Multiple user interviews with agents and mapping business requirements helped me to understand the complexity of current situation, and how poor is the current offering. The research showed a lot of technical issues as well as functionality limitations that draw our agents to use external apps.
Create Messaging App for Purplebricks estate agents, whilst delivering best User Experience aligned with industry standards and user expectations, keeping up to date with the latest design language.
I’ve started with user interviews with our agents trying to understand:
Specifying project’s success metrics gave me direction for needed data.
|Increase engagement||Amount of messages sent by new Messaging App: Compare monthly average of amount of messages sent monthly through the web with first and consecutive months of monthly average of messages sent by Messaging App|
|Respond time (Task time)||How quickly agent’s are replying to current messages since the message was sent vs how quickly they will be able to respond with new app|
|Daily active users / Monthly active users||How many users (agents) daily/monthly sent message by web portal and how many sent message by Messaging App|
I worked with our data analyst to asses what we can track and how we can assure success of the project.
The goal of the workshop was to bring team together and create shared understanding of current state of Messaging solution and user pain points around communication with customers. To decide what challenge to tackle and ideate on possible solutions.
Workshop was conducted remotely.
It was my first remote workshop, so I didn’t know what to expect. I turned to a few tried and tested techniques and simple format.
Throughout this time in Purplebricks I was acting as a design lead for mobile team but also as an interim product manager. As the mission workshop resulted with a lot of ideas I wanted to follow up with end users to prioritise the features not only based on their needs but also on technical complexity. That allowed us to build a roadmap with few low hanging fruits and solid MVP.
Being Interim Product lead gave me facet for managing the project with design being in the core of our day to day activities. One of the sprint ceremonies I proposed was a Design box that allow us to come up with solution as a team, reassuring we are on the same page at each stage of the project by creating PBIs, raising spikes etc.
MVP consistent of chat list, conversation view, pushed notification and search. It was quite bloated MVP but feedback from the business was that first impression of something too minimal will discourage agents.
I’ve conducted several remote sessions with agents, where they shared their screen and go through tasks of navigating through messages platform and searching. Prototype was done with Figma, so was quite limiting, but allowed me to understand the first impressions and gather feedback.
At this point I was moving squads to become a Design lead in Agent space. Where I initially wanted to work. As new PM was hired I passed all the findings, objectives, designs and next steps to her.
MVP was initially released to a one region, where its performance was monitored and regular feedback sessions were held.
All above designs are not final and still went through UI design