Role
Senior Product Designer
Range
Mobile app that complements the main features of the web app
Market
Customer Success B2B
TIDIO
TIDIO
MOBILE
MOBILE
TIDIO
TIDIO
MOBILE
MOBILE
The problem
This was my inaugural project with a specially assembled team of top developers to develop an app from the ground up. The existing version at the time for 2019 was, shall we say, somewhat outdated…
This was my inaugural project with a specially assembled team of top developers to develop an app from the ground up. The existing version at the time for 2019 was, shall we say, somewhat outdated…
OLD VERSION
OLD VERSION
Main challenges
30k+ DAU. After connecting Amplitude, we were surprised to see how often users used the mobile app. However, this is typical for SMBs.
30k+ DAU. After connecting Amplitude, we were surprised to see how often users used the mobile app. However, this is typical for SMBs.
30k+ DAU. After connecting Amplitude, we were surprised to see how often users used the mobile app. However, this is typical for SMBs.
Small team. 2 senior developers + 1 designer. No PM, just a self-managed squad with clear goals.
Small team. 2 senior developers + 1 designer. No PM, just a self-managed squad with clear goals.
Small team. 2 senior developers + 1 designer. No PM, just a self-managed squad with clear goals.
Tech debt from the web app. We had to know all small quirks that web panel has, and the app should not have.
Tech debt from the web app. We had to know all small quirks that web panel has, and the app should not have.
Tech debt from the web app. We had to know all small quirks that web panel has, and the app should not have.
Clear deadline. We prioritized planning and adaptability, ensuring we met our objectives efficiently.
Clear deadline. We prioritized planning and adaptability, ensuring we met our objectives efficiently.
Clear deadline. We prioritized planning and adaptability, ensuring we met our objectives efficiently.
New design system. I advocated for implementing a new font across our entire app and websites. Initially testing it on the mobile app, the decision proved to be a resounding success.
New design system. I advocated for implementing a new font across our entire app and websites. Initially testing it on the mobile app, the decision proved to be a resounding success.
New design system. I advocated for implementing a new font across our entire app and websites. Initially testing it on the mobile app, the decision proved to be a resounding success.
First steps in user interviews. This marked my first project where I took the lead on user testing, conducting both qualitative and quantitative analyses.
First steps in user interviews. This marked my first project where I took the lead on user testing, conducting both qualitative and quantitative analyses.
First steps in user interviews. This marked my first project where I took the lead on user testing, conducting both qualitative and quantitative analyses.
Dashboard
Upselling point for checking your quota and new features that Tidio introduces.
Upselling point for checking your quota and new features that Tidio introduces.
Live chat
The complementarity of One Inbox features with the web app. The introduction of bubbles on mobile and a completely new flow for writing long messages.
The complementarity of One Inbox features with the web app. The introduction of bubbles on mobile and a completely new flow for writing long messages.
Ticketing
The multitude of statuses and the conversational flow, reminiscent of email correspondence, prompted me to design a dedicated tab with a revamped navigation structure.
The multitude of statuses and the conversational flow, reminiscent of email correspondence, prompted me to design a dedicated tab with a revamped navigation structure.
List of visitors
Respond to visitors on your page promptly.
Respond to visitors on your page promptly.
Notification troubleshooting
Following the release, a widespread notification issue emerged, prompting a surge in support inquiries. To mitigate this, we developed a tool that proactively identifies and troubleshoots notification-related problems, empowering users to resolve issues independently.
Following the release, a widespread notification issue emerged, prompting a surge in support inquiries. To mitigate this, we developed a tool that proactively identifies and troubleshoots notification-related problems, empowering users to resolve issues independently.
Canned responses
I completely overhauled canned responses on the desktop web app, and subsequently implemented the same streamlined flow on the mobile app. The focus was on facilitating rapid selection of canned responses, minimizing typing effort.
I completely overhauled canned responses on the desktop web app, and subsequently implemented the same streamlined flow on the mobile app. The focus was on facilitating rapid selection of canned responses, minimizing typing effort.
Impact in numbers
20,000+
20,000+
20,000+
DAU
4.8/4.8K
4.8/4.8K
4.8/4.8K
app store reviews
3
3
3
people in the team
6
6
6
months to complete
130+
130+
130+
screens designed
70+
70+
70+
components created
Selected reviews about the design
Ratings presented here are 6 months after the release in 2020, yet reviews are selected in 2024.
Ratings presented here are 6 months after the release in 2020, yet reviews are selected in 2024.
Google Play Store
4.5/5 out of 1.6k ratings
4.5/5 out of 1.6k ratings
And see how people struggled with notifications, hence the troubleshooting functionality.
And see how people struggled with notifications, hence the troubleshooting functionality.
And see how people struggled with notifications, hence the troubleshooting functionality.
A Google user
5/5
Great program, thanks for making it! Love it in every way but one. I wish it would capitalize the first letter in a new sentence. I always have to hit shift. Not a huge deal, but the difference to five stars. Otherwise I've found it fast and reliable! **Update**Devs are on their game! Capitalization now in there. Thank you!!
Ghost
5/5
I love the app! It has amazing features and it's pretty easy to interact with thousands of customers! I'm really happy with the app and look forward to seeing the future updates and growth of the company! 10/10, if you need a great app for customer service, look no further. The only things i would add is, more features (grouping chats in folders together, adding the ability to create groups, working on overall optimization and speed) Thank you so much for your service and help!
John Smite
5/5
I love the app! It has amazing features and it's pretty easy to interact with thousands of customers!
A Google user
5/5
Really cool app. This is what I have been searching for. Easy to use interface. I'm currently evaluating the free version and I'm really happy with the results looking forward to subscribing to a paid plan. Keep up guys. Love your support as well.
Corney Laryea
5/5
It's rather a convenient app even if you are on the free plan. You can only imagine how much better it will be when you upgrade,saves you alot of hassle and gives that professional look..
John Smite
5/5
I love the app! It has amazing features and it's pretty easy to interact with thousands of customers!
Yvonne Hedeker
5/5
Great app. Sophisticated in what it can do. But also easy to use. Helped us close more sales.
A Google user
5/5
we love Tidio for our website and this app makes responding to customers while we're on the go very easy. the new app redesign is outstanding.
Fauzaan Gasim
5/5
I have been searching for you all my life. Great app, great service would recommend to any one. <3
lemehdi leazad
5/5
An amazing app, there is small problem with notifs, they stack up when you use the website panel
A Google user
5/5
This a great app that I ever use. It is increase my website connectivity. I just love it's functionality. I I just just just love it.
A Google user
5/5
Great program, thanks for making it! Love it in every way but one. I wish it would capitalize the first letter in a new sentence. I always have to hit shift. Not a huge deal, but the difference to five stars. Otherwise I've found it fast and reliable! **Update**Devs are on their game! Capitalization now in there. Thank you!!
Ghost
5/5
I love the app! It has amazing features and it's pretty easy to interact with thousands of customers! I'm really happy with the app and look forward to seeing the future updates and growth of the company! 10/10, if you need a great app for customer service, look no further. The only things i would add is, more features (grouping chats in folders together, adding the ability to create groups, working on overall optimization and speed) Thank you so much for your service and help!
John Smite
5/5
I love the app! It has amazing features and it's pretty easy to interact with thousands of customers!
A Google user
5/5
This a great app that I ever use. It is increase my website connectivity. I just love it's functionality. I I just just just love it.
Fauzaan Gasim
5/5
I have been searching for you all my life. Great app, great service would recommend to any one. <3
A Google user
5/5
Really cool app. This is what I have been searching for. Easy to use interface. I'm currently evaluating the free version and I'm really happy with the results looking forward to subscribing to a paid plan. Keep up guys. Love your support as well.
Corney Laryea
5/5
It's rather a convenient app even if you are on the free plan. You can only imagine how much better it will be when you upgrade,saves you alot of hassle and gives that professional look..
John Smite
5/5
I love the app! It has amazing features and it's pretty easy to interact with thousands of customers!
Yvonne Hedeker
5/5
Great app. Sophisticated in what it can do. But also easy to use. Helped us close more sales.
A Google user
5/5
we love Tidio for our website and this app makes responding to customers while we're on the go very easy. the new app redesign is outstanding.
lemehdi leazad
5/5
An amazing app, there is small problem with notifs, they stack up when you use the website panel
A Google user
5/5
Great program, thanks for making it! Love it in every way but one. I wish it would capitalize the first letter in a new sentence. I always have to hit shift. Not a huge deal, but the difference to five stars. Otherwise I've found it fast and reliable! **Update**Devs are on their game! Capitalization now in there. Thank you!!
Ghost
5/5
I love the app! It has amazing features and it's pretty easy to interact with thousands of customers! I'm really happy with the app and look forward to seeing the future updates and growth of the company! 10/10, if you need a great app for customer service, look no further. The only things i would add is, more features (grouping chats in folders together, adding the ability to create groups, working on overall optimization and speed) Thank you so much for your service and help!
John Smite
5/5
I love the app! It has amazing features and it's pretty easy to interact with thousands of customers!
A Google user
5/5
This a great app that I ever use. It is increase my website connectivity. I just love it's functionality. I I just just just love it.
Fauzaan Gasim
5/5
I have been searching for you all my life. Great app, great service would recommend to any one. <3
A Google user
5/5
Really cool app. This is what I have been searching for. Easy to use interface. I'm currently evaluating the free version and I'm really happy with the results looking forward to subscribing to a paid plan. Keep up guys. Love your support as well.
Corney Laryea
5/5
It's rather a convenient app even if you are on the free plan. You can only imagine how much better it will be when you upgrade,saves you alot of hassle and gives that professional look..
John Smite
5/5
I love the app! It has amazing features and it's pretty easy to interact with thousands of customers!
Yvonne Hedeker
5/5
Great app. Sophisticated in what it can do. But also easy to use. Helped us close more sales.
A Google user
5/5
we love Tidio for our website and this app makes responding to customers while we're on the go very easy. the new app redesign is outstanding.
Current state
4 years after completion, the mobile app continues to receive glowing accolades. This successful endeavor was made possible by a close-knit team that worked seamlessly together in a single room.
CASPER
ZURAWSKI