Product Polishing Approaches: an Envoy
ExampleVishnu Gopal
Take Envoy’s workflow, and then try to build a better
Product UX & offering.
Differentiating based on Product UX is one of the best
things to do.
Differentiating based on Product UX is one of the hardest
things to do.
Good UX is not about making everything appear good. Not
great visual design.
It’s building an easier/better product workflow for customers.
Good UX requires great customer insight.
Insight = new/novel knowledge of customer behaviour.
Experience with the customer segment.
Current workflow:
<Workflow Improvements Demo>
1. Think what is important to the customer.
In this particular case, less amount of data to fill = better.
Customer can choose to fill in more data.
When he does, you can then provide another call to action.
2. Use UX Patterns that convert more customers (see GoodUI.org)
3. Look for Lateral opportunities.
So we collected email and mobile number. What else can we use
them for?
These can be then value-added differentiated features for
the customer.
Now, let’s try to build a better workflow based on some things
we know about the customer.
“some new/novel things we know about the customer” = Customer
Insight
In a lot of cases, meetings are scheduled by calendar
appointments.
So all of the information (who is coming, to meet who, where) etc. is available in that appointment.
Can we reuse that somehow?
<Ground up reimagining demo>
Use Customer insight, design a better/different workflow.
This resulted in the case where: 1. No data entry is required.
2. No special device is required.
Now: is this better?
There is nothing that is unambiguously better.
There are always tradeoffs. This might be better for some certain customer segment.
& if you target that customer segment with this different
workflow, they’ll be super happy.
& if you target that customer segment with this different
workflow, they’ll be super happy.
So that’s it guys:tweak UX based on what your customer
wants, UX patterns, lateral opportunities, customer segment insight.