The ability to import contacts was a highly requested feature by users who needed to import contacts into Zap, and felt limited by the manual entry method in earlier versions. This was a collaboration project between me and my design intern, Elva.
We conducted research (with the help of our UX Researcher Matt), ran user testing, and challenged ourselves to relentlessly push for improvements in legacy code and design. The biggest improvement was how users imported contacts into Zap. Instead of requiring users to download and decipher our CSV template, we accept any CSV file with the ability to make changes through the Zap interface.
This model reflects how users expect systems to "just work." Whereas the old design forced users to input fake content to satisfy system requirements, the new design turned these requirements optional from a user POV, even when they were actually required on the back-end.
The research phase was crucial for gathering data to drive our ideas forward. We explored many questions to understand context and user motivation, such as:
- What was the most important information that users were trying to import?
- How many contacts do users have?
- How do users currently manage their contacts?
- Why are they interested in importing into Zap?
- How familiar are they with import features in general?
We gathered enough data to validate our assumptions, giving us confidence to take bolder strides and push for deeper systemic changes.
And these changes, though seemingly simple from a design perspective (eg - removing required fields), were much more technically complicated. Challenges like these led to some creative solutions as a compromise between user experience and development limitations given our time frame.
Design never truly ends in agile development. After this feature was released, we continuously tracked how users were engaging with the feature through KPIs set by our team. It was incredibly fascinating to watch how users interacted with this feature in production. In this case, we quickly caught and fixed a major bug from watching these user behavior videos.
I led design strategy projects to cultivate design culture within the company.
As the team scaled from 5 to 12 designers, I started building processes to ensure designers were working collaboratively and sharing a single design system. Check out these blog posts to learn about my process.