LogMeIn - Diary Study
Faciliated a month long Diary Study on the new Grasshopper mobile app called "Grasshopper Connect"
OVERVIEW
In 2019, Logmein launched a Grasshopper Connect app - an improvised version of the legacy Grasshopper app offering LogMeIn’s standard Grasshopper services by coupling a virtual business phone system for small businesses with email into one complete business workflow. With Grasshopper Connect, customers get a dedicated business phone number connected to a streamlined application that pulls all their business contacts and communications — texts, calls, voicemails, or emails — to a single unified platform.
DURATION
1 months (Oct 2018- Nov 2018)
MY ROLE
As a UX Research Intern, this case study was my vision to get a deep insight into our user's needs and feedback on the new Grasshopper Connect mobile app. I planned and executed the entire project under the assistance and guidance of the Sr. UX Researcher. I was also responsible for documenting interview notes, keeping track of weekly tasks assigned to the participants, and drafting email/message reminders for the participants.
TEAM
Sr. UX Researcher, UX Research Intern
But, What is Grasshopper?
Grasshopper is an app for small business owners with the flexibility to stay connected while working how and where they like with a simple virtual phone solution that requires no additional technology or hardware. The app is dedicated to solving customers’ biggest challenges, and in today’s modern workforce, that means simplifying the noise and disruption so business owners can get work done.
WHAT were the CHALLENGES?
Even though the new improvised version had new features with the integration of a unified inbox dedicated to their small businesses, users weren't entirely happy with the new app. We didn't have a lot of data to tailor the app based on the user's needs, and to figure out the root cause, we wanted to interact with the actual user. So, we decided to conduct a 3-week diary study to understand the pain points and needs of the existing users.
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Hesitation to adopt the change/ low adoption rate. i.e., moving to the new app
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A few users who used the new app migrated back to the legacy app
Diary Study Outline
A diary study collects information from participants by having them repeatedly record their thoughts about a specific activity or experience over a period of time.
The Connect diary study will be a 3-week study, in which participants will be given two assignments a week (diary entry or short survey) bookended by a 30-minute kickoff call and an “exit” interview.
Participant Recruitment :
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Prospects will be recruited through User Interviews
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Customers will be recruited via email
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We will reach out to active users after 1 week of use
Study Plan for Prospects :
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Initial Call w/ us for setup directions & Intro (30 minutes) scheduled through User Interviews
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Tell me about your business.
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Where do you physically work?
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Walk me through a scenario with a new customer and how you communicate
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What mail app do you use on your phone? (Gmail, apple, other?)
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Here’s your new Grasshopper #
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Save this as a contact
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Download the Connect app
Study Schedule
WEEK 1: (30 minutes total)
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Diary Entry 1: Connect Homepage -- First Impressions
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Diary Entry 2: How’s it going so far?
WEEK 2: (30 minutes total)
1. Start documenting how you’ve used the app!
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When and how often are they making/receiving calls?
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When and how often are they sending/receiving texts?
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Where are they physically when using Connect?
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Have you run into any confusing or difficult?
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Do you have any concerns about continuing to use Connect?
2. Survey questions
WEEK 3: (90 minutes)
1. Specific tasks (30 minutes)
With your GH #:
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Add and import contact
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Send/receive a text message
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Reply to email through full view
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Reply through quick reply
2. Final Interview (60 minutes)
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Ask users if we can log into their account and screen share
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Have user respond to the survey with value agreement statements
"TRELLO" at rescue
As we were facilitating a 3-week long study, I wanted a tool where we could manage and organize all the documents and notes captured from our participants, and that's when "Trello" came in.
I organized every document and made a weekly checklist of our to-dos. The board also had email templates, interview scripts, participant information, and weekly diary entry questions.
For this study, we recruited seven participants. All were given weekly tasks, an introductory call, and a final interview to get their feedback on the experience of using the app throughout the study.
Research Insights
Feature Requested & Priortization
After conducting the study, we did an internal mapping of the features requested by our users.
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Caller ID for text and calls - 3 out of 7 participants
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Filter by conversation type - 3 out of 7 participants
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Change incoming ringtone - 3 out of 7 participants
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Ability to show GH Call ID as well as customer call ID - 3 out of 7 participants
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Additional ways to import contacts - 4 out of 7 participants
We wanted the Connect team to participate and rank the requested features based on the constraints of development and sprint planning.
So, I thought of bring come creativity to work.
BONUS - Reach out to me for the Trello board template and repurpose it for any usability study!!