Managing chat flows was like finding a needle in a haystack.
IMPACT
Empowered users to maintain cleaner workspaces by enabling the deletion of outdated flows, reducing clutter across active user accounts.
SCALE
Enhanced the experience for over 12,000+ active Chat Flow users, improving task completion rates and demonstrating the value of user-centric, scalable solutions.
COLLABORATION
Collaborated with a cross-functional team of 9 members, including designers, developers, and product managers, to deliver the feature within a 4-month timeline.
OUTCOME
Launched the delete feature that received a 90% positive feedback rate in user surveys and improved overall workflow efficiency for teams using the platform.
The Chat Flow project aimed to solve the issue of clutter caused by outdated flows in Clickatell's platform for automated chat experiences. Users struggled with managing clutter due to the inability to delete flows, resorting to workarounds like burying them in folders.
The solution involved creating a secure, simple flow deletion system with features like smart alerts for dependencies, sandbox safety checks, and admin approval to prevent errors.
Running observation test and collecting qualitative data
Wireframing and exploring ideas
Error Modal Prototype
When users try to delete a flow with dependencies, Chat Flow would do a check on potential errors. Users are then presented with a list of dependencies that need to be disconnected in order to delete the flow.
Modal Anatomy
Admin Approval Process Prototype
Once a user initiates a flow deletion, it’s not gone just yet! The request gets escalated to an Admin for a final review. Admins can then approve or decline the deletion, ensuring no critical dependencies are unintentionally removed.