May 2014 - April 2015
As the lead Product Designer for OpenVoice, I work closely with the Product Director to oversee the end-to-end product experience and strategy. OpenVoice is an audio conferencing solution that makes it easy for up to 500 people to collaborate over the phone. With 200K users, OpenVoice is available in 5 languages and on multiple platforms: web, iOS, Android, and plug-ins. I oversaw all aspects of the customer experience.
When I started working with OpenVoice, they had been without dedicated UX support for four years. There was a lot of opportunity to make an immediate impact. Before diving in, a colleague and I hosted an Experience Mapping workshop with a cross-functional stakeholder team to get a sense of the product strategy and challenges. It was a great experience, and both the stakeholders and I learned a lot about our customers just from talking to each other about our perspective on each step of the customer journey.
Based on our exercise, I revised the map. We refer to it in yearly planning, project planning, and UX research.
Using the UX Strategy Canvas developed by my colleague, I distilled our challenges and opportunities into a rough UX Strategy. This helped me focus my efforts on areas of biggest impact to the experience and the business.
Because we didn’t know the OpenVoice customers very well, I partnered with a UX Researcher to get to know them better. To-date, we’ve done two surveys, 10 interviews, a user feedback day, and are working on preliminary personas.
Some of the interesting findings from our UX Research are:
- People memorize their phone number and conference ID; enthusiastic customers use their conference room to make one-to-one calls with coworkers because “it’s easier than figuring out where they are and what number is best to reach them."
- Most download the mobile app “just because” but think they can’t do basic functions: schedule, dial-in easier.
- A small number of people in a company tend to schedule and host the majority of calls. Typical use cases are daily stand ups and weekly project sync-ups.
One of the first OpenVoice design projects I worked on was an effort to make joining a call easier for attendees with a feature we call Dial Out. Dial Out enables a person to join a conference call by receiving a call from OpenVoice. When the call is answered, they are automatically connected to the conference with no effort and no dialing.
I enjoyed working on this project because it was a great collaboration between myself and the development team. We had an existing platform and wanted to test both integrating the functionality and how our users might respond to it. I made a serious of flow sketches to quickly discuss how we might incorporate this solution as a first MVP.
We decided our MVP was inviting additional attendees after an organizer has started a session. Because we had no in-session UI, I started working on that while the developers worked through how we could utilize the calling platform. I iterated through several options. I wanted to keep the in-session experience simple to focus on the invite option. I ultimately decided to include the meeting title, and a small timer as a way to indicate that the conference call was live.
Then, we moved on to the dialing interactions. In some early iterations, I explored how we might display both recent calls and contacts in the same list so that recents could be accessed easily. The left-hand screen was discarded, however, because it presented several usability issues, notably during filtering. The final interaction put recents in a menu next to the number form. Recents are also easily accessed when a user begin typing -- any matches are filtered and shown.
The final deliverable to the team:
After release, we followed the data closely to monitor usage and see how we might pivot on this feature. Because the in-session UI was a completely new experience for our customers, we were especially interested in tracking the number of times it was viewed.
Our hypothesis was that if we could bring the number of times the in-session UI was viewed, it would have a positive impact on the usage of the DialOut feature. To test this hypothesis, I designed a way to inform users about DialOut and encouraged them to return and visit the in-session UI to see it.
We'll continue to monitor usage of this feature while working on the next iteration that allows a meeting host to join via a Dial Out call.