Graphic element with blue to violet gradient shape
Graphic element with blue to violet gradient shape

Boosting User Activity with Sotrender’s Social Inbox

Sotrender faced low user engagement, with users accessing the platform only twice a month. I led the development of the Social Inbox to integrate into daily workflows. Through research, interviews, and iterative design, we boosted user engagement and satisfaction. This case study details my approach and its success.

Due to my non-disclosure agreement, I have removed or hidden any confidential information from this case study. The information presented here is based on my own experience and does not represent the views of Housecall Pro.

For the full experience, view this case study on a tablet or desktop. Some elements are best seen on larger screens.

Boosting User Activity with Sotrender’s Social Inbox

Sotrender faced low user engagement, with users accessing the platform only twice a month. I led the development of the Social Inbox to integrate into daily workflows. Through research, interviews, and iterative design, we boosted user engagement and satisfaction. This case study details my approach and its success.

Due to my non-disclosure agreement, I have removed or hidden any confidential information from this case study. The information presented here is based on my own experience and does not represent the views of Housecall Pro.

For the full experience, view this case study on a tablet or desktop. Some elements are best seen on larger screens.

Boosting User Activity with Sotrender’s Social Inbox

Sotrender faced low user engagement, with users accessing the platform only twice a month. I led the development of the Social Inbox to integrate into daily workflows. Through research, interviews, and iterative design, we boosted user engagement and satisfaction. This case study details my approach and its success.

Due to my non-disclosure agreement, I have removed or hidden any confidential information from this case study. The information presented here is based on my own experience and does not represent the views of Housecall Pro.

For the full experience, view this case study on a tablet or desktop. Some elements are best seen on larger screens.

Graphic element with blue to violet gradient shape

Boosting User Activity with Sotrender’s Social Inbox

Sotrender faced low user engagement, with users accessing the platform only twice a month. I led the development of the Social Inbox to integrate into daily workflows. Through research, interviews, and iterative design, we boosted user engagement and satisfaction. This case study details my approach and its success.

Due to my non-disclosure agreement, I have removed or hidden any confidential information from this case study. The information presented here is based on my own experience and does not represent the views of Housecall Pro.

For the full experience, view this case study on a tablet or desktop. Some elements are best seen on larger screens.

introduction

introduction

Overview and Context

About the company

About the company

Sotrender is an analytical platform designed to measure the efficiency of social media communication. It also functions as a moderation tool for ads and posts on Facebook and other social media platforms.

Sotrender is an analytical platform designed to measure the efficiency of social media communication. It also functions as a moderation tool for ads and posts on Facebook and other social media platforms.

Sotrender is an analytical platform designed to measure the efficiency of social media communication. It also functions as a moderation tool for ads and posts on Facebook and other social media platforms.

What does it do?:

What does it do?:

What does it do?:

• Provides detailed analytics and reports on social media activities.

• Automates tasks like scheduling, dispatching, and communication

• Provides detailed analytics and reports on social media activities.

• Automates the moderation of ads and posts.

• Provides a mobile app for efficient  on-site work and online booking tools

• Automates the moderation of ads and posts.

• Delivers actionable insights with real-time data to enhance engagement.

• Offer valuable insights with real-time reporting and analytics to optimize your business

• Delivers actionable insights with real-time data to enhance engagement.

My Role

My Role

As a Senior UX Designer and Product Team Leader at Sotrender, I had the opportunity to own and lead the design process of new features and iterations of Sotrender from early-stage feature discovery through usability testing, final delivery, launch, and the full-stage life cycle of improving the product experience.

As a Senior UX Designer and Product Team Leader at Sotrender, I had the opportunity to own and lead the design process of new features and iterations of Sotrender from early-stage feature discovery through usability testing, final delivery, launch, and the full-stage life cycle of improving the product experience.

As a Senior UX Designer and Product Team Leader at Sotrender, I had the opportunity to own and lead the design process of new features and iterations of Sotrender from early-stage feature discovery through usability testing, final delivery, launch, and the full-stage life cycle of improving the product experience.

Planning & Scope Definition

Defined the strategy of Sotrender and contributed to defining operational success metrics, roadmap, and sprint goals.

Defined the strategy of Sotrender and contributed to defining operational success metrics, roadmap, and sprint goals.

Defined the strategy of Sotrender and contributed to defining operational success metrics, roadmap, and sprint goals.

Design Execution & Validation

Designed and prototyped multiple ideas quickly, staying in touch with customers to validate product directions.

Designed and prototyped multiple ideas quickly, staying in touch with customers to validate product directions.

Designed and prototyped multiple ideas quickly, staying in touch with customers to validate product directions.

Customer Insights & Ideation

Led user research and usability testing, synthesizing and presenting results. Created a system for validating ideas through A/B testing.

Led user research and usability testing, synthesizing and presenting results. Created a system for validating ideas through A/B testing.

Led user research and usability testing, synthesizing and presenting results. Created a system for validating ideas through A/B testing.

Leading Team Workshops

Led various workshops such as experience mapping, creative problem-defining, and problem-solving sessions.

Led various workshops such as experience mapping, creative problem-defining, and problem-solving sessions.

Led various workshops such as experience mapping, creative problem-defining, and problem-solving sessions.

Team Management

Built a design team and participated in recruiting new designers.

Mentored junior designers and conducted 1:1s on a weekly basis

Designed and implemented a career path for the product team and led team retrospectives.

Built a design team and participated in recruiting new designers.

Mentored junior designers and conducted 1:1s on a weekly basis

Designed and implemented a career path for the product team and led team retrospectives.

Built a design team and participated in recruiting new designers.

Mentored junior designers and conducted 1:1s on a weekly basis

Designed and implemented a career path for the product team and led team retrospectives.

Product Leadership

Provided leadership and direction to the product team, ensuring consistent progress and high-quality outcomes.

Maintaining regular communication to align project goals. Represented the Product Team in management meetings and actively worked on company and team-level OKRs

Provided leadership and direction to the product team, ensuring consistent progress and high-quality outcomes.

Maintaining regular communication to align project goals. Represented the Product Team in management meetings and actively worked on company and team-level OKRs

Provided leadership and direction to the product team, ensuring consistent progress and high-quality outcomes.

Maintaining regular communication to align project goals. Represented the Product Team in management meetings and actively worked on company and team-level OKRs.

Provided leadership and direction to the product team, ensuring consistent progress and high-quality outcomes.

Maintaining regular communication to align project goals. Represented the Product Team in management meetings and actively worked on company and team-level OKRs

Task

Task

New Product Direction

Prioritizing
Post-MVP Enhancements

The Challanges

The Challanges

As Sotrender established itself as a recognizable and stable tool in the market over the years, it reached a plateau in growth, user engagement, and attracting new users. We faced several challenges at this stage of product development:

As Sotrender established itself as a recognizable and stable tool in the market over the years, it reached a plateau in growth, user engagement, and attracting new users. We faced several challenges at this stage of product development:

As Sotrender established itself as a recognizable and stable tool in the market over the years, it reached a plateau in growth, user engagement, and attracting new users. We faced several challenges at this stage of product development:

Market Saturation:
Despite its recognition, Sotrender stopped growing and engaging users effectively. This stagnation also hindered our international expansion.

Cyclical Usage Pattern:
Users primarily visited the platform twice a month to generate reports, supported by research and interviews. This cyclical usage meant users saw no reason to interact with Sotrender more frequently.

Market Saturation:
Despite its recognition, Sotrender stopped growing and engaging users effectively. This stagnation also hindered our international expansion.

Cyclical Usage Pattern:
Users primarily visited the platform twice a month to generate reports, supported by research and interviews. This cyclical usage meant users saw no reason to interact with Sotrender more frequently.

Market Saturation:
Despite its recognition, Sotrender stopped growing and engaging users effectively. This stagnation also hindered our international expansion.

Cyclical Usage Pattern:
Users primarily visited the platform twice a month to generate reports, supported by research and interviews. This cyclical usage meant users saw no reason to interact with Sotrender more frequently.

Lack of Engagement:
The limited interaction frequency resulted in users not perceiving additional value from the platform, making it difficult to justify increased usage or higher pricing.

Ineffective Optimizations:
Previous efforts to optimize the user funnel, onboarding process, and usability did not increase engagement. These changes failed to address the core issue of cyclical usage.

Lack of Engagement:
The limited interaction frequency resulted in users not perceiving additional value from the platform, making it difficult to justify increased usage or higher pricing.

Ineffective Optimizations:
Previous efforts to optimize the user funnel, onboarding process, and usability did not increase engagement. These changes failed to address the core issue of cyclical usage.

Lack of Engagement:
The limited interaction frequency resulted in users not perceiving additional value from the platform, making it difficult to justify increased usage or higher pricing.

Ineffective Optimizations:
Previous efforts to optimize the user funnel, onboarding process, and usability did not increase engagement. These changes failed to address the core issue of cyclical usage.

Strategic Approach to Enhancing User Engagement

Strategic Approach to Enhancing User Engagement

After diagnosing the main issues hindering Sotrender’s growth, particularly the cyclical usage pattern, we needed a solution to give users more reasons to interact frequently with the platform. Our goal was to make Sotrender more useful and integrated into the daily workflow of our target users: social media managers, strategists, and campaign planners. Here is the strategic approach I proposed:

After diagnosing the main issues hindering Sotrender’s growth, particularly the cyclical usage pattern, we needed a solution to give users more reasons to interact frequently with the platform. Our goal was to make Sotrender more useful and integrated into the daily workflow of our target users: social media managers, strategists, and campaign planners. Here is the strategic approach I proposed:

After diagnosing the main issues hindering Sotrender’s growth, particularly the cyclical usage pattern, we needed a solution to give users more reasons to interact frequently with the platform. Our goal was to make Sotrender more useful and integrated into the daily workflow of our target users: social media managers, strategists, and campaign planners. Here is the strategic approach I proposed:

1. Understanding User Workflow:

Survey Distribution:
We identified and reached out to a select group of users with whom we had frequent positive interactions. Our customer service team facilitated this.

Targeted Outreach:
I have sent a focused survey to approximately 250 users to understand their monthly activities and identify how Sotrender could become a more integral part of their routine.

Key Insights:
The survey aimed to uncover frequent tasks of social media managers and identify which tasks could be enhanced by Sotrender’s functionalities, pinpointing gaps where additional features could add value

1. Understanding User Workflow:

Survey Distribution:
We identified and reached out to a select group of users with whom we had frequent positive interactions. Our customer service team facilitated this.

Targeted Outreach:
I have sent a focused survey to approximately 250 users to understand their monthly activities and identify how Sotrender could become a more integral part of their routine.

Key Insights:
The survey aimed to uncover frequent tasks of social media managers and identify which tasks could be enhanced by Sotrender’s functionalities, pinpointing gaps where additional features could add value

1. Understanding User Workflow:

Survey Distribution:
We identified and reached out to a select group of users with whom we had frequent positive interactions. Our customer service team facilitated this.

Targeted Outreach:
I have sent a focused survey to approximately 250 users to understand their monthly activities and identify how Sotrender could become a more integral part of their routine.

Key Insights:
The survey aimed to uncover frequent tasks of social media managers and identify which tasks could be enhanced by Sotrender’s functionalities, pinpointing gaps where additional features could add value

2. Identifying High-Value Features:

Prioritizing User Needs:
Analyzing survey responses, we identified the most valued and frequently performed activities, helping us prioritize features to encourage regular platform use.

Feature Integration:
We identified features that could seamlessly integrate with our existing analytics and reporting capabilities, enhancing Sotrender’s overall value proposition.

2. Identifying High-Value Features:

Prioritizing User Needs:
Analyzing survey responses, we identified the most valued and frequently performed activities, helping us prioritize features to encourage regular platform use.

Feature Integration:
We identified features that could seamlessly integrate with our existing analytics and reporting capabilities, enhancing Sotrender’s overall value proposition.

2. Identifying High-Value Features:

Prioritizing User Needs:
Analyzing survey responses, we identified the most valued and frequently performed activities, helping us prioritize features to encourage regular platform use.

Feature Integration:
We identified features that could seamlessly integrate with our existing analytics and reporting capabilities, enhancing Sotrender’s overall value proposition.

Validation of the direction

Validation of the direction

Defining the New Direction for the Product

Conducting a Comprehensive User Survey

Conducting a Comprehensive User Survey

Targeted Outreach: We sent a survey to approximately 250 users with whom we had frequent contact to understand their daily and weekly workflows. Our goal was to uncover activities that users engage in regularly and that could be enhanced by Sotrender’s functionalities.

High Response Rate: We received around 150 responses, providing a robust dataset for analysis.

Targeted Outreach: We sent a survey to approximately 250 users with whom we had frequent contact to understand their daily and weekly workflows. Our goal was to uncover activities that users engage in regularly and that could be enhanced by Sotrender’s functionalities.

High Response Rate: We received around 150 responses, providing a robust dataset for analysis.

Targeted Outreach: We sent a survey to approximately 250 users with whom we had frequent contact to understand their daily and weekly workflows. Our goal was to uncover activities that users engage in regularly and that could be enhanced by Sotrender’s functionalities.

High Response Rate: We received around 150 responses, providing a robust dataset for analysis.

Analyzing Survey Responses

Collaboration: I collaborated with a product analyst to thoroughly analyze the survey responses. We focused on identifying the most common and problematic cyclical tasks that social media managers perform.

Key Findings: Moderation of social media profiles emerged as the most representative and frequent task that could drive more regular usage of Sotrender.

Collaboration: I collaborated with a product analyst to thoroughly analyze the survey responses. We focused on identifying the most common and problematic cyclical tasks that social media managers perform.

Key Findings: Moderation of social media profiles emerged as the most representative and frequent task that could drive more regular usage of Sotrender.

Prioritizing and Key Insights on User Needs

Prioritizing and Key Insights on User Needs

Prioritization Workshop:

Key criteria for prioritization included:

Existing Solutions:
Whether the task is currently addressed by other competitive applications and how effectively.

User Satisfaction:
How satisfied users are with their current solutions for these tasks.

Technical Feasibility:
Whether we had the technical capability to provide a solution for these tasks.

User Impact:
The number of users affected by these tasks and the potential impact of providing a solution.

Prioritization Workshop:

Key criteria for prioritization included:

Existing Solutions:
Whether the task is currently addressed by other competitive applications and how effectively.

User Satisfaction:
How satisfied users are with their current solutions for these tasks.

Technical Feasibility:
Whether we had the technical capability to provide a solution for these tasks.

User Impact:
The number of users affected by these tasks and the potential impact of providing a solution.

Prioritization Workshop:

Key criteria for prioritization included:

Existing Solutions:
Whether the task is currently addressed by other competitive applications and how effectively.

User Satisfaction:
How satisfied users are with their current solutions for these tasks.

Technical Feasibility:
Whether we had the technical capability to provide a solution for these tasks.

User Impact:
The number of users affected by these tasks and the potential impact of providing a solution.

Key Insights:

Moderation of Social Media Profiles:
Identified as a critical task that users perform frequently and where existing solutions were found lacking.

Content Scheduling and Posting:
Users needed better tools for scheduling and posting content across multiple platforms.

Real-time Analytics:
Providing users with real-time insights and analytics to help them make data-driven decisions more frequently.

User Engagement Management:
Tools for managing interactions and engagement on social media, including responding to comments and messages.

Key Insights:

Moderation of Social Media Profiles:
Identified as a critical task that users perform frequently and where existing solutions were found lacking.

Content Scheduling and Posting:
Users needed better tools for scheduling and posting content across multiple platforms.

Real-time Analytics:
Providing users with real-time insights and analytics to help them make data-driven decisions more frequently.

User Engagement Management:
Tools for managing interactions and engagement on social media, including responding to comments and messages.

Key Insights:

Moderation of Social Media Profiles:
Identified as a critical task that users perform frequently and where existing solutions were found lacking.

Content Scheduling and Posting:
Users needed better tools for scheduling and posting content across multiple platforms.

Real-time Analytics:
Providing users with real-time insights and analytics to help them make data-driven decisions more frequently.

User Engagement Management:
Tools for managing interactions and engagement on social media, including responding to comments and messages.

starting new project

starting new project

Kick-starting the Social Inbox Project

Kick-off Meeting for Social Media Moderation

Kick-off Meeting for Social Media Moderation

I conducted a comprehensive kick-off workshop to initiate the new project focused on Social Media Profile Moderation. This session included the entire product team and engineering leaders. The meeting was documented on a canvas and shared with the rest of the company to ensure alignment and transparency.

I conducted a comprehensive kick-off workshop to initiate the new project focused on Social Media Profile Moderation. This session included the entire product team and engineering leaders. The meeting was documented on a canvas and shared with the rest of the company to ensure alignment and transparency.

I conducted a comprehensive kick-off workshop to initiate the new project focused on Social Media Profile Moderation. This session included the entire product team and engineering leaders. The meeting was documented on a canvas and shared with the rest of the company to ensure alignment and transparency.

Custom Design Process for Social Media Moderation

Custom Design Process for Social Media Moderation

After conducting the kick-off workshop, I developed a dedicated design process tailored to our new direction of enhancing social media moderation features. This process was designed to be flexible and adaptable, allowing us to iterate and improve based on ongoing feedback and evolving goals. The process was shared with the team.

After conducting the kick-off workshop, I developed a dedicated design process tailored to our new direction of enhancing social media moderation features. This process was designed to be flexible and adaptable, allowing us to iterate and improve based on ongoing feedback and evolving goals. The process was shared with the team.

After conducting the kick-off workshop, I developed a dedicated design process tailored to our new direction of enhancing social media moderation features. This process was designed to be flexible and adaptable, allowing us to iterate and improve based on ongoing feedback and evolving goals. The process was shared with the team.

bUilding understanding

bUilding understanding

Primary Research

Defining Research Questions

Defining Research Questions

At this stage, we began with a kick-off workshop aimed at defining our primary research questions and hypotheses. This workshop clarified our assumptions about the product problem and how users might use our product.

The questions we sought to answer included:

• What are our assumptions about the product problem we want to solve?

• How could the product be used?

• How are people solving the problem right now?

These questions formed the basis of our user research plan. The book “Validating Product Ideas” by Tomer Sharon guided our approach to planning and executing this research.

At this stage, we began with a kick-off workshop aimed at defining our primary research questions and hypotheses. This workshop clarified our assumptions about the product problem and how users might use our product.

The questions we sought to answer included:

• What are our assumptions about the product problem we want to solve?

• How could the product be used?

• How are people solving the problem right now?

These questions formed the basis of our user research plan. The book “Validating Product Ideas” by Tomer Sharon guided our approach to planning and executing this research.

At this stage, we began with a kick-off workshop aimed at defining our primary research questions and hypotheses. This workshop clarified our assumptions about the product problem and how users might use our product.

The questions we sought to answer included:

• What are our assumptions about the product problem we want to solve?

• How could the product be used?

• How are people solving the problem right now?

These questions formed the basis of our user research plan. The book “Validating Product Ideas” by Tomer Sharon guided our approach to planning and executing this research.

User Interviews

User Interviews

Once we had our research plan and questions in place, I have conducted 10 user interviews. These interviews were essential for gaining insights into the daily workflows and challenges of our target users. 

This structured approach to primary research ensured that we had a clear understanding of the problems and opportunities from our users’ perspectives, which was crucial for guiding the next steps in our product development process.

Once we had our research plan and questions in place, I have conducted 10 user interviews. These interviews were essential for gaining insights into the daily workflows and challenges of our target users. 

This structured approach to primary research ensured that we had a clear understanding of the problems and opportunities from our users’ perspectives, which was crucial for guiding the next steps in our product development process.

Once we had our research plan and questions in place, I have conducted 10 user interviews. These interviews were essential for gaining insights into the daily workflows and challenges of our target users. 

This structured approach to primary research ensured that we had a clear understanding of the problems and opportunities from our users’ perspectives, which was crucial for guiding the next steps in our product development process.

Synthesizing Insights and Prioritizing Key Findings

Synthesizing Insights and Prioritizing Key Findings

Workshop Outcomes:

Response Time: Users expressed a need for faster response times to new content and interactions.

Notifications: There were issues with how notifications were handled, leading to delays in responses.

CMS/Documents: The process of managing documents and content within the CMS needed improvement.

History & Search: Users found it challenging to track and find past interactions and responses.

Workshop Outcomes:

Response Time: Users expressed a need for faster response times to new content and interactions.

Notifications: There were issues with how notifications were handled, leading to delays in responses.

CMS/Documents: The process of managing documents and content within the CMS needed improvement.

History & Search: Users found it challenging to track and find past interactions and responses.

Workshop Outcomes:

Response Time: Users expressed a need for faster response times to new content and interactions.

Notifications: There were issues with how notifications were handled, leading to delays in responses.

CMS/Documents: The process of managing documents and content within the CMS needed improvement.

History & Search: Users found it challenging to track and find past interactions and responses.

Next Steps:

• I summarized the workshop findings and shared them with the broader team and stakeholders. This ensured that everyone was aligned on the key priorities and next steps.

• The prioritized insights guided the focus of our secondary research, which aimed to validate these findings and explore potential solutions.

Next Steps:

• I summarized the workshop findings and shared them with the broader team and stakeholders. This ensured that everyone was aligned on the key priorities and next steps.

• The prioritized insights guided the focus of our secondary research, which aimed to validate these findings and explore potential solutions.

Next Steps:

• I summarized the workshop findings and shared them with the broader team and stakeholders. This ensured that everyone was aligned on the key priorities and next steps.

• The prioritized insights guided the focus of our secondary research, which aimed to validate these findings and explore potential solutions.

Secondary Research

Detailed Exploration through Secondary Research

Detailed Exploration

After the workshop, we focused on addressing key issues within Sotrender, particularly social media content moderation. We outlined specific questions to better understand these challenges.

I conducted five more interviews, targeting identified problems. The results were synthesized into a Jobs-to-Be-Done (JTBD) framework, which provided actionable insights for concept development. I chose JTBD over personas for a more dynamic, goal-oriented approach aligned with user needs.

After the workshop, we focused on addressing key issues within Sotrender, particularly social media content moderation. We outlined specific questions to better understand these challenges.

I conducted five more interviews, targeting identified problems. The results were synthesized into a Jobs-to-Be-Done (JTBD) framework, which provided actionable insights for concept development. I chose JTBD over personas for a more dynamic, goal-oriented approach aligned with user needs.

Evaluating Competitors’ Approaches to Social Media Moderation

Evaluating Competitors

After two rounds of user interviews, I conducted a competitive analysis to see how competitors address our identified issues. This ensured our solution was innovative and user-centric.

After two rounds of user interviews, I conducted a competitive analysis to see how competitors address our identified issues. This ensured our solution was innovative and user-centric.

Key Insights from Competitive Analysis:

Agora Pulse: Integrated inbox and listening features but lacks advanced notification filtering.

Napoleon: Comprehensive moderation with chronological filtering, limited messaging app integration.

SocialBakers: Strong monitoring and management, advanced tagging, and filtering, available with higher-tier plans.

Sprout Social: Excels in analytics and social listening but lacks features for rapid moderation response.

Key Insights from Competitive Analysis:

Agora Pulse: Integrated inbox and listening features but lacks advanced notification filtering.

Napoleon: Comprehensive moderation with chronological filtering, limited messaging app integration.

SocialBakers: Strong monitoring and management, advanced tagging, and filtering, available with higher-tier plans.

Sprout Social: Excels in analytics and social listening but lacks features for rapid moderation response.

Key Aspects for Sotrender’s Development:

1. Efficient Notification Filtering: Advanced filtering options for specific notifications.

2. Seamless Integration: Smooth integration with popular messaging apps.

3. User-Centric Tagging System: Robust tagging and categorization for effective content management.

Key Aspects for Sotrender’s Development:

1. Efficient Notification Filtering: Advanced filtering options for specific notifications.

2. Seamless Integration: Smooth integration with popular messaging apps.

3. User-Centric Tagging System: Robust tagging and categorization for effective content management.

developing The Solution

Defining and developing

Designing the Social Media Moderation Solution

Ideation and Initial Sketches

Ideation and Initial Sketches

In this phase, I developed the information architecture, user flows, and sketches during ideation workshops with the product team. Using techniques like Crazy 8 and the “How Might We” (HMW) method, we focused on specific problems identified earlier to ensure solutions aligned with user needs and job-to-be-done (JTBD).

In this phase, I developed the information architecture, user flows, and sketches during ideation workshops with the product team. Using techniques like Crazy 8 and the “How Might We” (HMW) method, we focused on specific problems identified earlier to ensure solutions aligned with user needs and job-to-be-done (JTBD).

Mid-Fidelity Mockups and Prototyping

Mid-Fidelity Mockups and Prototyping

After several rounds of iteration on the sketches and user flows, I progressed to creating mid-fidelity mockups and began prototyping. This phase involved refining the visual and interactive aspects of the design while maintaining close collaboration with the product team and the engineering team.

After several rounds of iteration on the sketches and user flows, I progressed to creating mid-fidelity mockups and began prototyping. This phase involved refining the visual and interactive aspects of the design while maintaining close collaboration with the product team and the engineering team.

After several rounds of iteration on the sketches and user flows, I progressed to creating mid-fidelity mockups and began prototyping. This phase involved refining the visual and interactive aspects of the design while maintaining close collaboration with the product team and the engineering team.

usability testing

usability testing

Validating Design

Planning and Conducting Usability Tests

Once we had solidified the primary user scenarios in mid-fidelity designs and created a working prototype, I began planning the usability testing phase. The goal was to gather user feedback on the proposed MVP solution to ensure it met their expectations, was user-friendly, and effectively solved their problems.

I prepared detailed test scenarios and a structured plan for conducting usability tests. This involved creating tasks that users would perform during the test sessions to simulate real-world use of the new social media moderation feature.

Once we had solidified the primary user scenarios in mid-fidelity designs and created a working prototype, I began planning the usability testing phase. The goal was to gather user feedback on the proposed MVP solution to ensure it met their expectations, was user-friendly, and effectively solved their problems.

I prepared detailed test scenarios and a structured plan for conducting usability tests. This involved creating tasks that users would perform during the test sessions to simulate real-world use of the new social media moderation feature.

Once we had solidified the primary user scenarios in mid-fidelity designs and created a working prototype, I began planning the usability testing phase. The goal was to gather user feedback on the proposed MVP solution to ensure it met their expectations, was user-friendly, and effectively solved their problems.

I prepared detailed test scenarios and a structured plan for conducting usability tests. This involved creating tasks that users would perform during the test sessions to simulate real-world use of the new social media moderation feature.

Analyzing Feedback
and Key Insights

Analyzing Feedback
and Key Insights

Post-usability tests, I synthesized feedback to identify key insights for refining the design. I documented common issues and suggestions from participants and shared these findings with the product and engineering teams to prioritize and implement changes.

Post-usability tests, I synthesized feedback to identify key insights for refining the design. I documented common issues and suggestions from participants and shared these findings with the product and engineering teams to prioritize and implement changes.

Post-usability tests, I synthesized feedback to identify key insights for refining the design. I documented common issues and suggestions from participants and shared these findings with the product and engineering teams to prioritize and implement changes.

Key Usability Feedback and Insights:

1. Quick Access to Comment Management:

• Users need immediate access to options for managing comments, enhancing efficiency.

2. Improved Tag Filtering:

• Clear and prominent tag filtering, especially for Messenger, is crucial for better organization.

3. Unified Notification Inbox:

• A single inbox for all notifications from various social media profiles simplifies management.

1. Quick Access to Comment Management:

• Users need immediate access to options for managing comments, enhancing efficiency.

2. Improved Tag Filtering:

• Clear and prominent tag filtering, especially for Messenger, is crucial for better organization.

3. Unified Notification Inbox:

• A single inbox for all notifications from various social media profiles simplifies management.

1. Quick Access to Comment Management:

• Users need immediate access to options for managing comments, enhancing efficiency.

2. Improved Tag Filtering:

• Clear and prominent tag filtering, especially for Messenger, is crucial for better organization.

3. Unified Notification Inbox:

• A single inbox for all notifications from various social media profiles simplifies management.

4. Efficient Archiving System:

• Users want a reliable archive system to store and retrieve past interactions.

5. Streamlined Response Workflow:

• Speed and ease of responding to new content are vital for maintaining user engagement and satisfaction.

4. Efficient Archiving System:

• Users want a reliable archive system to store and retrieve past interactions.

5. Streamlined Response Workflow:

• Speed and ease of responding to new content are vital for maintaining user engagement and satisfaction.

4. Efficient Archiving System:

• Users want a reliable archive system to store and retrieve past interactions.

5. Streamlined Response Workflow:

• Speed and ease of responding to new content are vital for maintaining user engagement and satisfaction.

Additional suggestions included the integration of customizable response templates, an intuitive interface, and seamless integration with existing tools.

These insights provided a clear direction for refining the MVP and ensuring it delivered a valuable and user-friendly experience.

Additional suggestions included the integration of customizable response templates, an intuitive interface, and seamless integration with existing tools.

These insights provided a clear direction for refining the MVP and ensuring it delivered a valuable and user-friendly experience.

Additional suggestions included the integration of customizable response templates, an intuitive interface, and seamless integration with existing tools.

These insights provided a clear direction for refining the MVP and ensuring it delivered a valuable and user-friendly experience.

final Design and Product Analytics

final Design +
Product Analytics

final Design and Product Analytics

High-Fidelity Designs and KPI Tracking

High Fidelity Designs and Design Library

After incorporating feedback from the engineering team, I started high-fidelity designs, creating new components for the Social Inbox feature using our existing UI Design Library. I iterated on designs based on feedback from internal product meetings and weekly refinement sessions. The goal was to create a robust MVP of the Social Inbox for testing and further iteration.

After incorporating feedback from the engineering team, I started high-fidelity designs, creating new components for the Social Inbox feature using our existing UI Design Library. I iterated on designs based on feedback from internal product meetings and weekly refinement sessions. The goal was to create a robust MVP of the Social Inbox for testing and further iteration.

After incorporating feedback from the engineering team, I started high-fidelity designs, creating new components for the Social Inbox feature using our existing UI Design Library. I iterated on designs based on feedback from internal product meetings and weekly refinement sessions. The goal was to create a robust MVP of the Social Inbox for testing and further iteration.

Product Analytics and KPI Monitoring

Product Analytics and KPI Monitoring

In parallel with high-fidelity design work, I collaborated with our Product Analyst to define KPIs for the Social Inbox feature. We identified key metrics and established a measurement plan based on initial hypotheses. The analyst, updated on project progress, helped formulate a detailed analytics strategy. We planned the MVP release for a control group of alpha users to gather feedback and data before a full rollout.

In parallel with high-fidelity design work, I collaborated with our Product Analyst to define KPIs for the Social Inbox feature. We identified key metrics and established a measurement plan based on initial hypotheses. The analyst, updated on project progress, helped formulate a detailed analytics strategy. We planned the MVP release for a control group of alpha users to gather feedback and data before a full rollout.

In parallel with high-fidelity design work, I collaborated with our Product Analyst to define KPIs for the Social Inbox feature. We identified key metrics and established a measurement plan based on initial hypotheses. The analyst, updated on project progress, helped formulate a detailed analytics strategy. We planned the MVP release for a control group of alpha users to gather feedback and data before a full rollout.

Rolling Out the MVP of Social Inbox

We rolled out the MVP of the Social Inbox to 10 selected alpha users to validate assumptions and gather feedback. We actively engaged with these users and used Mixpanel for product analytics to monitor usage and identify issues.

Key feedback led to enhancements, including sentiment analysis using AI models and support for more social media channels. This iterative approach ensured the Social Inbox was refined and successfully deployed to all users, improving their social media management.

We rolled out the MVP of the Social Inbox to 10 selected alpha users to validate assumptions and gather feedback. We actively engaged with these users and used Mixpanel for product analytics to monitor usage and identify issues.

Key feedback led to enhancements, including sentiment analysis using AI models and support for more social media channels. This iterative approach ensured the Social Inbox was refined and successfully deployed to all users, improving their social media management.

Results

Situation

Outcomes and Learnings

Addressing Initial Challenges

Addressing Initial Challenges

The Social Inbox successfully addressed the primary challenges identified at the start of the project. We tackled issues of market saturation, cyclical usage patterns, and lack of engagement by providing a tool that integrated into users’ daily workflows. This ensured that social media managers and strategists found consistent value in our platform beyond just bi-monthly report generation.

The Social Inbox successfully addressed the primary challenges identified at the start of the project. We tackled issues of market saturation, cyclical usage patterns, and lack of engagement by providing a tool that integrated into users’ daily workflows. This ensured that social media managers and strategists found consistent value in our platform beyond just bi-monthly report generation.

The Social Inbox successfully addressed the primary challenges identified at the start of the project. We tackled issues of market saturation, cyclical usage patterns, and lack of engagement by providing a tool that integrated into users’ daily workflows. This ensured that social media managers and strategists found consistent value in our platform beyond just bi-monthly report generation.

Market Saturation

Enhanced product differentiation with new features.

Market Saturation

Enhanced product differentiation with new features.

Market Saturation

Enhanced product differentiation with new features.

Market
Saturation

Enhanced product differentiation with new features.

Lack of Engagement

Provided additional value that justified increased platform usage.

Cyclical Usage Pattern

Increased daily user engagement through regular content moderation.

Lack of Engagement

Provided additional value that justified increased platform usage.

Lack of Engagement

Provided additional value that justified increased platform usage.

Lack of Engagement

Provided additional value that justified increased platform usage.

Cyclical Usage Pattern

Increased daily user engagement through regular content moderation.

Cyclical Usage Pattern

Increased daily user engagement through regular content moderation.

Cyclical Usage Pattern

Increased daily user engagement through regular content moderation.

User Engagement and Feedback

The feedback from users who adopted the Social Inbox was overwhelmingly positive. Users appreciated the enhanced moderation capabilities, which were more sophisticated than the basic options provided by social media platforms like Facebook and Instagram. This positive reception was crucial in driving higher engagement levels.

The feedback from users who adopted the Social Inbox was overwhelmingly positive. Users appreciated the enhanced moderation capabilities, which were more sophisticated than the basic options provided by social media platforms like Facebook and Instagram. This positive reception was crucial in driving higher engagement levels.

Reflections: Key Learnings and Insights

Reflections: Key Learnings and Insights

Transparent Communication:
Better alignment was needed within the company. Communication between marketing and other departments like Customer Success and Sales was insufficient. Improved alignment probably would have enhanced outcomes.

Marketing Team Engagement:
The marketing team needed to be more active and skilled in promoting the feature. Their involvement in content creation and the launch strategy was lacking.

Transparent Communication:
Better alignment was needed within the company. Communication between marketing and other departments like Customer Success and Sales was insufficient. Improved alignment probably would have enhanced outcomes.

Marketing Team Engagement:
The marketing team needed to be more active and skilled in promoting the feature. Their involvement in content creation and the launch strategy was lacking.

Addressing Customer Needs:
We effectively addressed customer needs, building a product that met target audience demands, utilized technical capabilities, and provided value, reinforcing the importance of a customer-centric approach.

Alignment and Knowledge Sharing:
The project underscored the need for better alignment and knowledge sharing within the team. Involving all customer touchpoints, especially non-product teams, is crucial for long-term success.

Addressing Customer Needs:
We effectively addressed customer needs, building a product that met target audience demands, utilized technical capabilities, and provided value, reinforcing the importance of a customer-centric approach.

Alignment and Knowledge Sharing:
The project underscored the need for better alignment and knowledge sharing within the team. Involving all customer touchpoints, especially non-product teams, is crucial for long-term success.

Have Questions or Need More Details?
Let’s Connect!

Have Questions or Need More Details?
Let’s Connect!

Every project has unique challenges and opportunities. Let's chat if you’re curious about the Social Inbox project or how similar strategies can elevate your business.

Every project has unique challenges and opportunities. Let's chat if you’re curious about the Social Inbox project or how similar strategies can elevate your business.

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80/20 Design

Empowering Ideas, Enabling Growth.

Products

———————————

🔬 User Research Lab

Coming Soon!

© 80/20 Design 2024. All rights reserved.

Privacy Policy. Terms of Use.

80/20 Design

Empowering Ideas, Enabling Growth.

Products

——————————

🔬 User Research Lab

Coming Soon!

© 80/20 Design 2024. All rights reserved.

Privacy Policy. Terms of Use.