The app is used to manage mail, schedules and contacts with some powerful features not found in other competitors products. This product is used by organisations who want host their communications internally.
User Research
To understand the issues and failures of the current product we had a collected direct user / product message board feedback to draw insights from. After some conversation with customers to clarify details some common themes became evident:
“I use other tools and many apps in general. ‘On the agenda’ feels like a bit dated in comparison.”
“Things don’t feel like they are in the right place. I can see everything from my mailbox like contacts, calendars etc. There’s an overload of information.”
“The colours of categories can be a bit garish, they make scanning through my calendar & mail items very difficult.”
“It took me a while to figure out what a ‘Proxy user’” is - there is possibly a better way to describe this as I had to read the docs to figure it out.
“It’s hard to understand which user I am logged in as in ‘Proxy User’ mode. Is the user displayed the one I am impersonating or my own account?”
“I want to be able to view email threads so I can understand the full context and reply from an informed point of view.”
67.3%
Of users would like to use a more modern app as this meets the standards they have become accustomed to with rival products.
54.7%
Of users don’t understand the ‘Proxy User’ feature. ‘On the agenda’ users are mostly non-technical so technical language is not useful.
81.9%
Of users would like to see an full email thread instead of only being able to see one mail at a time. Competitors products have it.
User Personas
Jane, University Student
Scenario
Studying a degree at university in their first year. New to campus and need to know their way around. The college has provided the app to keep up to date with university & faculty news, contact lecturers / other students and to manage curriculum schedule.
Goals
To keep up to date with what is happening on campus and any other information that relates to my studies. I need to contact other pupils / lecturers for assignments / advice.
Needs
Need up to date information on faculty news, lectures timetable, closures etc. Need a way to contact lecturers for feedback, or other pupils to collaborate on assignments.
Actions
News is time sensitive (closures, lecture changes) so I need to be able to access it anywhere. A list of contacts would be good so I can find uni employees I can discover by faculty / title etc. Checking on my schedule for the day is a must.
Thoughts
I don’t know my many people since I’m new to uni & i’m unfamiliar with my surroundings. Having a calendar with my lectures & locations helps me manage my time better and be on time.
Feelings
Apprehensive about conversations – a bit shy, not that outspoken so making contact in writing first is more comfortable. Slightly at ease knowing where and when all my lectures are.
Pain Points
Not knowing where I am going / what I am doing is stressful.
I’ve grown up using many apps and have high expectations of how they should work and look. If an app doesn’t meet those standards I will avoid using it.
David, Executive Assistant
Scenario
I work for a large corporation as Assistant to a board member. On top of managing my own communications, I am responsible for managing their schedule as well as communicating on their behalf with other colleagues & business partners.
Goals
As well as managing my own communications I manage the board member’s schedule & appointments. Keep them up to date on changes and reply / discuss general comms.
Needs
I need to be able to see the board member’s schedule so that I can allocate their time efficiently without overlap. I need to be informed when they have comms that need attended to in a timely manner.
Actions
Reply to emails. Contact colleagues / business partners on their behalf. Set up meetings on their behalf. Reschedule meetings when other more important tasks arise.
Thoughts
I may have to contact someone who is a colleague / business partner I’ve not previously contacted. Being able to sort and prioritise their meetings keeps them informed of whats important.
Feelings
The board member is demanding so I’m under pressure and focused on making sure any comms are promptly replied to. They have a lot of appointments and a busy schedule so trying to ease the pressure.
Pain Points
I have a lot of communications / scheduling to rifle through so if I can’t find what is important quick, I will not be able to prioritise and move on to the next task.
Workflows
Expand email thread
Click to open full view of mailbox item.
Click on expand thread.
See the full thread in reverse chronological order.
Assistant mode
Click on the main menu
Click on assistant mode in main menu
Presented with a list of approved assistant accounts. Select one.
Now click continue.
The user is now in assistant mode, avatar updated.
Main menu shows updated info and exit action.
Create a calendar event
Click on add event action in the top right of the screen
The add event panel shows.
Form filled out and click save action.
New event now visible in view.
More Workflows / Screenshots
Open the main menu
Clicking on the user avatar opens the main menu.
Drill down mailbox subfolders
Clicking the title at the top centre opens the mailbox structure. Clicking ‘view items’ from there opens the that folder to view items, clicking inner levels drills down into the structure.
Calendar views
There are options to switch between month and week view in the calendar section. The week view allows more real estate for events.