Expert Video Chat
Role: Lead UX Designer
Product Area: Internal
Timeframe: Launched in March 2023
Device Design: Desktop
Outcome: Since its 2023 launch Video Expert Chat has become a top market differentiator. App users (which includes Video Expert Chat) have an 82.8% renewal rate—7.8% than non-app users—indicating 82,000 new conversions could yield over 6,000 additional renewals. The tool resolves up to 69% of electrical issues virtually, reducing service requests while achieving a 99% member satisfaction rate.
Outcome
Video call technology has become essential for operational efficiency and customer loyalty by connecting with virtual experts, transforming the home service experience.
With Streem’s integration, the company has created a scalable ecosystem that reduces costs, saves time for professionals and homeowners, and stabilizes the renewal pipeline.
Problem
We moved from expert-initiated calls to a member-initiated model, quickly launching a feature that lets AHS members call experts directly.
Previous Call Screen
Solution
Updated Call Screen
The solution offers an intuitive interface for experts to manage availability. They can toggle their status for call readiness, a call screen provides context on the and issue.
Design Thinking Process
Cross functional discovery phase
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Cross-Functional Discovery: Partnered with Product and UX Research to map user journeys and identify pain points through surveys and qualitative insights.
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User Archetypes: Developed user personas via expert interviews to address workflow challenges and role requirements.
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Technical Alignment: Collaborated with Engineering to define technical requirements and map system statuses essential for real-time expert communication.
I turned user interview insights into data-driven personas, which validated and guided our design decisions throughout the project.
Working with Product, I crafted user journeys to show the expert experience. By mapping interactions, we identified friction points and aligned stakeholders, ensuring the solution reflected the member-expert relationship.
We analyzed the current member interface to ensure a cohesive experience, aligning the expert’s workflow with the member’s mental model and bridging the gap between user expectations and expert service.
Exploration
I conducted low to mid-fi iterations to test our architectural decisions before high-fidelity design. This was essential for addressing edge cases and developing solutions for expert UI, error handling, and dropped-call logic, ensuring the interface was ready for real-world expert workflows.
To create a familiar and user-friendly interface I analyzed industry leaders like Google and Zoom. This helped align our design with existing user patterns while adapting it to our expert-member workflow.
User Research
I conducted a usability study with Maze for our internal Experts. Key optimization opportunities emerged despite a strong usability score:
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Availability Awareness: Enhanced visibility of the 'Unavailable' status to reduce expert confusion after calls
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Workflow Efficiency: Simplified the process for resending invites to address user friction
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Content Strategy: Improved the wording of post-call notes for better clarity and accuracy in reporting
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Feature Engagement: Discovered a 0% engagement rate with the reminder banner, prompting a strategic redesign of the component.
I reviewed the research by looking for similarities in the participant data, which helped me identify the most frequent pain points and behavioral patterns.
Desk Checks
I work closely with the engineering team during the build phase for a smooth transition from design to code. I audit the staging environment to identify visual issues, providing documentation to help align the live build with the original design.
Review of Designs With Notes on Revisions
After identifying several visual inconsistencies in the build, I developed a comprehensive UI Color Specification for the engineering team. This resolved visual inconsistencies and improved development velocity by providing a unified reference.
Next Steps
After the acquisition, I became Lead Designer for the Streem product, focusing on optimizing the expert experience. Currently, I'm leading the integration of AI-assisted note-taking to free experts from manual tasks, enabling them to prioritize problem-solving and member engagement.