Chat Flow: Decluttering, one flow at a time
Chat Flow is a flagship Clickatell product that lets users visually build and automate self-service chat experiences across multiple channels.
Figma, Userbit, Miro, Optimizely, Hotjar
Lead Product Designer working with 1 PM, 1 Tech Lead, 3 FE Devs, 2 BE Devs, 1 UX Director, and 1 Tech Writer.
Figma, Userbit, Miro, Optimizely, Hotjar
Lead Product Designer working with 1 PM, 1 Tech Lead, 3 FE Devs, 2 BE Devs, 1 UX Director, and 1 Tech Writer.
Figma, Userbit, Miro, Optimizely, Hotjar
Lead Product Designer working with 1 PM, 1 Tech Lead, 3 FE Devs, 2 BE Devs, 1 UX Director, and 1 Tech Writer.
Reduction in support tickets
Reduction in support tickets
Reduction in support tickets
Managing chat flows was like finding a needle in a haystack.
Managing chat flows was like finding a needle in a haystack.
Managing chat flows was like finding a needle in a haystack.
Initial findings were that users struggled with:
1. Clutter overload
Too many outdated flows cluttering workspaces.
1. Clutter overload
Too many outdated flows cluttering workspaces.
1. Clutter overload
Too many outdated flows cluttering workspaces.
2. Hacky workarounds
Burying unused flows in folders just to keep things tidy.
2. Hacky workarounds
Burying unused flows in folders just to keep things tidy.
2. Hacky workarounds
Burying unused flows in folders just to keep things tidy.
3. Risk roulette
Deleting a flow could disrupt live user interactions.
3. Risk roulette
Deleting a flow could disrupt live user interactions.
3. Risk roulette
Deleting a flow could disrupt live user interactions.
What we heard: Insights from the frontlines
What we heard: Insights from the frontlines
What we heard: Insights from the frontlines
User interviews showed the lack of delete caused clutter, while data revealed users nested unused flows to bypass it.
said clutter hurt efficiency.
avoided deleting flows, fearing errors.
reported slower onboarding because of unused flows
Running observation test and collecting qualitative data
“We never had the option to delete flows. We simply reused or moved them to a trash folder...”
“We never had the option to delete flows. We simply reused or moved them to a trash folder...”
“We never had the option to delete flows. We simply reused or moved them to a trash folder...”
The maze of deleting flows: Why it wasn’t simple
The maze of deleting flows: Why it wasn’t simple
The maze of deleting flows: Why it wasn’t simple
Deleting flows seemed simple, but avoiding breakage required extra care. Here’s why:
Sandbox vs production
Test (sandbox) and live (production) flows couldn’t be handled the same. Deleting a live flow risked serious disruption and revenue loss.
Sandbox vs production
Test (sandbox) and live (production) flows couldn’t be handled the same. Deleting a live flow risked serious disruption and revenue loss.
Sandbox vs production
Test (sandbox) and live (production) flows couldn’t be handled the same. Deleting a live flow risked serious disruption and revenue loss.
Interconnected nodes
Flows were often linked, so deleting one could break others—like pulling a thread and unraveling the whole sweater.
Interconnected nodes
Flows were often linked, so deleting one could break others—like pulling a thread and unraveling the whole sweater.
Interconnected nodes
Flows were often linked, so deleting one could break others—like pulling a thread and unraveling the whole sweater.
The design process kicked off with a thorough exploration phase, ensuring we truly understood the problem and user needs. This exploration ensured the feature wasn’t just functional.
We hosted brainstorming sessions where users showed us their workarounds for managing clutter—folders within folders and color-coding chaos.
We hosted brainstorming sessions where users showed us their workarounds for managing clutter—folders within folders and color-coding chaos.
We hosted brainstorming sessions where users showed us their workarounds for managing clutter—folders within folders and color-coding chaos.
Wireframing and exploring ideas
Our magic wand: The solution
Our magic wand: The solution
Our magic wand: The solution
Smart alerts
Give users a heads-up by flagging dependent flows and important steps before deletion.
Smart alerts
Give users a heads-up by flagging dependent flows and important steps before deletion.
Smart alerts
Give users a heads-up by flagging dependent flows and important steps before deletion.
Sandbox safety net
A multi-stage safety check to make sure nothing goes kaboom in test environments.
Sandbox safety net
A multi-stage safety check to make sure nothing goes kaboom in test environments.
Sandbox safety net
A multi-stage safety check to make sure nothing goes kaboom in test environments.
Admin approvals
Because every great plan needs a gatekeeper! Guardrails to protect live operations.
Admin approvals
Because every great plan needs a gatekeeper! Guardrails to protect live operations.
Admin approvals
Because every great plan needs a gatekeeper! Guardrails to protect live operations.
We created a robust deletion system that was simple, secure, and smart.
You shall not pass (without fixing errors)
You shall not pass (without fixing errors)
You shall not pass (without fixing errors)
When deleting a flow, Chat Flow checks for dependencies and lists what must be disconnected first.
Keeping deletions under control
Keeping deletions under control
Keeping deletions under control
Admin Approval Process Prototype
Flow deletions aren’t instant—requests go to Admins for approval, ensuring critical dependencies aren’t removed by mistake.
Deleting stress, one flow at a time
Deleting stress, one flow at a time
Deleting stress, one flow at a time
Post-implementation, the new feature was met with positive reception. Data and user feedback indicated:
Enhanced user engagement and platform cleanliness, with a noticeable decrease in dormant flows.
Enhanced user engagement and platform cleanliness, with a noticeable decrease in dormant flows.
Enhanced user engagement and platform cleanliness, with a noticeable decrease in dormant flows.
Improved user satisfaction metrics, with particular appreciation for the user-centric design approach.
Improved user satisfaction metrics, with particular appreciation for the user-centric design approach.
Improved user satisfaction metrics, with particular appreciation for the user-centric design approach.
A decline in customer support queries related to flow management, indicating a more self-sufficient platform.
A decline in customer support queries related to flow management, indicating a more self-sufficient platform.
A decline in customer support queries related to flow management, indicating a more self-sufficient platform.
“I’m really impressed with the new delete feature. It's user-friendly and makes managing flows so much more straightforward.”
“I’m really impressed with the new delete feature. It's user-friendly and makes managing flows so much more straightforward.”
“I’m really impressed with the new delete feature. It's user-friendly and makes managing flows so much more straightforward.”
“I was genuinely impressed with how the new delete feature was integrated. It’s intuitive and how safely it's been implemented.”
“I was genuinely impressed with how the new delete feature was integrated. It’s intuitive and how safely it's been implemented.”
“I was genuinely impressed with how the new delete feature was integrated. It’s intuitive and how safely it's been implemented.”
What the future could hold
What the future could hold
What the future could hold
While the new delete feature has been a hit, there’s always room to improve. The error prevention process could be more intuitive, and future updates might explore archiving options or ways to better handle broken flows. One milestone at a time, we’re making flow management seamless. 😊
