Role
Lead Product Designer
Responsibilities
Strategic vision
Product design
User research
Usability testing
Reach Outs
Reach Outs is a turn-key solution to initiate conversations with customers across multiple platforms such as SMS, email, and social media. This tool makes it simple to share information about products, sales, announcements, and more.
Situation
ONEHOPE faced a challenge in motivating new Wine Reps to promptly connect with and engage their personal networks upon joining the community. The aim was to create a feature that could allow Wine Reps to efficiently engage their contacts, build meaningful rapport, and enhance their impact through effective and personalized communication.
Task
As the Lead Product Designer, my responsibilities were to design the user experience for both mobile and web platforms, create reusable components for various types of 'Reach Outs', and influence the product's direction through innovative ideas and thorough analyses.
Results
The launch of the 'Reach Outs' tool resulted in 85% of new reps importing contacts, and 66% of new reps sent the Friends & Family Reach Out. Additionally, 12% of new reps had a contact place an order as a result of the Reach Out.
After refining the tool based on user feedback, 64% of reps started using 'Reach Outs' on a monthly or weekly basis, and over 118,295 'Reach Outs' were sent within a year. This indicated a successful transformation of the Wine Reps' experience in initiating conversations and effectively engaging their contacts.
ios version 1
Version 1 included only two Reach Outs to validate the feature.
Insights
“I want more
Reach Outs!”
“I want more
ways to share”
“I want to preview
before sending”
- We had heard from our reps who requested a more diverse range of 'Reach Outs'. So, a key focus was expanding the 'Reach Outs' library.
- We enhanced the 'Reach Outs' feature to include more sharing options. In addition to SMS and email, Reps now have the ability to share via social media or copy the details directly, addressing their need for greater flexibility.
- User feedback from our first version revealed confusion about the 'send' process. Some users assumed that pressing 'send' would immediately dispatch the 'Reach Out'. To remedy this, we implemented a preview feature, enabling users to review their 'Reach Out' before sending it.
ios version 2
Update the design of version 2 to incorporate more Reach Outs, sharing opportunities and the ability to preview before sending.
Desktop
Scaleable Framework
Scaleable Framework
What’s next?
- Build Custom Lists – The top feature request from CEs was the capability to organize their contacts into custom lists for sending 'Reach Outs'. This also encompassed the need for a 'Do not contact' list.
- Favorite – Creating the ability for CEs to favorite Reach Outs they frequently use for easy access, as well as their favorite contacts.
Selected Works
8+
Years Experience
30+
Research Studies
50+
Projects completed
