User Feedback: Collected detailed user feedback to understand the current limitations and pain points in the existing chat feature.
Market Research: Conducted market research to identify best practices and trends in chat features within similar apps.
Behavior Analysis: Analyzed user behavior data to identify common issues and points of friction in the chat experience.2. Ideation and Conceptualization
Idea Generation: Held brainstorming sessions with cross-functional teams to generate ideas for an improved chat experience.
User Stories and Personas: Developed user stories and personas to ensure the redesign would meet the needs of diverse users.
Wireframing: Created low-fidelity wireframes to outline the new chat interface and user flow.3. Design and Prototyping
High-Fidelity Mockups: Designed high-fidelity mockups using design tools like Sketch and Figma, ensuring alignment with the app’s visual identity.
Interactive Prototypes: Developed interactive prototypes to simulate the new chat experience and gather feedback from stakeholders and test users.
Usability Testing: Conducted usability testing sessions to identify and address any issues with the new chat design.4. Iteration and Refinement
Feedback Integration: Integrated feedback from usability tests to refine the chat design.
A/B Testing: Conducted A/B testing to compare the new chat design with the existing one and measure improvements in user engagement and satisfaction.
Accessibility Improvements: Ensured the new chat design adhered to accessibility standards to cater to all users, including those with disabilities.5. Implementation and Rollout
Developer Collaboration: Worked closely with developers to ensure accurate implementation of the new chat design.
Quality Assurance (QA): Performed thorough QA testing to identify and resolve any issues before the final rollout.
Launch and Monitoring: Launched the updated chat feature and monitored its performance to gather real-world feedback and make further adjustments if needed.Results
Increased User Engagement: Engagement with the chat feature increased by 30%, with users spending more time interacting through the chat.
Enhanced User Satisfaction: User satisfaction ratings for the chat feature improved, with positive feedback highlighting the ease of use and enhanced functionality.
Reduced Support Queries: There was a significant reduction in customer support queries related to chat issues, indicating a smoother user experience.
Faster Response Times: The new chat design enabled faster response times, contributing to a more efficient communication process.
Higher Retention Rates: The improved chat experience contributed to higher overall app retention rates, as users found the feature more useful and enjoyable.
Enhance User Engagement: Create an instruction experience that captures user interest immediately.
Convey Freshness and Quality: Use real videos to emphasize on how to use of products.
Simplify Onboarding: Make the onboarding process intuitive and quick to reduce cancellation.
Technical Issue: If the key is not ready yet, we can askuser to wait while asking an option to navigate themto the your stay screen.if there is an technical issue, we can make try againand view instruction buttons are more visible
Timeout Issue: Short and smooth onboarding.
Easy to reach mobile key.Less busy key screen.
Cancellation: Don’t let users to proceed to mobile key without turning Wifi and Bluetooth on.Maybe setting a vibration feature function while key is processing and when its not getting signal (maybe user is away from the lock etc) vibration stops and then display this error ( If you experience issue then move your phone away from the reader and try to tap again after a few seconds.)if it seems like there is no signal from the phone then we can try the circle icon as clickable and user can try again with his shortcut? (Hmm... it seems like we cant get signal from your phone. come closer?) with it, user feels like trying again.
User Feedback: Gathered insights from user feedback to understand pain points with the existing digital key feature.
Competitor Analysis: Analyzed similar features in competitor apps to identify best practices and potential improvements.
Data Analysis: Reviewed usage data to pinpoint areas where users were experiencing difficulties or drop-offs.
Ideation and Prototyping:Created wireframes and prototypes to visualize the new onboarding flow.
High-Fidelity Mockups: Developed high-fidelity mockups using tools like Sketch and Figma, incorporating brand guidelines for a consistent look and feel.
Interactive Prototypes: Built interactive prototypes to simulate the user experience and gather initial feedback from stakeholders and selected users.
Collaboration with Developers: Worked closely with the development team to ensure the design was implemented accurately and efficiently.
QA Testing: Performed thorough QA testing to catch any bugs or issues before the final rollout.
Launch and Monitoring: Launched the updated digital key feature and monitored its performance, ready to make further adjustments based on real-world usage.
Increased User Engagement: Engagement with the digital key feature increased by 40%, with more users opting to use it over traditional check-in methods.
Improved User Satisfaction: User satisfaction ratings for the digital key feature improved significantly, with positive feedback highlighting the ease of use and convenience.
Reduced Drop-Off Rates: The drop-off rate during the digital key activation process decreased by 25%, indicating a smoother and more intuitive user flow.
Enhanced Security: The new design incorporated advanced security measures, reducing the incidence of security-related issues and boosting user trust.
Higher Retention Rates: Overall app retention rates increased, as the improved digital key experience contributed to a more seamless and enjoyable user journey.
