Ongair

Ongair gave businesses one place to manage their messaging accounts, reply to customers and sort out their problems. I redesigned the website and the dashboard.

Role: Lead UI and UX designer
When: 2015–2016
Scope: Website and dashboard

The Ongair dashboard on a laptop: an inbox of customer conversations, a chat in which Agent Bauer answers John Smalls about his order and an expired offer, and a contact card for Mary Marlow showing 48 messages.

The problem

Build a website that clearly explains what Ongair does, and a dashboard that makes it easy to connect more than one messaging service and reply to customers instantly.

The goal

Give businesses one place, the dashboard, where they can manage their messaging accounts, answer customer questions and solve problems.

What I did

Redesigned the website and dashboard
Stakeholder interviews
User interviews
Personas
Scenarios
Site maps
Competitive research
Paper prototypes
Wireframes
High-fidelity design and guidelines
Hand coding in HTML5 and CSS3
Usability testing

Ongair 2.0’s inbox on the left, with conversations from John Smalls, Merci Kaum and others, and the 1.0 dashboard on the right, with a long menu and a recent activity feed.

Results

Traffic grew after the relaunch.
A lower bounce rate than before, so visitors were staying.
More daily active users.
Mobile first, so it works on the move.
A higher conversion rate.
Dormant accounts were reactivated.
In-page analytics and click tracking showed people could find their way around.

Ten years later I’m working on WhatsApp commerce again, with TsogaShop.