Team Feature 👯♀️
Project: Oho Chat Team Feature
Goal: To establish drives seamless collaboration, efficient communication, and streamlined information sharing among team members, ultimately boosting productivity and creating a cohesive work environment for users.
Role: UX/UI designer and researcher
Tool Used: Figma
Duration: Apr-Jul 2023
Problems 🔥
The absence of a team feature in the current app leads to several important drawbacks:
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Lack of Collaborative Management: Without the ability to manage chats as a team, collaboration and coordination among team members become difficult. Team members might miss out on important conversations, leading to inefficiencies and miscommunications.
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Disorganized Information: The inability to organize files and saved replies in the media library makes it challenging to access relevant information quickly. This disorganization can slow down response times and hinder efficient customer support.
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Missed Internal Communication: The absence of an internal chat feature means that team members can't communicate and share information in real time. This can impede teamwork, hinder problem-solving, and delay decision-making processes.
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Inefficient Task Allocation: The app's inability to auto-assign chats to teams means that workload distribution might not be optimal. This can lead to overburdening certain team members while others have lighter workloads, causing dissatisfaction and decreased productivity.
Challenges 🥊
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Ensure ease of use for effective chat management while incorporating team collaboration seamlessly.
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Create scalability and adaptability to accommodate future feature enhancements and evolving user needs.
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Develop user-friendly performance tracking mechanisms that provide valuable insights for continuous improvement.
User Research 🔍
I performed research by interviewing users and analyzing competitor's apps to gain a deeper insight into the challenges users encounter and to provide guidance for shaping my design choices.
Examples of user interview questions
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What challenges do you face when coordinating team communication and tasks within the app?
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How important is it for you to receive notifications about chats sent to your teams?
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In what ways could a team feature help you better organize saved replies and files?
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How would dividing team chatrooms benefit your workflow?
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How do you currently collaborate with your team using the chat management app?
For competitor analysis, I looked closely at other platforms like Zendesk, Microsoft Teams, Zoom, Channel.io, Zwiz.ai, and more. This helped me understand how their team features work. I compared these features and then made sure to adjust them to better suit what our customers need.
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Insights gained from the research...💡
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Users often manage multiple departments and teams within their responsibilities.
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They prefer the ability to transfer chats seamlessly to teams for more efficient handling.
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Sending chats to a team is generally faster and more effective than directing them to individual team members.
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Users encounter challenges when sharing and utilizing media library items and saved reply templates.
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Currenlty, customer chats are grouped together on a single page, requiring agents to waste time skimming through numerous chats.
Design Process 💡
I designed user flows and produced wireframes for the team feature, with a focus on understanding how its implementation would impact various parts of the system, particularly the chatroom.
Sketch of team feature flow
Screens illustrating the new "Team" page and create team flow
Here's how the team feature concept works 😼
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There's a general team for the whole business that acts like a team for everyone.
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Users can create their own teams, customize team profiles, and manage team members regarding "Admin Role' permission.
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Instead of assigning chats to individuals, chats can be assigned to a 'team' for faster assignment.
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Chats are separated into different boxes for each team, making it easier to manage and keep things organized.
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The team feature makes chat management smoother by using a pool of agents without restricting info sharing between teams.
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We've also added a 'tag team' option, so files and saved replies can be tagged with a team name. This helps team members quickly find related files.
Solutions 🎯
After multiple rounds of testing, we are pleased to announce the introduction of our new "Team Feature," designed to streamline the chat management process. Below, you'll find examples of the final screens that have been officially released.
Main page of "Team" is introduced
Team setting page for customization
Chatrooms of each team are separated for quick and easy chat skimming
"Tag Team" helps users be able to filter and use medias or saved reply more quickly
Social media post to promote the release of Team feature
Results 🌟
Two days after the launch of the Team feature, 20% of our existing businesses quickly adopted it, signaling a clear demand for this feature. Within just one month, this adoption rate surged to 50%, with the majority (95%) of these users coming from medium-sized enterprises and larger businesses who actively utilize the Team feature.
Users belonging to groups with multiple departments collaborating and handling numerous chats with various cases daily mentioned that they no longer need to contemplate whom to assign chats to; they can simply send them to the appropriate team, resulting in reduced working time.
