Nextiva's platform that brings combines communications, analytics & automation to help businesses communicate with their teams and customers.

When I joined Nextiva, the voicemail feature was fragmented and difficult to use. The elements were confusing and users did not understand what the buttons did. There were redundant symbols on elements with differing states, and a confusing flow with some features divided into an entirely separate area of the platform

Users couldn't answer when asked what they thought each of the symbols on the buttons meant and what they did. In a usability test, all participants attempted to click the disabled microphone icon to record rather than the blue text CTA

All greetings have a checkmark icon, even when they're not selected, so users have to do more reading to figure out which one is current

Settings located in a separate admin area

To validate my assumptions, I wanted to hear from users about their experience while setting up voicemail

Using a spreadsheet, I recorded the responses from users and aggregated similar answers for the same questions to surface painpoints

I noted device type and recorded general information

Overview of current user path

Questions and considerations

The flow was updated with easy use and easy location of needed features in mind. The active greeting is labeled and clear and is always moved to the top on a list. The Microphone icon is clickable and there is no more confusing hidden text link to look for beneath the panel. While recording, the mic icon turns into a red Stop button

Screen design displayed in a mockup

The new flow tested well with users and was an overall increase in efficiency, clear labeling, and CTA's are clear and not buried. A simple path with fresh UI gave NextOS Voicemail new life

Betterworks OKR Redesign

Nextiva Survey Builder

Get in touch