proposed features from research).

Considerations:

  • Utilize atomic design process

  • Have the user experience be consistent with other experiences within the software





 

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Results:
Product manager approved. Search and Preview Image features effectively communicated to stakeholders and senior product members. The designs were ready for handoff to software engineers.

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