Call Time Mobile iterations

V1.0 · Auditing the handoff designs

I audited the handoff designs, challenging the components and patterns selected. Certain notes were:

  1. Hamburger menu may not be the best pattern as users can only view account or log out.

  2. There is an opportunity to help candidates feel more proud about their progress.

  3. These main actions touch points felt a bit small on mobile.

  4. All 3 actions persisting in this sticky footer obstructed the screen.

  5. The text area during both read-only and edit states is obtrusive.

V1.1 · Understanding mobile design

I incorporated better standard mobile patterns and layouts and gathered the following feedback:

  1. Managers responded well to emphasizing the next contact so candidates stick to the list order.

  2. This metric of number of calls left wasn’t relevant, as candidates are never really done with calling.

  3. Candidates liked the main actions highlighted within accessible thumb range.

  4. Candidates quickly understood the status with the call outcome surfaced above the fold.

  5. Candidates responded very well to the log call slide-out as it allowed multitasking during calls.

V2 · Emphasizing the human

I wanted to emphasize the human behind each contact as the repetitiveness of call time can leave candidates feeling like they’re on autopilot. Some concepts that were explored:

  1. Containing the header in a card was a nice nod to a physical ID, but the scroll transition felt jarring.

  2. We liked the background pattern here, but encountered accessibility issues.

  3. The subtle pattern worked better but the background pushed much of the important content down.

  4. Final - Adding the contact avatar with its corresponding background color emphasized the individuality of each person and their story.

V2 · Incorporating more design patterns to increase user satisfaction

  • We added a dark mode to accommodate eye strain after longer periods of calling

  • The breakdown of connected vs not connected provided candidates feedback that can be both encouraging and informative. Unfortunately this feature was cut from release.

  • Minimizing recall was needed as candidates are steering the conversation. The ask info is persistent on each screen to avoid candidates having to pause to remember the ask at any point.

  • Illustrations continued to add some personality and lightness to ease the stress and pressure of call time.

Launched Designs

Candidates can make and log calls on their own time. We witnessed:

  • Increase in call volume with campaigns making 3 - 8 more calls per day

  • Increase in call frequency with campaigns conducting 3 average sessions per day