- Project background Outside Voice currently has 6.5k+ customers using it to create surveys that are distributed via WhatsApp. The use cases range from data collection, KYC, customer surveys etc. The product currently lets you create surveys with conditional statements. They want to now expand their feature set by building the ability to allow customers to form deeper connections with respondents by sending follow up messages.
- Terms used
- Customer: This refers to a paying or trial customer of Outside Voice.
- Respondent: This refers to the user that answers the survey over WhatsApp.
- Survey: This is a series of questions that are created by the customer to distribute to their audience of respondents over WhatsApp. The question type can include text, audio, images, video etc.
- Problem statement They want to expand their feature set to add the ability for their customers to be able to talk and engage with the survey respondents manually. This means creating a dashboard wherein customers will be able to see all respondents, segment them based on certain conditions and answers, and send them manual follow up questions.
- Restrictions The new chat feature has a major restriction that the user can reply to a respondent only within the 24 hours of the message that has been received.
https://www.figma.com/file/GjWeAFUmGEyumRbEY7Q0Yg/Untitled?node-id=1%3A27
Product goals
BEFORE
- To enable the user to create surveys that can be responded via WhatsApp.
- The user should be able to see all the responses on different surveys on his dashboard.
NOW
- Along with the goals stated above, now the company wants to introduce a new feature where the user can also chat with the respondents to enable two-sided communication and give a personal touch to the product.
- To build the sorting and filter option to enable the user segment the surveys, questions asked, and responses received based on his needs.
- The respondent should be able to differentiate the conversations carried by the bot and humans.
Before getting into the new features, let's have a look at the changes made to the old interface.
Theme
- This is how the website looks like.
[](<https://lh3.googleusercontent.com/B0Vv-64nNwbTx9zVgwBcFMelSRpqt4gxwyUwZ7e8x_kP-wlR9dntDfRM-iptq36eymj0_3FTfk9o_vAJ0GqVCtDZEZychs4kFRxslGIFatQ3QwGv9QTmRIg4ZN8Nfw56yln4ep7a>)
Hence the theme of the website and the dashboard were too different, so I started with aligning the theme to bring the entire product on the same page, and below is what I came with.