The Live Conversation Experience

Disclaimer

The views expressed in this case study are my own and do not reflect the views of Remesh, Inc. All design assets and concepts presented are the property of Remesh, Inc. This case study is intended solely to showcase my design process.

Overview

Remesh empowers researchers to capture and analyze opinions from large audiences in real time, transforming the focus group experience. I redesigned the live conversation workflow to help researchers instantly understand 1,000+ responses, driving a 3X increase in monthly repeat usage.

As the lead product designer, I was responsible for:

• Establishing the high-level design vision and gaining leadership buy-in.

• Redesigning the live conversation experience.

• Creating a scalable UI framework to accommodate the evolving needs of researchers.

• Drafting a roadmap for incremental product development.

The Challenge

A key business challenge we faced was retention: 2/3 of users were not returning to run additional studies on the platform.

User and Problem (Pre-Redesign Experience)

Before the redesign, the platform struggled to meet the distinct needs of its users, leading to significant challenges for each cohort:

• Moderators (e.g., Jenny)

  Jenny feels overwhelmed during live conversation sessions. She struggles to process all the responses in real time, which makes it difficult to keep up with the fast pace and affects her ability to moderate effectively.

• Collaborators (e.g., Brian)

  Brian wants to contribute more actively during the sessions, such as taking notes and asking follow-up questions. However, he worries about distracting Jenny and often has to hold back until after the session to share his insights and ideas.

• Participants (e.g., Olivia)

  Olivia feels overwhelmed by the flood of responses and analyses happening around her. While she wants to focus on engaging in the conversation, the surrounding data and activity make it hard for her to stay focused on her own contributions.

These challenges highlighted the limitations of the existing platform in creating a seamless and effective experience for all users.

Exploration and Vision

I facilitated brainstorming sessions with product managers, engineers, designers, and internal stakeholders to define an ideal workflow for market researchers:

1. Design a research study.

2. Collect responses.

3. Analyze and share the data.

To address the evolving needs of researchers, based on the learning and iterations, I proposed a scalable UI framework. Additionally, I collaborated with the data science team to enhance the participant experience, optimizing the quality of data collected.

Design and Build (MVP)

After testing prototypes with users, we launched an MVP. Researchers could now moderate sessions more easily, while collaborators could take notes and react to responses in real time, ensuring they got the most value from the sessions.

I also proposed a product feature roadmap for future iterations to continue improving the experience.

OUtcome

The redesign of the live conversation experience significantly improved the platform's usability and engagement, leading to strong user satisfaction and increased repeat usage. Key achievements include:

• A 3X increase in monthly repeat usage within 10 months, with continued growth.

• A consistently high NPS score of 93 from launch to present.

• The platform was used by the United Nations to facilitate peace negotiations in Yemen and Libya during the civil wars and the COVID-19 pandemic.

Below is a demo of the new live conversation experience.

What’s next?

We continue to define success metrics, measure outcomes from the live experience, and iterate based on ongoing user research. Additionally, I led the creation of a design system built on the foundations established by this project.

What I Learned

• Deep Dive into Personas

• Leverage Cross-Functional Expertise

• Conduct User Prototype Testing with Real Data