UX case study

Increasing adoption of a unique feature

Project: AllPeeP

Role: UX designer

Timeline: 2 weeks

The problem

AllPeeP features a unique component called a "Jam" a branded live meeting or event that differentiates us from conventional platforms like Google Meet or Zoom. However, the term "Jam" is not immediately self-explanatory to community members, particularly on mobile. During customer interactions, feedback emerged that users need clear, in-app guidance explaining what a Jam is and how to use it.

The need

  • Clarity and Education:

    Users must quickly understand the purpose and functionality of a Jam.

  • Seamless Experience:

    The solution should deliver this information without forcing users to leave the current screen or disrupting their workflow.

  • Minimal Engineering & Cost Impact:

    The solution must be lightweight, easy to implement, and internationalization-friendly.

Why

The challenge exists because the term "Jam" is not immediately self-explanatory to community members, particularly on mobile. During customer interactions, feedback emerged that users need clear, in-app guidance explaining what a Jam is and how to use it.

  • Brand Differentiation:

    “Jam” is a distinctive term coined by AllPeeP, yet its meaning might not be obvious to users familiar with standard terminology in other platforms.

  • User Onboarding:

    Proper, in-context education is essential to ensure users can engage with and derive value from this unique feature.

  • Contextual Assistance:

    Providing relevant, just-in-time information improves the overall user experience, reducing friction and confusion.

Exploring Possible Solutions

A. In-App Tooltip with “Learn More” Link

How It Works:

An info icon is placed next to the Jam label. When tapped, a brief tooltip appears with a concise explanation and a “Learn More” link that navigates users to a dedicated help page.

Pros:
  • Minimal development effort using existing UI components.
  • Easily localized via resource files.
  • Non-intrusive and lightweight.
Cons:
  • Limited space for comprehensive details.
  • Requires navigation away from the current page, which can disrupt the user flow.
  • On mobile, the small screen and absence of hover interactions make tooltips less effective.

B. Interactive Onboarding Slide

How It Works:

Integrate a series of onboarding slides that introduce and explain the Jam feature when users first access it.

Pros:
  • Provides a comprehensive and engaging introduction.
  • Can include visuals and step-by-step instructions.
Cons:
  • Higher development overhead and potential to overwhelm users.
  • More content to maintain and localize.

C. Modal Pop-Up on First Use

How It Works:

A modal window appears on the first use of the Jam feature, delivering detailed information and visuals.

Pros:
  • High visibility ensuring that users receive the explanation.
  • Ample space for detailed descriptions.
Cons:
  • Can interrupt the user experience if not timed properly.
  • Requires tracking of first-use events, increasing engineering effort.
  • More complex localization due to extensive content.

D. Drawer with Info Icon Trigger (Recommended Approach)

How It Works:

An info icon is placed next to the Jam label. Tapping this icon triggers a bottom drawer that slides in from the bottom, presenting detailed information about what a Jam is, usage instructions, visuals, and interactive elements, all without navigating away from the current screen.

Pros:
  • Rich, Contextual Information: Delivers a detailed explanation without forcing a page change.
  • Seamless User Experience: Keeps users in the current context, reducing cognitive disruption.
  • Flexible and Scalable: Supports multiple content types (text, images, animations) and is adaptable to design needs.
  • Efficient Implementation: Can leverage pre-built UI components available in mobile frameworks; client-side flags (e.g., local storage) can control first-use display without extensive backend changes.
  • Internationalization-Friendly: All content is managed in localized resource files, ensuring ease of translation and maintenance.
Cons:
  • Screen Real Estate Considerations: The design must ensure that the drawer does not overcrowd the screen, especially on smaller devices.
  • Potential for Disruption: Needs careful design to avoid interrupting the user's primary interactions.
  • Design Consistency: Must align with the existing UI design to provide a cohesive experience.

Solution design

Solution design

Measurable Impacts

Implementing the info-drawer solution can yield several measurable benefits:

  • Increased Feature Adoption:

    Metric:
    Track the percentage of users who engage with the Jam feature before and after the drawer implementation.
    Expected Impact:
    A clearer explanation will likely lead to higher usage rates of the Jam feature.

  • Improved Engagement:

    Metric:
    Measure dwell time on the drawer, scroll depth, and interactions with content (e.g., clicks on additional links).
    Expected Impact:
    Rich, in-context information should boost overall engagement with the feature.

  • Reduction in Support Queries:

    Metric:
    Monitor the volume of help desk tickets or inquiries related to understanding what a Jam is.
    Expected Impact:
    Clear, readily available information should decrease user confusion and reduce support requests.

  • Faster Time-to-First-Use:

    Metric:
    Track the average time from user registration to first interaction with the Jam feature.
    Expected Impact:
    In-context guidance will accelerate user onboarding and initial feature usage.

Conclusion

The design challenge of educating users about the unique "Jam" feature while maintaining a seamless, uncluttered mobile experience is critical for AllPeeP. The proposed solution, a drawer triggered by an info icon offers a detailed, context-rich explanation without disrupting user workflows. Measurable impacts include higher feature adoption, increased engagement, reduced support queries, and improved user satisfaction.

By implementing the info-drawer solution and tracking the outlined metrics, AllPeeP can ensure that its users fully understand and derive value from the Jam feature, ultimately driving a better user experience and long-term engagement.

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