Anyone App | C2C
Project overview
Role
UX Designer
Team
2 UX Designer
Co-team
Anyone app
Founders
Duration
4 weeks
Company
Anyone
Anyone App
A mentorship marketplace for five-minute phone calls, providing access to individuals that are successful in different spaces ex. business, entrepreneurship etc.
Alternately, provides experts a platform to make money through sharing experience and knowledge.
User Goals
To gather key insights and answers from a specialized mentor to assist them in their journey.
Business Goals
Stakeholders want increased user retention and to flourish usage between mentor and mentee.
Problem
The user does not realize there are connectivity issues during their call with an expert, if the call drops, the user becomes very frustrated.
Solution TL;DR
Indicating to the user any connectivity problems through alerts and allows them to reconnect within a 30 second timeframe to provide reassurance and awareness.
Discover
What do users experience within their calls?
Examining the user journey of a call with a mentor helped understand and uncover users pain points. The major pain point during the call was the user can experience connection disruptions and unexpected call hangups.
Based on key insights from stakeholders feedback and 10 user interview insights moderated in Google Meet, it captured the callers touch points, actions, thoughts, and feelings.
Multiple painpoints
Connectivity
There is no visual to indicate who you are talking to other than the name. No indication if there are any connection issues either.
Not customizable
On the main screen for discovery, users scroll aimlessly because they can't filter or customize the content according to their interests.
Lack of filter
Users are able to find experts but cannot filter by time zone or availability which lead to frustration.
User Flows
Building a feedback loop
Using the process of crazy 8's, I used this to individually wireframe out solutions into paper prototypes. Unlike a storyboard in traditional Design Sprints, the paper prototypes helped provide share practical solutions.
Solution
How do users engage with the site?
By providing the user the visibility status of their call, reduces the frustration caused by wifi instability. Notification indicators such as connectivity alerts; identify when there were connectivity problems and provide users the opportunity to reconnect within a 30 second time frame builds reassurance and trust in Anyone’s application.
Connectivity Alerts
In Anyone app there were no alerts to indicate there is a problem with the calls connectivity. Through user testing we saw calls dropped with no indication there was a bad connection.
Without alerts the user does not know when there are problems with the call.
By providing the user with alerts for the various statuses helps them anticipate what is happening.
User Profile
In Anyone’s phone call screen, users can only see the sound line waves and the experts name. The user may not have spoken to this individual before and they can feel disconnected. It can displace the user as it does not emphasize the human interaction.
By providing a profile headshot of the expert, users don’t have to rely on memory to visualize who they are on the call with.
The headshot helps displays the individual they are on call with and provides a sense of connection and familiarity.
Waiting to Reconnect
On Anyones app once the call is experiencing issues it stays for a while but it drops. The user is left wondering what happened and is frustrated because they did not complete their 5 minute call.
By allowing the User to find a way to reconnect within a 30 second timeframe gives the user reassurance and time to move to an area with a better signal.
The timeframe of 30 seconds was chosen based on competitor research and user feedback. It gives the enough time and they can anticipate what is happening.
Providing feedback to users was important to reduce their frustration and allows them to trust the application.
User Testing
Mentee Connectivity dropped during Call Session
Scenario 1
Users Completion rate of task
Also it was important to identify what were the next steps once they user experienced the call dropping. How patient was the user and was this due to the alerts providing them information.
Scenario 2
Users actions once call is disconnected
Also it was important to identify what were the next steps once they user experienced the call dropping. How patient was the user and was this due to the alerts providing them information.
Scenario 3
Feedback Solution Userflow
Feedback from the participants was important to determine if there were any gaps within the solution. This feedback would be used in the future to improve the next version of the application.
Outcome
• 88% of users are willing to wait for advisor to return online by adding 30s timer we kept advisor/user engaged and they stayed on the platform waiting for the connection to come back.
• 57% want to receive notifications for when their advisor returns online
• Completion rate for the Both missions for the User and Advisor were 100%
Next Steps
Conduct user testing to determine if the user requires more time than the 30 seconds allocated to find a better signal. Incorporating more aftercare once users call dropped, bringing them back to the application. Also testing for non visual cues, vibrate, sound to indicate connectivity problems) to resolve that issue of problems with disconnected calls.
