ONE TALK
Opportunity
Our team, consisting of three designers, was assigned the responsibility of developing a comprehensive digital purchasing experience for our One Talk service. This service facilitates the assignment of a single phone number that can ring across multiple compatible devices, including mobile phones, and desk phones. Prospective customers are empowered to customize their ideal phone system tailored to their business needs.
THE PROCESS
Discovery & Business Requirements
We evaluated the potential pathways and decided on the strategy to implement for this new product. To simplify the ordering process and reduce the number of unique pathways, we opted for a modular approach, aligning with our existing screens for prospect customers. Our overall assessment concentrated on harnessing a modular framework for this product.
One Talk Modular Approach
Research &
Key Findings
Our design group conducted extensive research throughout the entire project, involving multiple rounds. During the initial discovery phase for One Talk, we explored two different designs. Our aim was to assess the preferred options, gauge comprehension of the content choices, and identify any usability issues or pain points.
Upon completion of out research, we learned users consistently displayed confusion around specific features, finding it difficult to understand how many lines they needed based on the scenarios they were provided.
Researched User Preferences for One Talk Service Allocation
Based on our findings we needed to pivot in a different direction. Our new task was to create a purchase flow for One Talk devices.
One Talk Sales Team User Journey
Workshop Sessions
We conducted workshop sessions with our sales team to understand how sales helps prospect customers arrive at a point of understanding which One Talk lines, devices, and features they need to purchase for their business.
Our main objective was to understand how we can align the user flow more effectively with the sales team's approach to selling One Talk, which involves context-setting questions followed by customer experience conversations.
Key Finding: Sales representatives rely on comprehensive upfront questioning to gather necessary information and recommend optimal solutions. Customer uncertainty regarding their needs is prevalent.
One Talk Purchase Flow
One Talk Today
One Talk Desk Phones are available for SMB customers to purchase online. However, due to the complexity of additional One Talk features, customers are directed to speak with a representative to ensure they select the right features based on their business needs.