LivePerson
Consumer Experiences
Messaging Window
usability testing 4 designs/prototypes
Initial testing and research of multiple redesigned web chat windows with B2B2C real users and customers of F500 companies globally, touching over 1B+ users.
TEAM
1 designer | 2 Project Managers
| 6-9 Developers | 6-12 month project
Problem
LivePerson’s existing chat messaging window faced usability challenges that hindered effective communication between businesses and their customers. The interface lacked intuitiveness, leading to user frustration and decreased engagement.
Solution
A comprehensive usability test was conducted on four redesigned prototypes of the chat messaging window. The team, comprising one designer, two project managers, and six to nine developers, engaged real users from Fortune 500 companies globally. This iterative testing process aimed to identify pain points and gather feedback to refine the designs.
Impact
The usability testing provided valuable insights that informed the final design, enhancing user satisfaction and engagement. The improved chat window design positively impacted over 1 billion users worldwide, facilitating more effective communication between businesses and their customers.
Tested prototype BU
Tested prototype MV
Tested prototype NS
