Groove OmniDialer Voicemail
OVERVIEW
OmniDialer is a native desktop application designed to look and feel like a mobile phone. OmniDialer helps sellers follow up with that hot lead while easily accessing Groove and Salesforce features.
In Spring 2023, I worked alongside the OmniDialer product manager and developers to design a voicemail experience.
MY ROLE
Product Designer
TEAM
Product Manager
2 Developers
TIMELINE
March 2023 - April 2023
TOOLS
Figma, Whimsical, Zeplin
PROBLEM
Sellers were able to make calls using OmniDialer, but they were unable to receive voicemails. Missed calls would be forwarded to a seller's personal device. Switching between a computer and a personal device created friction in our customer's workflow.
AUDIENCE
Sales Development Representatives and Account executives use OmniDialer to follow up with hot leads and build relationships with clients while being able to easily access Groove's other features.
TLDR
Impact
The voicemail feature launched in Beta on April 23rd, 2023 and released to all customers in Summer 2023. It was highly requested by customers.
This feature streamlines a seller's workflow by reducing the number of devices used, and it improves voicemail capabilities for sellers allowing them to never miss important information from a prospect.
Sellers can now create a custom voicemail greeting that adds a personal touch to their communication with prospects. Additionally, they can manage missed calls with a new archiving feature.
Wireframing
When I joined this project, a few screens defining the layout had already been created by Jennie the senior designer.
After she was moved to a different project, I was brought on board to finish the voicemail feature. Before moving back to hi-fi, I wanted to further develop and define the interactions on these screens in low fidelity.
TYPE A GREETING
Using the digital whiteboarding tool Whimsical, I met with my PM to discuss ideas for the custom greeting experience. I entered the session thinking we would expand on the existing wireframes, but she had an idea of allowing users to type their custom greetings. As someone who sometimes prefers written communication, I wanted to explore this idea further.
It was important to allow us to allow users to create a custom voicemail greeting that helps sellers maintain a professional and personal connection with their prospects. We also wanted to give users the option to use a default in the case that they had not yet set up their custom greeting.
CHOOSING AN AUTHENTIC VOICE
After creating my wireframes, I shared my ideas with the Director of Product Design. He shared that we would want to make sure that users could choose a voice matching their identity.
Considering perspectives outside of my own is important to me, so I created this mockup to show different voice options.
CHANGES & CONSTRAINTS
After that change, I decided to continue defining the experience of saving a custom greeting, choosing a default, and going back to a default. I felt that in those scenarios sellers needed a way to see that their changes had been saved, and I felt that adding a confirmation dialog would be a helpful way to communicate and confirm updates.
Sadly the text-to-voice custom greeting option was deemed out of scope for this version of the voicemail box feature. We decided to keep the designs on hand for a possible future release. Nonetheless, it was a great learning experience and I was glad to explore the different interactions associated with a voice-to-text experience.
Archiving & Unarchiving
As I was creating low-fidelity mockups for creating a custom greeting, I was working on layout changes and planning interactions for archiving and unarchiving voicemails.
After meeting with one of the developers on the project, I learned that we were able to store messages in the database for 30 days before needing to permanently delete them.
FIRST LAYOUT
My first layout closely followed iOSā design because our users are primarily iOS users.
But if there was a long list of voicemails, I didnāt want to make the user scroll to the bottom of the list to archive a message.
I decided to pin the 'Archive' link to the top of the voicemail list for its discoverability and scalability in the case of a long list of voicemails.
TABBED LAYOUT
I also explored a tabbed layout, but having two tabs stacked on top of each other didnāt seem to be consistent with our target userās mental model or our design system guidelines.
DELETING ARCHIVED MESSAGES
Before creating high-fidelity wireframes, I wanted to define the interaction for permanently deleting a message from the archive.
High Fidelity
After laying out my wireframes in low fidelity, I designed the voicemail archive experience in high fidelity. The mockups below show how the 'Archive' page functions as a sub-page of the voicemail inbox.
RECORDING YOUR GREETING
I needed to show the small indicators that would help users understand where they were in the process of recording their greeting.
GOING BACK TO THE DEFAULT GREETING
If users want to go back to using the default greeting, they can confirm their choices and switch back. I wanted to have users confirm this choice because if it was done by mistake, I didn't want them to be inconvenienced by needing to re-record a new custom greeting.
Prototyping & Testing
I wanted to validate my ideas by creating a clickable prototype and a short usability test using the remote testing platform Maze.
I recruited a group of 6 participants from the Sales Team to participate.
My test included two core tasks:
1. Create a new custom greeting
2. Archive and unarchive a voicemail
FINDINGS
Using Maze, I was able to watch all 6 sessions and see how each person navigated the core tasks. All of the participants were able to complete the tasks, which gave me a little reassurance about the layout and flow of the voicemail features.
Ideally, I would have been testing this with external customers, but unfortunately, circumstances prevented us from doing so.
Retrospective
I felt happy to work on a feature that was so highly requested. Designing for Omnibar was unique because it felt like a combination of mobile design but in a native desktop environment.
In retrospect, I think that I would have explored ways to redesign this feature in a more visual way that allows for scrubbing and uses less text.
