Business communication desktop app — User’s problems and needs definition — Part 2.
User journey map
Scenario: Salesperson wants to contact a new customer to discuss the details of a deal.
Expectations:
- Easy to access new customer contact information and dial the number.
- Ability to reach the customer via the app.
- Ability to store the contact information for future reference.
- Capability to multitask during the call.
User Goals or Problems:
- Awareness — how the salesperson obtains the contact information for the prospective client.
- Access to the App — navigate to find the dialer feature.
- Enter Customer Number — input the customer’s phone number to initiate the call.
- Place a Call — successfully connect the call to the customer.
- Connecting to Call — Experience a smooth connection process without any technical issues.
- Talk to the Customer — Engage in a conversation with the customer regarding the deal details.
- After Call Actions — Perform any necessary actions following the call.
By mapping out the user journey, the team could identify pain points, areas of improvement, and opportunities to enhance the user experience.
User flows
To design effective user flows, the focus was on presenting the relevant information to users at the appropriate time, while minimizing any potential friction. A flow diagram was created to illustrate the sequence of movements and actions taken by the user. Each step in the flow describes what the user does and identifies their needs in order to achieve their goal.
By mapping out the user flows, the team ensures that the app provides a clear and intuitive path for users to navigate and accomplish their tasks. The user flows outline the specific actions and interactions required at each step, ensuring that the app meets the users’ needs effectively and provides a smooth and seamless experience.
Logged In User
Given I am logged into my Account
When I open the Desktop App
Then I will be brought directly to the Home screen
Successful Login via Password
Given I am on the Login Screen of the Desktop App
When I enter a valid email or username
And I enter the correct password
And I click “Log in”
Then I will be successfully logged in
And I will be brought to the Home page of the app.
Unsuccessful Login via Password
Given I am on the Login Screen of the Desktop App
When I enter a invalid email, username or password
And I click “Log in”
Then I will be not be logged into the App
And I will see an alert that says
“The username or password you entered is incorrect.”
Unsuccessful Login via Password, Repeated
Given I am on the Login Screen of the Desktop App
When I have three failed attempts in a 60 second period
Then I will be prevented from trying again
And I won’t be able to attempt again for 5 minutes
And I will be shown a message to inform me that I must wait.
Logout
Given I am logged into the app
When I open the menu
And I select “Log out”
Then I will be logged out from the app
And I will be returned to the Login screen
Making a Call via Contacts — Successful path
Given I am a logged-in user in the main menu of the app
And I navigate to the Contacts menu
When I select a Contact, I want to call
And I press the green “Call” icon
Then I will hear a ringback indicating that the call is being attempted
Making a Call via Contacts — Unsuccessful path
Given I am a logged-in user in the main menu of the app
And I navigate to the Contacts menu
When I select a Contact, I want to call
And the contact number is an invalid phone number
Then I will hear a ringback indicating that the number does not exist
And the call will be terminated
Receiving a Call — Logged In
Given I am a logged in user of the app
When someone calls me
Then I will receive a notification that I’m being called
And a ringing sound will play
And I will see the name or number of the caller
And I will see options to answer or reject the call
Receiving a Call — Logged Out
Given I am a logged out user of the app
When someone calls me
Then I will not receive a notification that I’m being called
Continue reading … Business communication desktop app — Information Architecture
