C L I E N T
Business Messaging Outcomes
R O L E
Product Designer
T E A M
Leads Based Commerce Team
Product Design Manager
Product Manager
Engineer
Product Designer / Emily Finley
Solutions Lead / Ashley Schoenknecht
Project Manager / Jenny Yau
In-thread forms
O B J E C T I V E
Small businesses and customers prefer to engage in a chat for efficient communication. However, businesses find it time-consuming to extract relevant information from chats due to its free-flowing and unstructured nature. We want to help small to medium businesses extract useful details from organic conversations with prospects to generate leads. This could also help the platform have visibility of total lead submissions to help with efficiency gains.
A P P R O A C H
By utilizing the side panel of the business suite interface, we introduced a form to quickly and efficiently add actionable information from conversations. We added dropdown and form interactions that enables a more intuitive way to message and gather relevant information simultaneously.
CURRENT UX
Side panel with sections to manage customer details
Inbox thread to send and recieive messages
CONSIDERATIONS
How Might We
Seamlessly add a new forms section into the side panel
How Might We
Introduce an in-thread entrypoint that feels natural
How Might We
Make the extraction interactions easy and quick
CONCEPT ITERATIONS
Autofill
Click to fill
Filled-in form
Onboarding + Modals
1. Guidance
2. Choose form
3. Add to form
4. View details
USER FLOW
Goal: A business adds information from a conversation to a form by 1. Hovering to add or 2. Copying and pasting
CTA ENTRYPOINT + HOVER TO ADD
A CTA attached to the chat bubble allows the business to open a form in the side panel. In-line text under the 1st incoming message prompts a hover to add interaction, which displays relevant fields from the pre-created form in a dropdown menu.
ADMIN TEXT ENTRYPOINT + COPY & PASTE
