The Glympse Journey product allows businesses to use location-based communication as a natural extension to branded interactions with their customers. By displaying the real-time location and ETA of their delivery or service technician, Journey allows people to have more control over their schedules and businesses to have a known customer engagement conduit.
Glympse Journey had a multitude of user experience issues identified through live use of the previous version and needed to be updated to address these problems. This is multiphase project iterating in chorus with dev cycles and ongoing user learnings.
Add value to product by increasing consumer marketing touchpoints and improve modularity to adapt to different industries.
Product friction points:
- UI not easily customized to partner branding – a core product feature
- Passive user experience; there was little to no interaction with the product after initial viewing
- Deactivation of toggleable features resulted in a sparse UI that confused Users
- Lack of marketing and messaging options within the user’s journey thoughout the product use cycle
I was lucky enough to have over a year of live data and customer feedback to leverage while planning the updates to Glympse Journey. Partnering with the Product Manager, we developed user stories for both business partners and end users. Working closely with our Dev Team, I was able to identify friction points in the UI that contributed to a less than stellar user experience. By merging the current feature set, the user stories, and the UI issues, I was able to map out an evolved master feature set. It became clear that the current UI framework would not be sufficient.
By collaborating closely with the Product Manager and Dev Team, I was able to create a new framework that allowed the flexibility needed to meet the product business goals and deliver a more polished end-user experience.
Let's chat if you would like a more detailed look at my process.