How to further spread valuable knowledge
Improving the experience of "Sharing" feature of Remember Community to remove friction and allow the spread of valuable knowledge to more people
Remember is a business platform based on business cards. Now, it has more than 4 million users and is the no.1 player in business contact management with a 90% market share. The company launched Remember Community, leveraging its user base to allow managers and executives to exchange their thoughts and ideas actively.
In Community, insightful posts and comments on work and life started to attract attention. Users wanted to share them but the current Share function was not sufficient for their needs. Only 0.5% of users who read a post clicked Share button, and less than 10% of those who clicked the shared links reached the shared posts.
VOICE OF CUSTOMER 1
Voice of Customer 2
Right when the user wanted to share the post she’s reading, the Share button was unnoticeable. The button had to be redesigned so that it can be easily found and understood.
Multiple iterations were developed to find the appropriate layout and style that can accommodate all the above solutions.
‘Share’ is now easier to identify and use, allowing users to share more. The percentage of users sharing a post after reading one increased by 1.9x.
With the integration of engagement actions into one component, Likes per post increased by 1.7x as well.
The fact that the user cannot access the shared post with one click provokes negative feelings from the beginning of their experience. Shared posts are exceptionally valuable with their word-of-mouth marketing effect, and its experience has to be easy and smooth.
Community’s policy asking visitors to sign up before reading a shared post prohibited easy access to the shared pages and a lot of visitors gave up in the middle. The team decided to switch gears. As people read more insightful posts from the Community, they will get interested in Remember Community, and will naturally join as new users.
The experience for reading shared posts was improved. Those who have not known the Community can access the posts without any friction so that they can glimpse into the service. The checkpoint for new user sign-up has been moved to a later point when they try to hit Likes or leave comments. Asking visitors to sign up when they want to interact with the Community makes their experience more natural.
Putting the Share button quickly without sophisticated development allowed us to gather data on which we could build hypothesis and design strategy. Such rapid execution eventually allowed us to improve user experience by guiding the team toward the right direction from reflection.
From the beginning of design process, I shared my design ideas and plans with developers. Through discussion with developers and project manager not only on user experience but also on other aspects of the projects, I could make the best design decisions. Sharing the interim designs with the team enabled everyone to align on the output, and enabled myself to design just as much as it was needed.