MultiLine for Desktop
Problem Statement
A lot of our customers today are demanding for the Desktop Client to be made available to them as part of Enterprise restricted application. This is to ensure the customer has a secure communication platform that is available to them as per company policies.
Without the desktop client, strict security enterprises cannot manage their employee's workspaces as well (managed applications).
What is MultiLine?
Multiline is a cloud-based mobile service that makes it easy to add a second, company-managed number to a corporate or personal (BYOD) mobile phone. It is simple to use and works around the world over any carrier network, work-from-anywhere world. The service allows users to call, text, or send WhatsApp messages on a secure, dedicated business line, all from one, easy-to-use interface.
MultiLine includes everything an enterprise needs to protect company information, meet compliance requirements, manage phone numbers and users, and unlock the value in conversational data.
​
So, now users need the same product on Desktop...
​
Started understanding the current market share for desktop apps usage
It results in 46.67% of users use the same product on Mobile and Web world wide,
And our major customer base in USA & UK,
Understanding the best practices and Study on competitors
Did Competitive Analysis,
Research,
​
Created couple of online surveys and collected the insights, pain points and expectations about the product
Key survey findings,
-
Most people use MultiLine mainly for work, and sometimes to communicate with friends
-
Most people use e-mails as alternate mode of communication for work purposes
-
Most people use native phone calls and text messaging when contacting family members
-
Most people use social media also to communicate with friends and family
Defining,
​
Through research and multiple sessions with focused groups, product, internal stakeholders, we gathered good amount of information and while defining the constraints, we decided to keep the scope within the web browser for Phase I, later the same will be available as a Desktop App.
​
Most use cases of this product are for work and the user types will be,
Users who is using MultiLine on mobile want an access on browser - Existing
Users who wants MultiLine only on browser - Restricted Access
Users who doesn't have the MultiLine - New Subscribers
Goals:
​
-
Easy onboarding
-
Simple and intuitive interactions
-
Same experience as Mobile App
Key features:
​
-
1-1 Calling
-
Call history
-
1-1 Messaging
-
Conversation history
-
Group Messaging
-
Picture messaging
-
Contact Management
-
Office 365 Exchange Contacts
-
Local contact list
-
Availability Management
-
Call Handling
Technical Constraints:
​
-
Browser
-
type
-
versions
-
-
System permissions
-
microphone
-
speaker
-
location (if needed)
-
IA & flow,
Wireframes,
Visuals,
Specifications and delivery to Engineering,
​
Meet with all the key stakeholders to review the project brief and demo the Invision prototype.
​
All the visuals have been uploaded to Zeplin through which the style guides and assets can be accessed by the engineering team.
​
Along with PM, we created user stories and feature details in JIRA by attaching all the necessary documents related to design, and through the JIRA task we were able to easily track the progress.
MultiLine Desktop brings the mobile business calling and messaging features critical to frontline client communications to the browser. For regulated users, these calls and messages will be captured for compliance teams in the Management Portal just as they are in the mobile apps.
As the application, it can be managed by security-conscious IT departments and the user experience will feel more natural as a native application.
My role was Product designer and worked with Krithika Ramraj: throughout the process, conception to launch.
​
Inspiring support from,
Architect and Engineering teams.