GOTO - GRASSHOPPER
Grasshopper is a Voice Over IP app for small business owners. As part of the GoTo suite of products, I was brought on to help merge Grasshopper with GoToConnect into a single codebase.
Challenge
Migrate existing Grasshopper customers to the new GoTo Experience preserving the features that they are accustom to using.
Role
Senior User Experience Designer, Researcher
Tools
Figma, InVision, Miro
Feature Gap Analysis
The first step in the project was to make an inventory of all of the features that Grasshopper users enjoyed that they would lose upon migrating to the GoToConnect platform. We mapped out an prioritized those features and one by one to ensure they were built into GoToConnect.
Fax Capabilities
The ability to send a fax was one of the first features that needed to be added to the Goto platform. This is a classic example of using familiar and novel elements to make sure that migrating users could still find the features they were used to. We made sure the capability was there and it could be found in the place you would expect to find it.
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Instant Response
As we continued to migrate features we looked carefully at Instant Response. This was a very popular feature among the small business users. As we strategized incorporating the feature into the GoToConnect framework, we thought it would be a good idea to expand it to include out of office reply management.
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However, when we tested the prototype, we found that Grasshopper and GoToConnect users were very different in what they wanted. As a result, we decided to focus on maintaining the existing Grasshopper functionality without expanding it to include out of office replies.
Adapting to changes in strategy
As the project continued, business leaders ultimately decided they could not simply abandon the brand equity they had earned in the Grasshopper name. So instead of migrating all Grasshopper users to the new GoTo product, we decided to create a new instance of Grasshopper using the GoTo codebase. This allowed us to customize the GoTo experience for the Grasshopper users.
This also enabled us to keep Instant Response and other features like it segregated to the appropriate user base.
This also enabled us to keep Instant Response and other features like it segregated to the appropriate user base.
Takeaways
This project reminded me of the importance of staying close to users and understanding the pain points you are trying to solve. When there are different user profiles, both need to be accounted for, and not lumped together as one group.