Uniboxi

Designing an Intuitive Communication Tool for Modern Businesses

About project: Web app; 2022 /
Deliverables: 1; 2
My Role: Research, UX Design, UI Design

Uniboxi

Designing an Intuitive Communication Tool for Modern Businesses

About project: Web app; 2022 /
Deliverables: 1; 2
My Role: Research, UX Design, UI Design

TL;DR

A summary of what is in this case study

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Find love in the face of fear.

We worked with Phobia to develop a new onboarding flow. A user is shown pictures of common phobias and we use the microphone to detect which ones make them scream, feeding the results into the matching algorithm.

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Find love in the face of fear.

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Find love in the face of fear.

Decoding the Messaging Maze

In today's dynamic digital world, businesses face the increasing challenge of managing customer communication across numerous channels. From on-site chat to diverse social media platforms like Facebook Messenger, WhatsApp, and Instagram, the growing volume and variety of communication can create significant obstacles.

Uniboxi was developed as a comprehensive multichannel platform to overcome this, providing a unified solution to consolidate and improve the efficiency of customer communication. This case study explores the UX/UI design process behind Uniboxi, detailing the challenges, solutions, and positive results.

Losing the Thread

Before Uniboxi, businesses lacked a centralized system for managing customer conversations, resulting in a fragmented communication experience with information isolated on different platforms. For example, a customer might initiate contact via the on-site chat and follow up on WhatsApp, making it difficult for businesses to provide consistent service and maintain a cohesive customer journey.

This fragmentation led to several key issues: missed messages, delayed responses, weakened customer relationships, and increased administrative overhead. Our goal was to create a solution that would not only consolidate communication but also improve key business metrics, targeting a 20% reduction in average message response time and a 15% increase in customer service agent productivity. Integrating these disparate channels into a single, cohesive dashboard presented significant technical and design challenges. Ensuring real-time synchronization of messages across various APIs, while maintaining conversation context and a user-friendly interface, became the primary design objective.

Designing a Unified Experience

The central aim of the Uniboxi project was to build a simple and effective answer to the multi-channel communication difficulty. Our team concentrated on building a user-focused experience that would join all client communications in one place.

The key component is a unified messaging function, bringing together all client contact from the on-site chat and social media into a single, easy-to-use control panel. This central point simplifies workflows for client support groups, allowing for quick responses to clients regardless of the message's origin.

To improve ease of use, we organized communications into visual columns, inspired by Kanban boards. This lets client support agents easily handle and follow client contact by moving messages between columns. This visual method gives a clear view of all current communications, allowing agents to set priorities and reply quickly.

We also designed and developed real-time statistics and reporting tools to provide business owners with helpful information about client support work and the effect of better communication. These tools are made to be easy to get to and give useful data, letting business owners make good choices and improve their client support plans. This easy-to-use design, based on a good grasp of user needs, reduced user work and gave clear, workable data for good client handling.

Executing the Strategy: Implementation

Our initial design phase began with in-depth user research, including interviews with business owners and customer experience agents to understand their communication needs. A competitive analysis of solutions from companies like HubSpot, Intercom, and Zendesk provided the basis for the initial wireframes, structure, and navigation of the application.

During the building phase, testing with users was very important for making the user interface better and checking if our design ideas were good. This back-and-forth process of testing and making changes with users went on until we had a working first version of the product. Early thoughts from local business testers gave us good information about the user experience, leading to more changes to the design. For example, initial testing showed that agents had trouble quickly finding past conversations with a specific client. This led us to add a robust search function within the dashboard, allowing agents to quickly locate any previous communication.

Finally, close collaboration with the development team was essential for bringing the design to life. This continuous communication ensured the final product reflected the design specifications for real-world usage.

Happy Customers, Happy Agents

Uniboxi has delivered significant results, demonstrating a clear positive impact on business communication and customer engagement. Within the first 12 months, the platform processed 4.1 million messages and facilitated 350,000 customer conversations. Uniboxi also achieved a high conversation resolution rate of 92%, indicating its effectiveness in resolving customer issues within the messaging platform itself.

Beyond these metrics, Uniboxi has driven measurable improvements in key business areas. Early adopters reported a 20% reduction in average Message Response Time, meeting our initial goal. The improved workflows also increased customer service agent productivity by 15%, also meeting our initial goal, allowing teams to focus on more complex issues.

The Future of Connected Communication

Uniboxi transforms business customer communication with a unified and efficient solution. By prioritizing user-focused design, conducting user studies, and implementing a structured development process, the team created a platform that effectively addresses the needs of modern businesses. This benefits both users and client support groups. This user-focused design has proven highly valuable for business owners. It enhances client engagement, improves operational efficiency, and allows for quick answers and good issue handling.

In 2023 and 2024, Uniboxi continued to evolve. The most notable development was the implementation of AI-powered chat. This was driven by user demand for faster, more accessible support. This development required extensive planning. Despite minimal UI changes, the team concentrated on crafting effective user flows and interaction design for the AI chat. This created a natural and helpful experience for users and gave helpful data and information for business owners.

This strategic improvement makes Uniboxi a top communication platform. It gives value to users, client support groups, and business owners. We plan to continue adding features based on user feedback and new technology. This includes improved analytics and more advanced AI-powered automation.

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Less traffic: 25%
Page load times: 10x
Higher infra costs: 15%
Legal fees: $1.2M

Conclusion

The AccessFan project has achieved its primary goal of validating the market need for a dedicated soccer match ticketing platform. By addressing common pain points such as lack of transparency, limited availability, and complex interfaces, AccessFan has built a reliable and user-friendly service that resonates with its target audience.

The successful user tests and positive feedback confirm the effectiveness of the design and implementation strategies employed. However, users have also highlighted areas for improvement and additional features, paving the way for the next major project. This future initiative will focus on creating dedicated platforms for individual clubs, integrating e-commerce capabilities, and offering an even richer set of features tailored to enhance the fan experience.

Overall, the AccessFan MVP has laid a solid foundation for continued growth and innovation, ensuring that the platform evolves to meet and exceed the expectations of its users.

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Uniboxi

Designing an Intuitive Communication Tool for Modern Businesses

Uniboxi

Designing an Intuitive Communication Tool for Modern Businesses

TL;DR

This is the title 2

This is the title 2

This is the title 2

Decoding the Messaging Maze

Losing the Thread

Designing a Unified Experience

Executing the Strategy: Implementation

Happy Customers, Happy Agents

The Future of Connected Communication

Title

Reflections

Reflections

Conclusion

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