Platform tailors for the liter user tier
Project Summary
Due to the complexity of our legacy product, some of our customers refused to use the interface for message sending. They also expressed their desire to avoid additional seat costs associated with the platform. The interim solution provided by the internal team led to revenue loss as no platform fees are required and pose risks to our platform, that are not aligned with our goal of being a trusted and secure platform.
This project enables the implementation of a solution tailored to this user tier. By doing so, we can address the needs of lighter content creators while maintaining the integrity and functionality of the platform.
My Role
Product Designer
Teams
Scrum team | Solution Architect | Marketing | Product Operation | Support
Skills
Wireframing | Prototyping | Usability testing | Design QA
Workshop | Facilitation | Communication | Stakeholder management
All legacy products have their problem
Due to the complexity of our legacy product, some of our customers refused to use the interface for message sending as they only needed to send simple SMS. They also expressed their desire to avoid additional seat costs associated with the platform because they don't need the full functionality of the platform.
Our solution architect team proposed a workaround to address the needs of this user tier and provide a “separate login” page, allowing those users to send messages via this portal.
This creative solution led to revenue loss as no platform fees are required and poses risks to our platform, that are not aligned with our goal of being a trusted and secure platform.
It also requires manual implementation from the Whispir internal team which makes this solution hard to scale.
#How might we
Help the lighter content users effortlessly send messages to their contacts while leveraging the platform’s capability
Product goal
It is crucial that we implement a solution tailored to this user tier appropriately. By doing so, we can address the needs of lighter content creators while maintaining the integrity and functionality of the platform.
Results
The implementation of a standalone web-based platform enables us to:
Increase the platform usage through a simple SMS-sending experience
Reduce technical debt
Enhance security measures of the platform
Create a new revenue stream
This project is currently at beta release stage, with 42 active users on the platform.
We will measure the success through the following metrics:
Tracking the number of reduction in security incidents logging in through shared accounts
Tracking the number of sign-ups to measure user adoption and engagement
Monitoring the volume of SMS messages sent to assess platform usage and activity
Observing and analyzing user experience metrics through Fullstory to ensure a seamless and satisfactory user journey.