↓ Enhancing User Engagement: Guided Conversations for Good Dog 

I initially joined GoodDog as a Senior Product Designer (contract via Obodo) in February 2023. While I had the pleasure of working on multiple projects, my main focus was an onboarding flow called Guided Conversations.

Collaborating closely with Bryan Le (Head of Design) and Lillian Warner (UX Writer), our goal was to increase engagement rates and improve the quality of responses after users contacted breeders.

↓ Boosting Engagement with Guided Conversations

To achieve the main goal of increasing engagement, I developed multiple mini-functionalities for the app. It all starts with presenting breeders with a well-organized layout of the buyer's request. Once the buyer is ready to respond, our objective was to keep them engaged, assist them in crafting a more personalized message, and reduce the time required for writing.

A common scenario involved buyers inquiring about a puppy that was no longer available. Previously, buyers would include this information in their response message. To address this issue more efficiently, I added a quick widget allowing buyers to mark a puppy as unavailable while also suggesting other options based on the buyer's preferences. This streamlined process enhances communication and user satisfaction.

↓ Enhancing the Guided Conversations Flow

While iterating on this flow, I identified additional ways to simplify crafting an engaging response. Given that buying a puppy is a highly personalized experience, there is no "one size fits all" scenario, and breeders often need to adjust program details to meet buyer needs.

The new flow allowed breeders to easily modify program details, such as deposits, expected go-home dates, and pickup/drop-off options, while responding to the buyer. Additionally, breeders could now add more photos of the puppies directly within the response, a task that was previously handled off-platform. These improvements made the process more efficient and user-friendly.

↓ Finalizing the Guided Conversations Flow

The final step in creating this flow was developing an easy-to-review layout for the content-rich responses breeders sent back to buyers. While prioritizing the actual message was the obvious choice, I experimented extensively with the information architecture.

After rapid testing with a selected group of users, we finalized and shipped the desired layout, ensuring it was both user-friendly and effective in enhancing communication.

↓ Mentoring and Enhancing Design Practices at Good Dog

 In addition to working on the onboarding flow, I had the privilege of mentoring the Good Dog team on better principles for using Figma. I helped them understand how to create reusable systems, which eventually led to my involvement in developing an entirely new design system for Good Dog.

I also introduced the team to the concept of working with design slots, further enhancing their design capabilities and efficiency.