Cloud based small business solution
Mitel OfficeLink is aimed squarely at the micro to small business market. It’s core focus is less about information workers and more about your everyday car dealerships, plumbing companies, construction companies and the like.
The first step was to better understand this market. Through our partner network and insights sessions with direct end users, we were able to establish a core set of values and features to meet the needs of this market.
Growing Pains, User Research and Testing
OfficeLink is more than just a mobile application, it was a chance to really test and build upon a new cloud experience. The cloud work was just ramping development when we started and still continues to evolve now that we’re shipping. Development and design became a fine balance of leveraging what micro services were available and which were still in development. Paired with the acquisition of a large competitor, the challenges to get up and running never stopped.
Prior to true app development we looked and explored the communication landscape, one fraught with many competitors and experiences. We developed a high level prototype, making a handful of observations from internal and external interviews and user surveys. The prototype helped to define the story we wanted to tell.
We cherry picked the best features and experiences that would make us unique in our competitive landscape and pushed forward with insights. Through discussions with Partners and customers we better understood our feature set, use cases and most importantly, the end user.
A Platform of Cloud Success
OfficeLink is the first application on the new Mitel CloudLink platform, it’s a champion of the success and hard work the team has put forth to further elevate it’s customers towards a better user experience.
Our initial customer base would be hybrid clients, those who had existing premise hardware (PBX and desk phones) and would be leveraging this application to supplement that existing experience. This concept in itself can lead to tremendous feature creep because of existing systems, so it was critical to really focus on the core needs as derived from the insights sessions.
The home screen offers customization akin to the native mobile experience while offering quick links to communication. The top area offers what we call ‘Park’ keys. Users can place a call on any of these lines, allowing anyone in the organization to pickup and continue the conversation.