Chat Experience . BBM
Enterprise level solutionThe Challenge
It was clear for the product team at BBM that chat experience needs to be more streamlined and simplified. A lot of redundancies was hiding the important info from the user. The app at this point was packing loads of extras in the chat entry screen that confuses users especially on group chat.
The Solution
We started by tackling the issues/requirements one at a time, then finding a holistic approach to fix them together. Cleaning the main screen view was the first step by taking apart personal and group chat. Then we removed all redundancies, redesigned icons, and grouped together extras in a ‘more’ menu. Lastly, we added important info like time stamp, name/phone in group chat, day separator, etc.
- Increase of Chat session 65%
- Increase of positive feedback 40%
- Monthly Active Users Increase 25%
- Chat drop sessions decrease 50%
The Results
Channel owners loved the portal. They even praise it on their channels and it became viral. In matter of three months we reached 75% adoption rate. User engagement became way easier and faster that it boosts the count of posts per day and the monthly active users on the app.
Check All Projects
Follow me on
