Troop Messenger

Transforming Workplace
Communication

A start-up's ambitious journey to revolutionize the landscape of corporate communication with a sleek and user-friendly tool.

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Revolutionizing Troop Messenger: A UX Overhaul Summary
Services
From Research to Design
  • User Interface Design
  • Competitive analysis
  • Wireframing
  • Design for Android
  • Design for iOS
  • Developer collaboration
  • User Research
  • Information Architecture
  • Usability testing
Elevating Engagement by 21%
The Outcome of UX Optimization

By leveraging user feedback and data analytics to redesign critical touchpoints in Troop Messenger's interface, we enhanced user engagement by 21% within a month of implementing the changes. This UX optimization significantly boosted daily active users and increased average session times by 15%, contributing to a 3% surge in the product's revenue.

Confronting the 25% Drop-Off
Problem Statement and Solutions

Following its market introduction, Troop Messenger experienced a high drop-off rate of around 25% during onboarding. This led to fewer user conversions and an increased churn rate, negatively impacting the product's growth and revenue potential. The business issue that needed solving was to optimize the user experience, particularly during the onboarding phase, to reduce the drop-off rate, increase conversions, and enhance user engagement.

Tools
  • Survey Monkey
  • Adobe XD
  • Illustrator
  • Photoshop
  • Balsamiq
Timeline

2015-2016


Team

Stakeholders, UI Designers, Project Managers, Developers

My Role in the Project
From User Research to Interface Design

As the UX Designer, I teamed up with Engineers and Designers to analyze user behavior, identify issues, and create solutions. I led user research, developed personas, and designed wireframes and prototypes to address pain points. Collaborating with the engineering and UI teams, we implemented, tested, and refined the designs iteratively.

Understanding Our Users
Tailoring Troop Messenger for Every Company Size

Troop Messenger targeted small to large companies needing fast communication. Users struggled with a complex interface, organizing chats, and integrating with existing software. UX efforts focused on simplifying the interface, improving message tracking, and enabling easy integration with third-party apps.

The Race Against Time
Constraints, Process, and Activities to Enhance User Engagement
We were challenged by the management to increase user engagement and reduce the drop-off rate by 25% within a one-month window. With such a tight timeline, we had to quickly pinpoint the primary issues and design effective solutions.
Data Collection and Initial Insights The initial week was focused on gathering qualitative and quantitative data through user interviews, surveys, and app analytics. We identified the critical touchpoints where users faced difficulties and started working on potential solutions. We created several wireframes that proposed new navigation structures and interaction patterns aimed at simplifying the user experience.

Prototyping and User Feedback We turned the wireframes into interactive prototypes and conducted usability testing. We observed how the users interacted with our prototypes and made necessary iterations based on their feedback. By the end of the week, we had a set of improvements ready for implementation.
Implementation of Improvements The third week saw the implementation of our improvements into the live product. This included redesigning the user interface, streamlining navigation paths, and enhancing the visibility of critical features. The development team worked tirelessly to ensure all changes were correctly implemented and tested.

Testing and Post-Launch Analysis The last week involved rigorous testing of all implemented changes to ensure they were functioning as expected. We also prepared for post-launch monitoring to gather user feedback and measure the impact of our improvements. At the end of this intense month, we observed a significant increase in user engagement and a notable reduction in drop-off rates.
5-Stage
User Journey Map
User Journey Map
Designs
Initial Design

Initially, users were faced with an overwhelming amount of upfront information, leading to frustration when filling out all the details. Even for those who took the effort to complete the process, an additional step of email activation was required. To address this, our team conducted a collaborative session to identify potential improvements. We theorized the reasons behind users not proceeding after signup and began sketching ideas to enhance the process, focusing on making it more intuitive and obvious.

25% drop off
Final Design

We implemented changes to the onboarding process by segregating the input fields and eliminating the need for a confirmation email input. Instead, we asked users to enter the code received via email, thereby reducing the additional step. These modifications were tested with users, specifically by requesting them to sign up for the product. The results of the testing yielded positive outcomes, indicating an improved user experience during the onboarding process.

21% rise
Learnings

Good ideas can come from anywhere, and this project underscores the importance of embracing diverse perspectives and input. Key learnings are, the significance of prioritizing user-centered design, utilizing data-driven decision-making, leveraging iterative testing for product refinement, fostering cross-functional collaboration, embracing continuous improvement, and recognizing the impact of a streamlined user experience on business metrics. These insights highlight the value of open-mindedness, understanding user needs, leveraging data for informed decisions, promoting collaboration across teams, and continuously refining products to drive success.

Wireframes
User Journey Map
User Interface Design
User Journey Map