Chat tool for SaaS product 🔗
Background
Localize is a SaaS platform for helping agents manage their leads.
It contains many features, has a connected conversational AI engine,
and more.
The task:
The chat tool was an idea and hypothesis provided by PM, supported by design. The messenger was supposed to raise a key KPI and lead to better performance results for each CS representative.
Tools used:
Figma, Fullstory, Zoom, Looker, Google slides & docs, FigJam, Jira.
Chat with leads and potential real estate buyers
Localize is a SaaS platform for helping agents manage their leads. It contains many features, has a connaected conversational AI engine, and more.
Localize is a SaaS platform for helping agents manage their leads. It contains many features, has a connaected conversational AI engine, and more.
The chat tool we internally called 'WhatsApp for advisors' was designed for better performance. This means that the CS manager can quickly switch between the essential and most important conversations without connection to the task dashboard, which is hard to maintain simultaneously.
Critical aspects of the project:
- Detailed user research
- Main and supportive KPI monitoring over time
- Flow development with 1:1 feedback sessions
- 10+ UI versions of the design
- additional features for future releases and potential improvements
Fast profile preview
There was no such option in the product before, and the workflow forced the user to go over the task dashboard, open the profile, and then go to conversation. There was no context switch, additional clicks, and repetitive actions.
Now, with this UI, without leaving the conversation screen, the CS manager (the end-user) can quickly review the lead information and see the profile details, engagement statistics, and the lead's intentions among previous showing requests and attendance.
Smart input with suggestions and quick actions.
The input of the chat area suggests the relevant greeting, outro, or any appropriate words (or even sentences, if learned well enough) to make the conversation go even faster.Â
Keeping the main KPI in mind - raising an SLA - is a small but significant addition to the advisor's workflow.
Also, the plus CTA triggers more complex templates, which are pre-defined by the system and relate to cases like scheduling a showing, making an agent-buyer intro, and other flows.
Research
Among he key critical aspects of the project mentioned earlier, the research results are:
- product team collaboration on gathering the relevant info & KPIs
- Looker reports analysis
- shadowing sessions with CS managers
- chat tools & messengers benchmarking
In numbers:
- 6 qualitative interviews
- 1 quantitive survey
- 10+ versions of the UI
- 5+ live feedback sessions
Other features for the product
While being a part of the Localize team, I designed different complex features such as:
- Account management for CS (super admin users)
- Billing area and adding seats to the organization
- Team Lead Dashboard (Client side)
and more.
NDA protects this type of work, so I cannot present it to the public. Available upon request.Â