PROJECT
BombBomb Browser Extension
One of the key selling points and missions of BombBomb is to get users to video quickly so they can create personal and lasting relationships with their recipients. With 2019 there came a business focus to refine this flow, not only from a conversion perspective but also from a user habit perspective.
The Problem
With the existing platform and integration at the time, the company mission to get users to build lasting relationships quickly with video was being affected by a cumbersome, dated, limited, and sometimes confusing Chrome Extensions experience, which lead to low usage and even lower conversion rates.
After gathering feedback from our customers, along with a new business direction to drive trial users to a quicker and cleaner chrome extension experience to impact conversion, we narrowed our key problems to four specific goals:
Increase Weekly Active Usage and New User Conversion
Increase % of users recording and sharing a video
Increase % of users opening the Chrome Extension popup
Decrease user uninstall rates
Team + Role
My team was tasked with tackling this problem, with me playing the role of both researcher and UX/ UI designer with close collaboration with Product Management, Development, and the Senior Leadership Team.
The Original Experience
The Process
Our first initial steps in the process were to research our user and business goals via data deep dives, competitive analysis, client interviews, and journey mapping sessions. We wanted to not only identify the core problems from a business and user perspective but also identify the best first solution to launch to our users.
After our initial dives into research, we spent two sprints whiteboarding all the potential flows on our walls with constant critiques as well as discussions with the key stakeholders and customers. We then followed these steps by turning these high-level sketches into interactive prototypes in Adobe XD so we could envision not only envision this ideal experience but also test it amongst stakeholders and customers to get an understanding of the product in action.
With lots of constructive feedback along the way, I collaborated and reviewed with the development team to launch a final solution for our users in testable increments.
User Journey Mapping
Wireframes + Testing
The Final Solution
Our team officially revealed this newly designed interface to internal and Beta Users in late March and saw a positive reaction. On April 11, 2020, the team released the updated Chrome Extension to the public via a highly-attended online Webinar. Not only did we enhance the speed of the video experience, but also introduced several new features into the Chrome Extension, including:
Ability to easily record yourself or your screen
Access to your video library to easily copy and paste videos where you need them most
Easily ability to navigate to your tracking feed to get a live updated view of your video engagement
Was it a success?
Final Results + Metrics
Over the following months, we saw a constant increase in our customer’s satisfaction as the extension boosted and solved a lot of their tech and experience struggles. Since its release in May 2020, we witnessed a 40% increase in weekly active users.
User Feedback
With the release of the updated Chrome UI, we not only saw an increase in users, but also an increase in positive user feedback and a decrease in user uninstall numbers. Users loved that the new UI allowed them to have more control over what type of recording they had, the ability to name a video easily and to share wherever they wanted. Users felt like the experience fit easily and quickly into their daily workflow and encouraged them to record more videos and share through more platforms.