The goal of this project is to provide users a better experience of email product and increase DAU.
Easily scan threads and review email messages.
Improve DAU
Decrease help desk tickets
Doubled DAU
NPS score from 67 to 89
Design lead
Lark is an office suite which includes instant messaging, Docs, Calendar, and much more. While we expand US market, there is a critical business need to provide email services. Especially, users use email for formal communications. So email will be an important component for lark suite.
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In this process, our target users use Lark to discuss email contents with internal stakeholders and use email to communicate with external people.
Not robust as gmail or outlook. But we can provide a better experience and modern UI.
Deeply integrate with chat, calendar, docs, etc. to ensure efficient work completion. E.g. , users can share a doc permissions when composing an email.
We released MVP version and observed a low user conversion rate. We collected user feedback and defined user pain points.
Users need to quickly scan thread list, and locate on the threads they need to work on quickly. We analyzed the thread states and thread information and designed solutions.
+ Hard to identify unread threads.
+ Number of messages in thread looks like notification.
+ The dark grey background of hover-on thread makes it hard to read information on it.
+ Unread
+ Read
+ Hover on
+ Multi-selected
+ Selected
+ Draft
+ Attachment
+ Number of messages in thread
After rounds of iteration, we designed the final solution and users were satiesfied with it.
We did iterative design for each design challenge. After redesigning the whole experience, we delivered this version to another group of users and observed DAU doubled.
We did A/B testing after redesign and observed a dramatic DAU increase. Then we released it to all Lark users. Our marketing team demoed our email product to customers and they chose to use it.
