"8" was my second start-up company. Our product is a B2B SaaS platform, which mainly helps small and medium businesses manage customer service messages and customer relationship. In the process of fast growing, we owed some technical debts (the fastest solution at the moment may not be the best solution). After more than a year of operation, we started to make a revision. The following are the result and the whole process of the revision.
"8" offers Chat Marketing Solutions in Instagram Direct Messages, Facebook Messenger, and LINE OA, help clients to maintain customer relationships and grow business.
Started with data collection, the product manager and I made a problem list that users usually encounter when using v1 products. The sources of data were divided into the following 3 categories:
Our design style is beloved by many clients. Most of the main users are female marketing specialists who were attracted by the cute and colorful design language. A fashion brand CEO said, "I have never seen such a cute platform like you did!"
We followed the design trend, used cards, shadows, colorful gradients, isometric illustration to upgrade the design style.
Design Trend Reference：UX Pin Web Design Trends 2018 & 2019
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I spent half a year redesigning every flow and detail which made me more familiar with all the use cases.
The product design improvement included the following 3 directions:
A switch button was added to the Navigation to switch version 1.0 and version 2.0.
Every time Facebook update something, I always see complaints from netizens on the news feed: “Help! I can't find my post! I want the old version back!" Many people are in the same situation also. For a complete user experience design, it is necessary to leave an obvious and easy-to-find path for users to switch back to the old version. People have to be prepared for the coming change.
Customer satisfaction rose after 8 Console v2.0 was released in January 2021.
▸ 2021 Q1 renewal value results increased by 110.3%
▸ 2021 Q2 renewal value results increased by 97.0%
In comparison with last year's figure,
▸ 2021 Q1 sales volume increased by 43.8%
▸ 2021 Q2 sales volume increased by 20.6%