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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.
Research Process
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I conducted 3 usability tests over Zoom
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I wrote a script with questions and tasks to administer the usability tests
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My Product Manager and I then took the feedback to narrow down MVP(most viable product) features and presented the findings to stakeholders


User Issues ❌
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Difficulty finding conversations
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Unable to preview an image before sending
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Unable to organize their conversations
Feature Changes ✅
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Add a search bar to find conversations
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Image populating a text box before sending
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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:
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Utilize atomic design process
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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:
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Utilize atomic design process
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Have the user experience be consistent with other experiences within the software



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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