UX-Designer
Simon Sjödin
This project was on the request of the company Weply, who’s business idea is to generate leads through live chat interactions on websites. Currently, they have thousands of clients in 7 countries and are still rapidly growing.
Simon’s role in this project was to design an entire platform where Weply’s clients could access data about how their website-visitors behave on their websites and what they are asking for. Simon was the only UX & UI designer on this project and made everything from initial research to design systems, testing and iterating with developers.
The product got launched in august 2022 and is still a product that Simon continuously works with to improve.
When stepping into this project, Simon had no previous experience with the company or user needs. Therefore the first step was to create a research plan with the goal to map out business needs and user segments to further on be able to ideate on design solutions. The research was carried out in multiple steps.
With 4 customer success managers within Weply to learn more about the business needs and a general overview.
" We spend several days a month on creating detailed reports for our clients"
"All our clients have different needs since they vary so much in size and industry"
"Helping clients with basic things takes alot of time and resources from us"
7 client interviews, digging into user needs, goals and frustrations with Weply’s current services. The focus was mostly on finding bigger clients since they would have the most used of the first version of the product.
"I am interested in seeing what our visitors are writing about for marketing purposes"
"It can be hard to prove to my managers that Weply brings enough value for the money"
"Weply has bad transparancy, how can I see what people write in my chats?"
Smaller clients are often shorter in time and cares more about value than performance of website.
To debrief, analyse and find common patterns between different interviewees, both internal and external.
To get more data and to be able to map out target segments better, around 400 online surveys were sent out to clients in different countries. One validated assumption from these was that there was indeed a need from many clients to get more transparancy into Weply. Another one was that Weply's biggest clients were car and construction companies. Marketers and sales people were the most common roles for handling Weply businesses for these.
Most clients wanted Weply to get better at mainly statistics reporting and integrations with other CRM's.
Used as a part of research deliverables to provide stakeholders and colleagues with a better picture of who their clients are and what they strive for. But also for Simon to be able to focus better on who he was designing for.
3 personas were created; one customer support manager, one sales manager & one marketer with all different needs.
After getting a first sketch of an MVP that just included a basic dashboard of shortcuts that led you nowhere, it was time to let a real client interact with this to learn if Simon was on the right track and what had to be improved. The more the design became alive, the more it was tested. The user observations were also combined with interviews where the focus was to dig deeper in to the user's needs.
"It annoys me that I don't have access to this product already"
First users are having troubles understanding some buttons and features
"I like the conversion rate, it's the only way I can stop tweaking"
The finished design ended up in 4 main pages
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"A design is never finished" is a good ole quote that is used within the design industry, and it is so true even in this case.
This project is still ongoing and will now start aiming towards making profitability and allowing the clients of Weply to access more advanced featuring that fits their needs just the way they want it. And that requires - that's right - more research. As this case study is being written, the first launch was just successfully realeased and quantitative data analyses are being made to be able to prioritize the roadmap ahead.
For Simon, it has been a new journey to finish a project this big on his own and it has taught him alot. But just as always, the key to being able to finish off any design project is planning, structure, commmunication and determination.
