USER RESEARCH

The inception of our research endeavour was fueled by the desire to delve into the intricacies of clients' interactions with the WePly dashboard and their preferences for receiving reports. The initial phase involved conducting in-depth interviews with two smaller clients, revealing a surprising trend - these clients overwhelmingly depended on WePly's customer support for the delivery of their reports. This revelation marked a pivotal moment, prompting a strategic shift in our approach. Recognising the significance of this reliance on customer support, we decided to engage in direct conversations with the customer support department. This involved interviewing three customer support agents and the support manager.

Through these interviews, a compelling realisation unfolded - a noteworthy segment of WePly's clientele faced challenges in navigating the client's dashboard. This prompted a deeper exploration into the root causes behind this reliance on customer support for report dissemination. The insights gleaned from these discussions led to the identification and creation of the first user persona. This persona represented an older demographic, typically small business owners, who lacked confidence in using sophisticated software interfaces.

The creation of this initial persona was instrumental in establishing a clear differentiation from the second user persona, which embodied managerial personnel in larger companies. These individuals, operating in a different professional context, played a distinct role in overseeing their company's performance, particularly concerning lead conversion.

Armed with these comprehensive user personas, our research methodology evolved to include targeted interview groups, categorising participants based on the size of their companies. Four additional interviews with each group were conducted, shedding light on nuanced challenges and providing valuable insights into the unique needs and pain points of both smaller and larger clients within the WePly ecosystem.

As the interview data accumulated, patterns began to emerge, allowing us to gain a deeper understanding of the current setup's shortcomings and to outline potential solutions. This iterative process was further enhanced by the creation of an experience map, a visual representation that synthesised the user journey and highlighted key touchpoints for improvement.

Simultaneously, the redesign process was underway, informed by the ongoing interviews and the evolving understanding of client needs. The iterative nature of our research allowed us to refine and optimise our solutions based on real-time feedback, ensuring that the redesign was not just a cosmetic overhaul but a strategic and user-centric enhancement of the WePly platform.

In the subsequent phases of our research, more interviews were conducted, and the redesign process continued to evolve. The continuous feedback loop between interviews and the redesign efforts enabled us to fine-tune our solutions, addressing specific pain points raised by the users.

In conclusion, this comprehensive research journey, marked by user interviews, persona creation, and ongoing redesign, has positioned us to develop optimal solutions tailored to the diverse profiles within the WePly user base. The collaborative efforts of our team, fueled by a commitment to understanding and addressing user needs, have paved the way for a more user-friendly and effective WePly platform.

STYLE GUIDE

Embarking on the redesign of the existing client dashboard proved to be a challenging undertaking, necessitating some difficult decisions. In its current configuration, the platform employs two typefaces-Montserrat for headings and Open Sans for the body—an arrangement that may be perceived as suboptimal. Furthermore, the color scheme in place lacks adequate contrast, falling short in terms of basic accessibility standards. To address these concerns, a consensus was reached to streamline the design by opting for a singular typeface, namely Open Sans. This strategic decision aligns with our commitment to enhance visual cohesion and accessibility. Concurrently, efforts are underway to refine and optimise the color scheme, ensuring a more visually appealing and inclusive user experience moving forward.

BEFORE & AFTER: DASHBOARD

Over the span of a month, significant strides have been accomplished in our project. The invaluable input received from users during interviews, coupled with the outcomes of ideation sessions, has laid a robust foundation for advancing further in our development efforts.

BEFORE & AFTER: CHAT STATISTICS

The simplification of chat statistics serves the purpose of enhancing user comprehension by presenting information in an easily digestible format. This user-centric approach empowers individuals to seamlessly interact with data, as they are granted the ability to personalise the information displayed on the table. This customisation feature affords users the flexibility to handpick and prioritise specific data points that align with their unique preferences and priorities. By incorporating this level of control, the system ensures a more tailored and meaningful experience, fostering a deeper engagement with the chat statistics functionality.

CHAT HISTORY

The primary objective of the Chat History functionality is to furnish users with a concise overview of completed chats. In addition to this, users are endowed with the ability to apply a diverse set of filters, enabling them to tailor the information display according to specific criteria. Notably, the system also delivers essential details related to website visitors, offering users valuable insights that can be instrumental in converting these visits into prospective leads.

CONCLUSION

In conclusion, despite the constraint of a tight timeframe, limited to just one month, the successful redesign of the main screens has been accomplished. Engaging in conversations with users to discern their pain points while utilizing WePly's platform has yielded a robust foundation of valuable insights. This comprehensive understanding now serves as a cornerstone for advancing toward the development of the platform's new interface. The collaborative dialogue with users has not only informed the redesign process but has also positioned the project on a trajectory that aligns closely with the needs and preferences of the platform's user base.