• INDEX

Designing an interface for Conversational Surveys via WhatsApp.

Current working of Outside Voice

A browser-based application which lets you:

• design a quick survey on web app and share it with people
• Collect real-time responses in text, images, and videos through WhatsApp back to their application.

(Image below shows an overview of how the product works as of 25 Oct 2020)

Current Outside Voice Application

Problem to Solve (New Feature)

Outside Voice wants to expand now its feature set by building the ability to allow customers to form deeper connections with respondents** by sending follow-up messages based on survey inputs.

***** Surveyors customers of Outside Voice who design surveys and distribute to collect responses.

• Respondents ****who provide responses to the surveys on WhatsApp.

The problem at hand ⇒ How to design Conversational Surveys over traditional surveys over WhatsApp and how it will function for clients?

What does it mean in terms of Product → "Now v/s Future"?

Project Overview

Business Objective as given by stakeholders:

<aside> 🎯 Short Term Objective A product that enables 2-way conversation between the surveyor (outside voice clients) and the respondent(clients customer) an edge over traditional surveys.

</aside>

<aside> 🎯 Long Term Objective Surveys with AI analytics, other service offerings in the future like Data collection, Net Promoter Score, Employee Engagement, etc.

</aside>

Who it is for?

A generic product to be used by people who currently use products like google forms, Survey Monkey, Typeform, Front, Zoho, etc., to perform ****their specific business use case.

Stakeholders brief about the product:

<aside> 💪 Why build this? Competitive Edge Outside Voice, customers can use a medium to have surveys and follow up on chat as there is no combination of survey and chat yet in the market.

</aside>

<aside> 🔄 Seamlessly transition between survey and bot. The respondent must know who he is talking to from a survey (a bot) or a real human chat.

</aside>

<aside> ⏰ Working with a constraint. Show 24hr window remaining to the surveyor to reach back, as you can't reach out beyond that due to restrictions set by WhatsApp (discussed at last in more detail ahead).

</aside>

<aside> 👍🏼 UI which is clear and understandable for users

</aside>

<aside> 🚧 Conditional Cases to be taken care of:

→ You can reach out to a single person or → All who have answered a particular set of questions. → How can you select a subset with these people who answered in a different or specific way who, like supposed, answered in Video or skipped a question? etc.

</aside>

Project Considerations

Constraints

<aside> ⚓ WhatsApp Time Constraints: A 24 hours window starts from the most recently received message from a user, which is open for you to reach back and do a conversation. Beyond that, a company is not allowed to reach back until the respondent messages itself

Read about WhatsApp API rules in detail in the resources section last.

</aside>

Challenges

<aside> ✳️ Devise a business flow and process: Such that the new feature is generic enough to suit different use cases.

</aside>

<aside> ✳️ Design a complete SaaS interface end-to-end. Which demonstrates how things will work.

</aside>

https://whimsical.com/business-flow-U6tjWW5G2VJNohzqBve1yi@7YNFXnKbYjg6S2TJbjo5D

Dashboard Designs

Principles took into consideration:

Design Solution: The dashboard

Designed with 4 core Tabs that encompasses the integration of a new feature with revamping of old design :