Overview

This web application is designed to empower users who are managing their web messenger platform to configure and deploy the app on their website.

Role
User Experience (UX), Interaction Design, & Visual Design

Team
Emma, Josh, Chau, and Jesse

Technology
Figma, Miro, Principle, & Adobe Creative Suite

Deliverables
Research, Site map, Low-fidelity wireframes, High-fidelity mockups and prototypes, and Usability tests

Milestones

Audience
Product Owners and Managers for Enterprise Customers Deploying and Managing Genesys Messenger Platform

Time Frame
11 Months

Research

Our goal was to validate if non-technical users find the new setup flow for messenger easier in comparison to the existing experience.

The Current System

Findings
In our user research with a small sample, we discovered challenges related to navigation and layout. Navigating between sections proved difficult, and the improper grouping of buttons led users to press the wrong ones. Furthermore, the process of adding additional apps was unclear, compounding usability issues.

Notes

• Users were able to setup the build easily
• Users had issues configuring the build and did not understand the different settings
• Users had issues deploying the configuration

User Journey
To assist stakeholders in identifying bottlenecks, this chart has been developed to effectively visualize the user journey.

Reccomendations

Assess the current navigation pattern and explore the possibility of implementing a wizard-like approach. This can help us provide users with a clearer, step-by-step guide throughout the entire process.

User flows

Having concluded our research, I initiated the process by crafting user flows. The research findings indicated confusion when transitioning between sections, and creating flows enabled me to systematically map out the user experience. This approach helped me identify sections that could be either combined or separated for improved clarity.

This led me to organize the experience into two paths: one for first-time users, guiding them through an onboarding flow, and another for more advanced users, following a more straightforward flow.

Wireframes

Using the research and users flows I was able to craft a better wizard-like experience guiding them through out the process section by section.

Visual design

At times, visual designs pose a challenge. Navigating through design systems and adhering to developer constraints can limit the creative expression of the overall look and feel. The ability to work within these parameters is a skill in itself. Fortunately, I leveraged my skills to design the web application, ensuring it not only functioned correctly but also looked aesthetically pleasing.