GOTO - GRASSHOPPER
Grasshopper is a Voice Over IP app for small business owners. As part of the GoTo suite of products, I was brought on to help merge Grasshopper with GoToConnect into a single codebase.
the challengeROLETools |
Migrate existing Grasshopper customers to the new GoTo Experience preserving the features that they are accustom to using.
Senior User Experience Designer, Researcher
Figma, InVision, Miro
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feature gap analyis
The first step in the project was to make an inventory of all of the features that Grasshopper users enjoyed that they would lose upon migrating to the GoToConnect platform. We mapped out an prioritized those features and one by one built them into GoToConnect.
fax
The Fax feature was one of the first that needed to be added to the new platform. And a classic example of using familiar and novel elements to make sure that migrating users could still find the features they were used to.
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instant response
The instant response feature Is very popular among the small business users. As we strategized incorporating the feature into the GoToConnect framework, we thought it would be a good idea to expand it to include out of office reply management.
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However, when we tested the prototype, we found that Grasshopper and GoToConnect users were very different in what they wanted. As a result, we decided to focus on maintaining the existing Grasshopper functionality.
changes in strategy
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As the project continued, business leaders ultimately decided they could not simply abandon the brand equity they had in the Grasshopper name. So instead of migrating Grasshopper users to GoTo, we decided to create a new instance of Grasshopper using the GoTo codebase. This allowed us to customize the GoTo experience for the Grasshopper users.
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takeaways
This project reminded me of the importance of staying close to users and understanding the pain points you are trying to solve. When there are different user profiles, both need to be accounted for, and not lumped together as one group.