Mobile WiFi Calling
for Grasshopper
Mobile WiFi Calling
for Grasshopper
Mobile WiFi Calling
for Grasshopper
Mobile WiFi Calling
for Grasshopper
WiFi Calling for Grasshopper
WiFi Calling for Grasshopper
Client : Grasshopper ● Date: Aug 2017 - Jan 2019 ● Role: Product Design Lead ● Discipline: Product Design, UX, UI
Client : Grasshopper
Date: August 2017 - January 2019
Role: Product Design Lead
Discipline: Product Design, UX, UI
Client : Grasshopper
Date: Aug 2017 - Jan 2019
Role: Product Design Lead
Discipline: Product Design, UX, UI
Client : Grasshopper
Date: Aug 2017 - Jan 2019
Role: Product Design Lead
Discipline: Product Design, UX, UI
Challenge
Before October 2017, our Web Portal and Mobile App were not being used on a daily basis by the majority of our customers.
Before October 2017, our Web Portal and Mobile App were not being used on a daily basis by the majority of our customers.
Before October 2017, our Web Portal and Mobile App were not being used on a daily basis
by the majority of our customers.
Before October 2017, our Web Portal and Mobile App were not being used on a daily basis by the majority of our customers.
Before October 2017, our Web Portal
and Mobile App were not being used
on a daily basis by the majority of our customers.
Outbound calls were insanely low, at a 10% call rates and inbound calls were consistently high at 90%. Users didn’t need to log into the app to receive calls from customers.
Outbound calls were insanely low, at a 10% call rates and inbound calls were consistently high at 90%. Users didn’t need to log into the app to receive calls from customers.
Outbound calls were insanely low, at a 10% call rates and inbound calls were consistently high at 90%. Users didn’t need to log into the app to receive calls from customers.
Outbound calls were insanely low, at a 10% call rates and inbound calls were consistently high at 90%. Users didn’t need to log into the app to receive calls from customers.
Outbound calls were insanely low, at a 10% call rates and inbound calls were consistently high at 90%. Users didn’t need to log into the app to receive calls from customers.
The only way to call from your GH number is through the app and users weren’t making a daily habit of using it. We needed to show more value for users to get in a daily habit of using our mobile app as more than just an invisible phone number.
The only way to call from your GH number is through the app and users weren’t making a daily habit of using it. We needed to show more value for users to get in a daily habit of using our mobile app as more than just an invisible phone number.
The only way to call from your GH number is through the app and users weren’t making a daily habit of using it. We needed to show more value for users to get in a daily habit of using our mobile app as more than just an invisible phone number.
The only way to call from your GH number is through the app and users weren’t making a daily habit of using it. We needed to show more value for users to get in a daily habit of using our mobile app as more than just an invisible phone number.
The only way to call from your GH number is through the app and users weren’t making a daily habit of using it. We needed to show more value for users to get in a daily habit of using
our mobile app as more than just an invisible phone number.
The Approach
The Approach
Our approach was to release a brand new Desktop application and a Wifi calling experience for our mobile app.
Our approach was to release a brand new Desktop application and a Wifi calling experience for our mobile app.
Our approach was to release a brand new Desktop application and a Wifi calling experience for our mobile app.
Our approach was to release a brand new Desktop application and a Wifi calling experience for our mobile app.
Our approach was to release a brand new Desktop application and a Wifi calling experience for our mobile app.
● To improve call quality
● Increase Call Activity
● Increase daily app users
● Help promote Grasshopper’s ‘new’ value props of being responsive and efficient.
● Could even open up new Marketing opportunities if want to position GH
as a VoIP solution.
● To improve call quality
● Increase Call Activity
● Increase daily app users
● Help promote Grasshopper’s ‘new’ value props of being
responsive and efficient.
● Could even open up new Marketing opportunities if want
to position GH as a VoIP solution.
● To improve call quality
● Increase Call Activity
● Increase daily app users
● Help promote Grasshopper’s ‘new’ value props of being
responsive and efficient.
● Could even open up new Marketing opportunities if want
to position GH as a VoIP solution.
● To improve call quality
● Increase Call Activity
● Increase daily app users
● Help promote Grasshopper’s ‘new’ value props of being responsive and efficient.
● Could even open up new Marketing opportunities if want to position GH as a VoIP solution.
● To improve call quality
● Increase Call Activity
● Increase daily app users
● Help promote Grasshopper’s ‘new’ value props
of being responsive and efficient.
● Could even open up new Marketing opportunities
if want to position GH as a VoIP solution.
What are other WiFi calling experiences like?
The start to my design work always involves doing some research on what other products and services have to offer.
What are they doing that we can learn from? What do we think we can do better?
The start to my design work always involves
doing some research on what other products and services have to offer. What are they doing that
we can learn from? What do we think we can
do better?
Below are some initial wireframes and structural concepts to get my head
in the space of what the desktop app might include long-term.
Next step... Mapping the User Flow
Next step...
Mapping the User Flow
Design, Test, Learn, Repeat
After wireframing, I wanted to test the right track for navigating WiFi calling.
I did a quick usertesting.com session with 8 participants and was able to get some key takeaways
on how I could improve the calling experience.
After wireframing, I wanted to test the right track for navigating WiFi calling.
I did a quick usertesting.com session with 8 participants and was able to get some
key takeaways on how I could improve the calling experience.
After wireframing, I wanted to test the right track for navigating WiFi calling.
I did a quick usertesting.com session with 8 participants and was able to get some key takeaways on how I could improve the calling experience.
After wireframing, I wanted to test the right track for navigating WiFi calling.
I did a quick usertesting.com session with 8 participants and was able to get some key takeaways on how I could improve the calling experience.
QUESTIONS COMING INTO TESTING
● Is it easy to understand how to make a call over WiFi?
● Does a user understand the concept of switching from WiFi to a carrier network?
● Is the copy within settings clear?
● Is copy around WiFi connection clear?
● Is it easy to understand how to make a call over WiFi?
● Does a user understand the concept of switching from WiFi
to a carrier network?
● Is the copy within settings clear?
● Is copy around WiFi connection clear?
● Is it easy to understand how to make a call over WiFi?
● Does a user understand the concept of switching from WiFi to a carrier network?
● Is the copy within settings clear?
● Is copy around WiFi connection clear?
● Is it easy to understand how to make a call over WiFi?
● Does a user understand the concept of switching
from WiFi to a carrier network?
● Is the copy within settings clear?
● Is copy around WiFi connection clear?
LEARNINGS
● Users should be defaulted to WiFi calling automatically
● Users should be defaulted to WiFi calling automatically
● Users should be defaulted to WiFi calling automatically
● Users should be defaulted to WiFI
calling automatically.
● Users should be given a “First Time UX” Experience to become aware
that WiFi Calling is now an option.
● Users should be given a “First Time UX” Experience to become aware that WiFi Calling is now an option.
● Users should be given a “First Time UX” Experience to become aware that WiFi Calling is now an option.
● Users should be given a “First Time UX” Experience
to become aware that WiFi Calling is now an option.
● If we decide to use a “Long Press” choose to call over WiFi or Carrier option,
we must make that very clear is copy in Settings or elsewhere.
● If we decide to use a “Long Press” choose to call over WiFi or Carrier option, we must make that very clear is copy in Settings
or elsewhere.
● If we decide to use a “Long Press” choose to call over WiFi or Carrier option, we must make
that very clear is copy in Settings or elsewhere.
● If we decide to use a “Long Press” choose to call over WiFi or Carrier option, we must make that very clear
is copy in Settings or elsewhere.
● Settings should be simplified considerably.
● Settings should be simplified considerably.
● Settings should be simplified considerably.
● Settings should be simplified considerably.
● Users understand the concept of switching from WiFi to a Carrier Network.
● Users understand the concept of switching from WiFi
to a Carrier Network.
● Users understand the concept of switching from WiFi to a Carrier Network.
● Users understand the concept of switching from WiFi
to a Carrier Network.
*Video depicts interface tested
*Video depicts interface tested
*Video depicts interface tested
*Video depicts interface tested
“I didn't expect to see the option to select my carrier after I clicked the green call button. That seemed counterintuitive”
“I didn't expect to see the option to select my carrier after I clicked the green call button.
That seemed counterintuitive”
“I didn't expect to see the option to select my carrier after I clicked the green call button. That seemed counterintuitive”
“I would want to see the option the settings offers before placing my first call.”
“I would want to see the option the settings offers before placing my first call.”
“I wanted to see a “Switch to Carrier network” button instead of switching with the “WiFi On” icon.”
“I wanted to see a “Switch to Carrier network” button instead of switching with the “WiFi On” icon.”
Key design takaway: Simplify settings
Key design takaway:
Simplify settings
Simplify: A set it and forget it mentality
Simplify:
A set it and forget it mentality
I realized I was concerning the user with functions they shouldn't need to worry about. By removing any option to switch between carrier and wifi on call, users could focus on the task at hand with a "set it and forget it" mentality that lives within settings.
I realized I was concerning the user with functions they shouldn't need to worry about. By removing any option
to switch between carrier and wifi on call, users could focus on the task at hand with a "set it and forget it" mentality
that lives within settings.
I realized I was concerning the user with functions they shouldn't need to worry about.
By removing any option to switch between carrier and wifi on call, users could focus on the task
at hand with a "set it and forget it" mentality that lives within settings.
Branding the Experience
Branding the Experience
Branding the Experience
Branding the Experience
WiFi Calling is an opportunity for Grasshopper
to have more of a personalized call experience.
WiFi Calling is an opportunity for Grasshopper
to have more of a personalized call experience.
WiFi Calling is an opportunity for Grasshopper
to have more of a personalized call experience.
WiFi Calling is an opportunity for Grasshopper to have more
of a personalized call experience.
We want users to get in the daily habit of picking up the app to make outbound calls.
To get GH out of the “invisible product” status, I decided to take
our brand and get creative…
We established a visual differentiation between known and unknown contacts.
But this version was a bit too exciting and off brand,
so I went back to the drawing board..
We want users to get in the daily habit of picking up the app
to make outbound calls.
To get GH out of the “invisible product” status, I decided
to take our brand and get creative…
We established a visual differentiation between known and unknown contacts.
But this version was a bit too exciting and off brand,
so I went back to the drawing board..
We want users to get in the daily habit of picking up the app
to make outbound calls.
To get GH out of the “invisible product” status, I decided to take
our brand and get creative…
We established a visual differentiation between known
and unknown contacts.
But this version was a bit too exciting and off brand,
so I went back to the drawing board..
We want users to get in the daily habit of picking up the app to make outbound calls.
To get Grasshopper out of the “invisible product” status, I decided to take our brand and get creative…
We established a visual differentiation between known and unknown contacts.
But this version was a bit too exciting and off brand, so I went back to the drawing board..
We want users to get in the daily habit of picking up
the app to make outbound calls.
To get Grasshopper out of the “invisible product” status,
I decided to take our brand and get creative…
We established a visual differentiation between known and unknown contacts.
But this version was a bit too exciting and off brand,
so I went back to the drawing board..
Good, Better, Best
Good, Better, Best
Good, Better, Best
Good, Better, Best
I designed an on-brand WiFi experience and compiled three scenarios for the dev kickoff:
I designed an on-brand WiFi experience and compiled
three scenarios for the dev kickoff:
I designed an on-brand WiFi experience and compiled three scenarios for the dev kickoff:
Designing an on-brand WiFi experience
and compiling three scenarios for our dev kickoff:
Designing an on-brand WiFi experience and compiled three scenarios for
the dev kickoff:
GOOD The minimum changes we should make.
BETTER If we cannot release our “best”
BEST Our ideal experience to build for this release
(including a known vs unknown contact visual)
GOOD The minimum changes we should make.
BETTER If we cannot release our “best”
BEST Our ideal experience to build for this release
(including a known vs unknown contact visual)
GOOD The minimum changes we should make.
BETTER If we cannot release our “best”
BEST Our ideal experience to build for this release
(including a known vs unknown contact visual)
GOOD The minimum changes we should make.
BETTER If we cannot release our “best”
BEST Our ideal experience to build for this release (including a known vs unknown contact visual)
Carrier Handoff Solution
Carrier Handoff Solution
Carrier Handoff Solution
Carrier Handoff Solution
SET IT AND FORGET IT - Live build
SET IT AND FORGET IT - Live build
SET IT AND FORGET IT - Live build
SET IT AND FORGET IT - Live build
1. Notify users to opt in when the feature is released.
2. Make changes in settings.
1. Notify users to opt in when the feature is released.
2. Make changes in settings.
1. Notify users to opt in when the feature is released.
2. Make changes in settings.
1. Notify users to opt in when the feature is released.
2. Make changes in settings.
1. Notify users to opt in when the feature is released.
2. Make changes in settings.
WiFi Calling Experience
WiFi Calling Experience
WiFi Calling Experience
WiFi Calling Experience
BRANDED WIFI CALLING - Live build
BRANDED WIFI CALLING - Live build
BRANDED WIFI CALLING - Live build
BRANDED WIFI CALLING - Live build
We are currently working toward adding
contact profiles to the next release.
We are currently working toward adding
contact profiles to the next release.
We are currently working toward adding contact profiles
to the next release.
We are currently working toward adding contact profiles
to the next release.
We are currently working toward adding
contact profiles to the next release.
WiFi Calling Today
The Desktop App Today
The outcome of the WiFi Calling release along with the desktop app release
was an overall increase in outbound calls and monthly call activity.
The outcome of the WiFi Calling release along with the desktop app release was
an overall increase in outbound calls and monthly call activity.
The outcome of the WiFi Calling release along with the desktop app release
was an overall increase in outbound calls and monthly call activity.
The outcome of the WiFi Calling release along with the desktop app release
was an overall increase in outbound calls and monthly call activity.
The outcome of the WiFi Calling release along with the desktop app release was an overall increase in outbound calls and monthly call activity.
Increase in outbound calls from 10%
before October 2017 to 43.12% by September 2018.
Increase in outbound calls from 10% before October 2017 to 43.12%
by September 2018.
44.44% increase in monthly call activity since
the initial release in October 2017 of these two features.
44.44% increase in monthly call activity since the initial release in October 2017
of these two features.
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Email me at lizharrisdesign@gmail.com
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Thanks for viewing my site!
Email me at lizharrisdesign@gmail.com
or follow me on social media!
Thanks for viewing my site!
Email me at lizharrisdesign@gmail.com
or follow me on social media!