Qiscus App Center

UX Designer

Product Designer

Figma

Qiscus

Overview 🔎

Qiscus App Center is a feature found in Qiscus Omnichannel Chat. Through the Qiscus App Center, users can find various applications to support their business needs. This ecosystem is expected to further emphasize the value of extensibility by giving Qiscus Multichannel Chat users more choices.

In addition to CSAT tools and Qiscus Robolabs, Qiscus App Center also has various other types of applications, one of which is social messaging. The availability of various types of social messaging tools in the Qiscus App Center is expected to make it easier and more flexible for users to integrate multiple channels into their Qiscus Omnichannel Chat account.

The main function of Qiscus Omnichannel Chat as a platform that allows businesses to integrate various communication channels into one dashboard will be much more felt by each user.

Qiscus App Center Features Highlight

Problem & Solution 🤝

At the highest level, the problems within the Qiscus App Center and the Qiscus company have several objective references that must be resolved.

Goals/Requirements: • Making the Qiscus App Center a success as an Event Broker in a variety of Add-Ons, so we have to bridge third party add-ons that come in as support for Qiscus Omnichannel needs. • Make the visibility of the add-ons contained in the Qiscus App Center suitable for various user needs. • Bridging various channels so that we are known as the most omnichannel channel provider.

Process 🛣

Competitor Analyst

1. Zendesk Apps Marketplace

Zendesk App Marketplace is a marketplace to integrate add-ons into their CRM products. As a competitor, we analyze that the product has a strong position in its integration in various add-ons listed from various existing CRM products. A complete sorting starting from a variety of existing user needs can be integrated in the Zendesk App Marketplace.

Keypoint for Zendesk App Marketplace:

There are various kinds of viable applications to answer user needs. This was answered by the various add-on segments offered to the product.

2. Monday Apps Marketplace

Monday Apps Marketplace works like a typical CRM product integration. However, from a product point of view, there is a feature to embed keypoint user needs in the Monday website. As well as recommendations for apps from Monday product owners. As a result, users can determine which one is suitable according to their needs.

Keypoint for Monday App Marketplace:

There are add-on recommendations to help users choose according to the needs of the desired solution.

From several competitor analyzes above. We together with the product manager formulate keypoints to be applied to the product:

1. Adapting Qiscus App Center as an Add-on marketplace as the largest provider of CRM channels.

2. Provide a strong experience to provide recommendation solutions on web catalogs and embedded products.

Opportunities and Challenge for Qiscus App Center

Opportunities:

1. Provides the most add-on channels from existing competitors

As an add-on integrating marketplace, we can build add-ons for massive channel segments due to technical compatibility and an extensive network of business partners so as to encourage users to manage multiple channels.

2. Provides full extensibility of an add-on in one Qiscus Multichannel platform

Supports full settings on a platform so that users can easily manage their needs on a Qiscus Multichannel platform. With this, users can define their business needs by self-setting from an add-on.

3. Has a vendor management function so that anyone can enter their add-ons into the Qiscus App Center

There is a third party app for developers who want to register their add-ons into the app center, helping businesses to expand add-ons in the future.

Challenge:

1. Various kinds of competitors have similar features with the wealth of add-ons they have

As an add-on provider feature, Qiscus App Center has problems with the completeness of add-ons like other competitors provide.

2. Requires full product marketing effort to encourage user adoption of a product

As an adopter of new features, it will take effort so that users can adopt the product as competitors have implemented it into a product. In addition, knowledge transfer is also needed for the development and use of add-ons in the future.

Interview from Stakeholder and Client

With applied design thinking knowledge. As well as goals for long-term development. I and the data team conducted conduct qualitative interviews with company stakeholders and clients who have been integrated with Qiscus Multichannel.

Goals:

1. How many add-ons are needed to support App Center visibility as an add-on broker?

2. What is your experience in integrating an extension that is already connected into Qiscus multichannel?

3. Would it be helpful to create a dashboard feature to manage the extensions you use on Qiscus Multichannel?

4. What kind of support does the client want based on the App Id registered in Qiscus Multichannel?

Findings from Stakeholder :

1. The number of add-ons needed will be focused on the channel first

The opinion of stakeholders is that this feature will focus on the quality of the channels that are already available integrated in Qiscus Multichannel, although it is possible to add Add-ons according to the direction required by the client regardless of the CRM channel.

2. Vendor management or App Center for publishers are needed to have a broad impact in the development of future add-ons

The third party app that will be developed later called the App Center Publisher Platform will be the door in the development of add-ons that enter business or corporate partners.

Findings from Clients :

1. CSAT (Customer Satisfaction) survey as an add-on that is the main highlight

Broadly speaking, clients need a CSAT extension or Customer Satisfaction Survey to support their business needs, so the steps that must be taken by the app center team are to prioritize the development of these add-ons.

2. Clients of Qiscus Multichannel need the convenience of setting up their add-ons

As before the Qiscus App Center was formed, the add-on integration process was done manually by request and was developed slowly by the integration team. Therefore, with the creation of the Qiscus App Center, it is hoped that it will be able to answer these needs.

3. Requires features to support integration in addition to being done manually by the integration team

To assist with the integration of add-ons, it was done manually by the integration team. for support constraints is also the same so that a field is needed to convey support.

Defining the Requirement with User Stories

In the defining process, I as a designer collaborate with the product manager along with the data team to collect existing information so that the output can be used to define existing solutions as metrics for working on the design. Together with our team and company stakeholders, we get key points with the card sorting method to create a user story to be a reference for solutions which will later be defined as follows

Early Card Sorting for Collecting User Stories for Design Requirement

However, as the discussion process with the product manager went on, as an initial product to adapt the user, we finally agreed to sort the goals more minimally as shown below:

Sorted Card User Stories by Discussion for Qiscus App Center Feature

Qiscus App Center User Journeys

To map how a product runs, a flow of thought is needed to carry out a design and technical development process so that the objectives of each flow can be achieved. So that the rate of product use and user experience will be maximized.

Visual Design

The visual design was developed by iterating from mood boards and styletiles to the UI kit and finally to creating a first version of the style guide.

Style Guide for UI Design

Mapping User Adaptation

To maximize product performance, I conducted a quantitative test by applying analysis by measuring the user adoption of a product. The first thing to do is to map out the journey that will be passed by the user in accessing the Qiscus App Center. The variables that have been mapped will be monitored using the MixPanel tools as a benchmark for successful adoption.

Hi-Fi Design

After several collaborations with the data team and discussions with the product manager. I executed it into a Hi-Fi design for later processing by the developer.

Results 🎁

After going through a fairly long design process and several research flows, Qiscus Apps Center gets traffic from clients and some adopt it well. However, this perfection was accompanied by some feedback from users which in the future will be an iteration of the existing design so that some improvements will be made regarding these features. The data is obtained from the adoption rate using the mixpanel and there are clients who make integration requests from the beginning of the launch of the Apps Center.

Mixpanel Dashboard to Monitor User Adoption

Engagement from the user is quite a bit of attention, although not all of them lead to requests. However, this will be a benchmark for sales considerations to sell Add-ons in the Apps Center.

I find it helpful with the Apps Center, because the visibility of the add-ons from the company that I need can be managed and searched easily. -Zapp, user of Apps Center