Re-working messenger
2023-2024
StarOfService is a global (130+ countries) online marketplace that connects customers with local service professionals across various fields (1000+ services).
In 2023, StarOfService wanted increase volume of interactions on the platform triggered through the messenger and increase satisfaction of communicating through the platform messenger.
Process
Understanding the problem
1st version of the Messenger were developed back in 2015 and it was asynchronous. That made communication between professionals and clients unnecessary complicated and, based on feedback, created feeling of non-responsiveness on both sides.
Creating a Unified Messenger Experience
As a Product Design Team Lead and Product owner, I reworked and unified platform messenger, so it became slick and real-time.
Result
Based on user feedback, it feels fast, clear and engaging for both professional and client. It has increased number of interactions by 1.3x in average during 6 month after global release, and increased possibilities of further experiments.
