Engage is a module of Qurate Hub, which allows marketing teams to interact with their customers via social media without having to manage different apps and logins. After discussions with some users, many of them liked to deal with customer interactions on the go or as and when they come in, this of course meant they were not always at their desktop computers or laptops.
Up to this point Qurate Hub is purely a desktop app with not a great demand for a mobile app. Currently the Qurate Design System did not yet extend to mobile devices and so this was an excellent opportunity to start creating mobile styles and expanding the design system.
With the research and product direction already done this project was more of a visual design exercise. I started by making a list of the functionality the app would need and thinking about potential users flows, which then progressed into wireframe sketches. I planned all the different screens and states the app would need so I decided at this point to jump straight into Sketch and start playing around with these ideas.
I used the basics from the current design system, such as colors, type, icons and component styles as the basis of the mobile styles. This worked great, everything transferred really well so I was able to design the components without much problem, so the screens came together quickly.
I felt that using some design patterns from existing native apps would encourage new users to make the transition from several apps to just one without too much friction.
I wanted to create a click through prototype so I thought this would be a good opportunity to try out Figma. Up to this point we had used Sketch exclusively and made use of Sketch and Invision Design System Manager. Figma can import Sketch files so I thought I’d try it’s prototyping capability.
The prototype was really useful for exposing some issues and bringing up a lot of questions regarding alternate ways of doing tasks. So in the end I think this was a really good exercise and the fact I was able to do it so fast was great, it meant we could validate the ideas early.
Making Engage a stand alone app allowed customers to use it without signing up to the full Qurate Hub suite, opening it up to a potential new user base.
I plan to A/B alternate design patterns as several questions remain, such as do users prefer to see their interactions sorted by type e.g. mentions, by social platform e.g. Twitter or by their individual social accounts. Creating the prototype really helped to expose a lot of these questions.