Improve the overall video communication experience for JusTalk customers across the globe.
JusTalk is a mobile application that provides video communication across IOS and Android devices. It has high quality services but the overall interactions need improvement. Therefore, the main goal for this project is to have a complete rebranding and overall change of interfaces to make the application app more intuitive and more attractive for its existing users. In the long run, with the improved customer experiences, JusTalk hope to attract more customers.
Integrate my mindset to JusTalk users and trying to understand their main pain points.
Preliminary Research and Interview
Starting with the current problems, I interviewed 25 current users and 83 participants' surveys as well as ALL app store reviews. It is also important to figure out the different user groups. The main pain points people have with the current version is that the instructions are very confusing and also the interfaces have flow problems.
Customer Experience Journey
According to the feedback provided, below is a visualization of typical customer journey.
Among the users interviewed, I realize there are four main groups of users. One is the university student users who use JusTalk to socialize and make friends. The digital consumers are the young working population who are in your mid 20s and do not have a family yet. The third group is the parents group who have children and older parents to take care of. And finally the grandparents generation who want to always in touch with their children and grandchildren. Below is the visualization of the personas created based on the four types of customers.
Analyzed 6 other popular video communication applications and found that true face-to-face communication is the opportunity for JusTalk.
Since this is a complete rebranding of JusTalk, I wanted to do more thorough research about the current opportunities and analyze what would be the most feasible and customer friendly way of the design direction. After going through review sites, testing different applications, I have found something interesting. Current video communications have pretty good image quality and video call services, but they do not provide real communications. For instance, if people are talking face-to-face, a lot more is going on other than just the images and voices. People also see each others expressions and lots of our messages are conveyed through different gestures and facial expressions. However, there's a gap between this need and the current video communication software. So the opportunity here is to promote real communications between people.
Initially I started with different ideas and concepts that could be added to JusTalk application.
Based on user research and comparative analysis, some sketches are made. With these sketches, wireframes are produced to create initial prototypes to test our research findings and if the designs are matching customer needs.
After creating the wireframes, I did user testings with a few people and the still think that the true face-to-face connection is not made clear here. Going back to research findings and more concept brainstorming.
After realizing that the interfaces would be visualization of how we communicate regular, the UI interfaces were produced.
This rebranding is not only limiting its scope to the current version of JusTalk. I have also explored the different possibilities of the future development for JusTalk. the main focus here is to imagine how video communication can be combined seamlessly into every aspect of our daily life. Therefore, the proposal imagined is that JusTalk interfaces can be projected onto different surfaces for better engagement.
Published by: firstname.lastname@example.org in Products