Outcome The app went on to hold a 4.7★ rating across 42K+ reviews and 1M+ downloads on Google Play.
My role:
Strategy Manager and Facilitator.
During the pandemic, this was the second time we conducted Design Sprint remotely.
Context:
A great tool for summarizing an idea on a single sheet of paper is the Opportunity Canvas.
Design sprints can help solve a subset of these, but obviously not all of them.
The current app is one of the top ten in App Store - Apple (CA).
Process:
Set the Stage: Before the sprint began, we assembled the right team and booked the right stakeholders for interview on day one.
Map(Day 1): We started at the end and agreed to a long-term goal and what has to be true(sprint questions) in order to reach the long term goal.
How might we enable consumers and business customers to easily access all electronic communication from Canada Post at one place in a user friendly way?
Sprint Questions:
• Personalized and relevant update to the user. Avoid redundant information
• Aggregate all communication for users in one location
• Ability to categorize/sort communication
• Enable/Disable communication
• Preferences on type of messages: text, sms, push notifications, smart home. Message centre is a repository
• Ability to add new communication through message centre
• Easily scalable tech solution which is industry standard or better
• Capability to release often and speed to market
• Push real time communication/alerts
• The communication should integrate with other services(follow up actions) i.e. support
• Ability to archive/delete communication
• Should support omni channel and personalization
• Should support images and videos
• Leverage out of box/plug and play as much as possible
• Support three levels of communication:
- Anonymous - Corporate communication (ex. COVID)
- Registered - Flex, epost, eStore
- Identity proofed - Mail manager, set and forget
• Integrate with future and existing(ex. dashboard) capabilities ‣Bilingual, CASL , privacy compliant, AA accessibility compliant ‣Application should go through threat risk assessment
• Ability to deliver generated and automated communication
• The service should integrate with CRM system
• How to support personal vs household/address
• We need a way to track engagement
• Sharing the communication to as example wallet, email, text, photos, air print etc.
Next, we made a map of the challenge.
Later we interviewed the stakeholders at Canada Post to share what they knew. Finally, we picked a target: an ambitious but manageable piece of the problem that we can solve in one week.
Sketch(Day 2): After a full day of understanding the problem and choosing a target, we focused on solutions. The day started with inspiration: a review of existing ideas to remix and improve. Then, in the afternoon, each person sketched, following a four-step process that emphasizes critical thinking over artistry. We also began planning Friday’s customer testing by recruiting customers that fit your target profile.
Decide(Day 3): We started Day 3 critiquing each solution created on Day 2, and decided which ones have the best chance of achieving our long-term goal. The winning pieces from the sketches was woven into a storyboard: a step-by-step plan for the prototype.
Prototype(Day 4): We turned the storyboard into a prototype and made sure everything was ready for Friday’s test by confirming the schedule, reviewing the prototype, and writing an interview script.
Test(Day 5): We interviewed 5 customers and learned by watching them react to our prototype. At the end of the day, we had list of findings that we observed recurring amongst the participants. Below is a summary:
• Cater to both Anonymous and Registered users - Entice anonymous user to subscribe for what’s coming in the mail
• Simplify registration and authentication
• Search and filter needs to be contextual to the tabs. The option icon next to it wasn’t clear either
• Difference between mail and messages tab wasn’t clear
• Avoid redundant sections and tabs. Mail tab was confusing and not useful
• Participants were pleasantly surprised by the service
Result:
At the end of the process, we had enough material to develop user stories for the MVP.
• Had identified the needs of potential customers
• Had identified business goals
• Had identified obstacles we were going to face
• Had put our finger on what can be resolved in a few days
• Had a working prototype to test with our prospects
• Already got some feedback from our target audience, and we knew what to improve on
Design after incorporating user feedback.