Cloud based small business communication solution
Talkify, your business phone has never been simpler. Talkify is an exciting new venture aimed at the small business market segment. A segment that typically falls out of scope for Mitel, but has massive market potential.
My role on this project encompassed all aspects of the users experience from the application and platform side. From journey mapping, to research, prototyping, testing, UI design and implementation across all dev teams.
Test markets and Insights
Talkify was a challenge to the company within. A chance for the UX and CloudLink teams to prove the viability of their platform, a chance to expand beyond our typical sales focus. We focused all effort on a hyperlocal experience. One market, one mixed with a unique combination that fit nicely with our goals.
Portland, OR was our focus. We hired a local marketing firm to drive naming, branding, website development and ad design/rollout. We carried out 3 research sessions, first to best understand the local atmosphere, to best understand what makes Portland unique. The following visits to onboard our first customers, following them through the journey (at first) to learn and understand where we needed to adapt.
The outcome of the sessions really helped the team to validate certain aspects and to tweak others in an effort to help smooth our on boarding process. We learned about our marketing approach, how to speak to the small business owner and send the right message.
Future sessions are planned as we continue to roll out new features and adapt to our markets needs and wants.
A powerhouse under the hood
Businesses all have unique needs. Needs that are hard to tackle, everyone wants to work differently, run different hours, manage who can answer the phone at what locations, who manages social media replies, and more.
We set out to build a simple to use, drag and drop, powerhouse tool we call Workflow. Workflow needed to be customized to simplify the experience, companies want a call centre experience but never want to call it a call center
Through our testing to date, Workflow has proven a great success that's been intuitive and easy for first time users to understand. It's one thing to onboard a customer within a few minutes and its another to let them build that, unique to them, customized communications experience in the same few minutes.