Company: Ruby
My role: Sole researcher and designer
Key skills: User flows, high-fidelity prototypes, user research, usability testing
Texting via web-based customer portal
Using high-fidelity prototypes to conduct usability tests
After launching the texting feature for our mobile app, the product team at Ruby was asked to introduce texting to our web app as well. Before moving forward with this parity, I requested some time up front to conduct user research and connect with our customers directly.
I worked with my PM and engineers to determine the most feasible MVF, and validated designs by conducting usability tests. My research uncovered customer insights which led to an exciting roadmap pivot.