LiveChat Home Screen
livechat.com
2021/2022
Product Design
livechat.com
2021/2022
Product Design
Introduction
Think about Home Screen as an app or website built out of the blocks you've chosen to represent your brand the best. Whether your business is more support or sales-oriented, you can adapt Home Screen to your customer's needs. In the LiveChat context, It's also a view where end users can decide by which communication channel they want to reach the company. My responsibilities in this project were ideation, interaction design, and delivering a high-fidelity prototype.
Introduction
Think about Home Screen as an app or website built out of the blocks you've chosen to represent your brand the best. Whether your business is more support or sales-oriented, you can adapt Home Screen to your customer's needs. In the LiveChat context, It's also a view where end users can decide by which communication channel they want to reach the company. My responsibilities in this project were ideation, interaction design, and delivering a high-fidelity prototype.
Introduction
Think about Home Screen as an app or website built out of the blocks you've chosen to represent your brand the best. Whether your business is more support or sales-oriented, you can adapt Home Screen to your customer's needs. In the LiveChat context, It's also a view where end users can decide by which communication channel they want to reach the company. My responsibilities in this project were ideation, interaction design, and delivering a high-fidelity prototype.
Introduction
Think about Home Screen as an app or website built out of the blocks you've chosen to represent your brand the best. Whether your business is more support or sales-oriented, you can adapt Home Screen to your customer's needs. In the LiveChat context, It's also a view where end users can decide by which communication channel they want to reach the company. My responsibilities in this project were ideation, interaction design, and delivering a high-fidelity prototype.
Who are the users?
When coming up with new features in LiveChat, a designer needs to consider both the end-user and a customer's point of view. In that case, the most important for coming up with the right use cases was observing the end-users. I guess it wouldn't be too much if I said that we all used a business communicator like LiveChat at least once in our lifetime. That means that the target audience for such a feature is broad, so the solutions must be universal.
What are the problems?
Some of the integrations for the Chat widget are not fully automated, meaning that it's the agent who needs to send it manually to the end-user.
The current solution for displaying many integrations directly in the chat feed results in poor affordance and clutters the interface.
Approach
Having an editable and mobile-ready Home screen could eliminate the need for a traditional website that might be hard to maintain. I assumed that if LiveChat could provide an easily editable site where customers can showcase their brand and provide accessible communication channels, it would lower the product entry threshold. Around 60% of overall chats in LiveChat come from mobile users, so it was essential to create a mobile-ready view that will serve as a minimalistic website.
Approach
Having an editable and mobile-ready Home screen could eliminate the need for a traditional website that might be hard to maintain. I assumed that if LiveChat could provide an easily editable site where customers can showcase their brand and provide accessible communication channels, it would lower the product entry threshold. Around 60% of overall chats in LiveChat come from mobile users, so it was essential to create a mobile-ready view that will serve as a minimalistic website.
Approach
Having an editable and mobile-ready Home screen could eliminate the need for a traditional website that might be hard to maintain. I assumed that if LiveChat could provide an easily editable site where customers can showcase their brand and provide accessible communication channels, it would lower the product entry threshold. Around 60% of overall chats in LiveChat come from mobile users, so it was essential to create a mobile-ready view that will serve as a minimalistic website.
Approach
Having an editable and mobile-ready Home screen could eliminate the need for a traditional website that might be hard to maintain. I assumed that if LiveChat could provide an easily editable site where customers can showcase their brand and provide accessible communication channels, it would lower the product entry threshold. Around 60% of overall chats in LiveChat come from mobile users, so it was essential to create a mobile-ready view that will serve as a minimalistic website.
The Agent app perspective
Adding new stuff to a complex system is no piece of cake. LiveChat Agent app is a comprehensive product with many nuances operating under the hood. To design it right, one has to consider many flows, including greeting customers with targeted messages and switching between online/offline states. Since Home Screen would be an ideal place for app integrations, we had to develop the customization flow on the LiveChat customer side.
The Agent app perspective
Adding new stuff to a complex system is no piece of cake. LiveChat Agent app is a comprehensive product with many nuances operating under the hood. To design it right, one has to consider many flows, including greeting customers with targeted messages and switching between online/offline states. Since Home Screen would be an ideal place for app integrations, we had to develop the customization flow on the LiveChat customer side.
The Agent app perspective
Adding new stuff to a complex system is no piece of cake. LiveChat Agent app is a comprehensive product with many nuances operating under the hood. To design it right, one has to consider many flows, including greeting customers with targeted messages and switching between online/offline states. Since Home Screen would be an ideal place for app integrations, we had to develop the customization flow on the LiveChat customer side.
The Agent app perspective
Adding new stuff to a complex system is no piece of cake. LiveChat Agent app is a comprehensive product with many nuances operating under the hood. To design it right, one has to consider many flows, including greeting customers with targeted messages and switching between online/offline states. Since Home Screen would be an ideal place for app integrations, we had to develop the customization flow on the LiveChat customer side.
Pending validation of the idea
Home Screen in LiveChat would be a novelty dedicated mainly to the end-users. That's why testing it with people who never had anything to do with the LiveChat agent app seems like a good idea. There is a platform Userbrain, that we will be using to conduct non-moderated usability tests. Besides usability testing, we will also ask respondents a few "overall feeling" questions about the feature.
Pending validation of the idea
Home Screen in LiveChat would be a novelty dedicated mainly to the end-users. That's why testing it with people who never had anything to do with the LiveChat agent app seems like a good idea. There is a platform Userbrain, that we will be using to conduct non-moderated usability tests. Besides usability testing, we will also ask respondents a few "overall feeling" questions about the feature.
Pending validation of the idea
Home Screen in LiveChat would be a novelty dedicated mainly to the end-users. That's why testing it with people who never had anything to do with the LiveChat agent app seems like a good idea. There is a platform Userbrain, that we will be using to conduct non-moderated usability tests. Besides usability testing, we will also ask respondents a few "overall feeling" questions about the feature.
Pending validation of the idea
Home Screen in LiveChat would be a novelty dedicated mainly to the end-users. That's why testing it with people who never had anything to do with the LiveChat agent app seems like a good idea. There is a platform Userbrain, that we will be using to conduct non-moderated usability tests. Besides usability testing, we will also ask respondents a few "overall feeling" questions about the feature.
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