The problem
Originally branded as PathAdvice, Let’s Connect is a customer support widget that allows chat, voice and video calls directly in a website. The product was facing issues with low user acquisition and retention. A UX Audit was initially perform to identify root of the problems.
- Widget usability issues
- Design doesn’t connect with audience
- Difficult activation for first-time users
- Low user retention rates
- Users are hesitant to placing video calls
New brand & style
guidelines
New branding creates a stronger connection with the audience by using modern style, a color palette that with direct association with communication, and the design of robust application icon that is easy to recognize and memorable.
New style guidelines were created to support new branding and ensure a consistent implementation in the user interface framework.
Widget UI Design
Designed to simulate a mobile experience, the new UI for the widget relies heavily in familiar design patterns to ensure higher discoverability, learnability and easy-of-use.
- New menu structure improves discoverability
- Use of proven design patterns
- Simulates mobile experience for messaging apps
- Gives emphasis to text messages and voice call over video
Usability Testing
A prototype testing session was conducted in Maze with 58 testers to validate the effectiveness of the new design. The results were overwhelmingly positive.
58
Hired
testers
95.8%
Direct
success
0%
Mission
unfinished
5.3s
Average
duration
94
Usability
score