enchant

enchant

enchant

Enchant helps companies to provide high-quality support via omnichannel shared inboxes, knowledge bases & live chats.

Enchant helps companies to provide high-quality support via omnichannel shared inboxes, knowledge bases & live chats.

Enchant helps companies to provide high-quality support via omnichannel shared inboxes, knowledge bases & live chats.

My role

Product Designer - Product Research, UX/UI Design, Prototyping, UI Review, Handoff.

Objective

Design interface that would help users manage knowledge base content in a flexible way.

The leadership decided to expand functionality in order to increase customer retention and gain more parity over competitors.

The leadership decided to expand functionality in order to increase customer retention and gain more parity over competitors.

The leadership decided to expand functionality in order to increase customer retention and gain more parity over competitors.

A key area of focus was upgrading our article builder, a feature that our users had highly requested for years.

...we're upgrading the article builder, which has been highly requested by users for YEARS. Finally, we had an opportunity to upgrade the simple text field to

...we're upgrading the article builder, which has been highly requested by users for YEARS. Finally, we had an opportunity to upgrade the simple text field to

...we're upgrading the article builder, which has been highly requested by users for YEARS. Finally, we had an opportunity to upgrade the simple text field to

The goal was to transform the simple text field into a customizable, user-friendly tool that would help structure information more efficiently.

something customizable and friendly, something that helps to structure information more efficiently, not just compose a long read.

something customizable and friendly, something that helps to structure information more efficiently, not just compose a long read.

something customizable and friendly, something that helps to structure information more efficiently, not just compose a long read.

Competitor analysis and research on existing solutions to define a specific feature set that aligned with market realities.

Competitor analysis and research on existing solutions to define a specific feature set that aligned with market realities.

Competitor analysis and research on existing solutions to define a specific feature set that aligned with market realities.

We began by conducting thorough analysis and research on existing solutions to ensure we are not reinventing the wheel but taking good solutions and improve if necessary.

Since we already had a design system with all necessary components and styles, the main focus was on research around

Since we already had a design system with all necessary components and styles, the main focus was on research around

Since we already had a design system with all necessary components and styles, the main focus was on research around

With an established design system consisting of necessary components and styles, we could focus on solutions instead of components.

possibilities and existing solutions within other similar website/app constructors.

possibilities and existing solutions within other similar website/app constructors.

possibilities and existing solutions within other similar website/app constructors.

To ensure our decisions were customer-focused, we established a feedback loop with a group of our customers.

To ensure our decisions were customer-focused, we established a feedback loop with a group of our customers.

To ensure our decisions were customer-focused, we established a feedback loop with a group of our customers.

The composed team included new customers, long-time users, and individuals who had never used the tool before.

This setup provided us with a broad range of objective opinions and diverse perspectives, making valuable feedback readily accessible to the product team.

This direct line of communication allowed us to uncover insights into the issues users were facing and their views on potential solutions.

We then prioritized features based on demand and their potential impact on revenue.

Rapid ideation and rough solution validation were crucial in iterating on the basic layout and discoverability of the new functionality.

Rapid ideation and rough solution validation were crucial in iterating on the basic layout and discoverability of the new functionality.

Rapid ideation and rough solution validation were crucial in iterating on the basic layout and discoverability of the new functionality.

I was documenting all findings in Figma for further analysis and ideation. Creating a low-fidelity prototype from screenshots proved to be a quick yet detailed approach for early-stage design.

Combining hand-drawn sketches with screenshots and existing components, I developed concepts and conducted internal testing until we arrived at a valuable solution.

Following the design phase and handoff preparations, the development team began implementation.

Following the design phase and handoff preparations, the development team began implementation.

Following the design phase and handoff preparations, the development team began implementation.

During development, a few minor questions arose, such as handling scenarios where users start editing text but then close the browser tab, and similar.

I provided a comprehensive document outlining the expected behavior for these use cases, ensuring a smooth development process up to the release.

The enhanced article builder significantly improved the way our users manage knowledge base content, reinforcing Enchant’s commitment to delivering exceptional support tools.

The enhanced article builder significantly improved the way our users manage knowledge base content, reinforcing Enchant’s commitment to delivering exceptional support tools.

The enhanced article builder significantly improved the way our users manage knowledge base content, reinforcing Enchant’s commitment to delivering exceptional support tools.

Through research, customer-centric decision-making, and collaborative development, we successfully transformed a long-requested feature into a valuable asset for our users.

To measure retention, adoption, and overall satisfaction, we implemented a complex quantitative data-gathering model via HotJar, paired with screen recording.

Over time, analytics showed an increase in customer retention, and thanks to marketing efforts highlighting the new feature, we also saw a rise in new customers.

Today, all the functionality is live, seamlessly bridging companies with their customers in a user-friendly way.

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