Back online alert after a failed call when caused by no or low network connection
The Challenge
Internal Messenger research showed an opportunity to increase daily active users by 50,000-80,000 by helping callers who had a failed call attempt to understand the reason their call failed and successfully complete their call when network connection was restored.
Target Audience
Users of Messenger calling who had a failed call attempt due to no or low network connection.
The Solutions
Two different situations needed two solutions.
First situation - the user controlled device settings need to be changed.
Second situation - the user needs to wait for internet connection to return.
My Role
I provided all content and partnered with a Product Designer for user strategy.
My Partners
Product Designer
Software Engineer
Product Manager
My Impact
UX consultation with Product Designer
Thorough content and UX analysis
Provide helpful guidance for users in simple, plain language
Edited existing copy for clarity and tone of voice
Content for toast
Develop clear, consistent copy that supports the user experience
Two situations where user’s phone has no internet connection:
Settings need to be changed
The content in this dialog needs to let the user know their current device settings are preventing their call from connecting.
Before
Formal tone used and is informative (but not helpful).
No options for next steps to resolve this problem.
After - my content changes
As a Content Designer my job is often to simplify but this is an exception.
The user needs more information on this dialog to explain the problem (need to change settings) and solution (then try call again).
Two buttons were also added so the user could be in control and choose to cancel out of the screen or choose to change their settings.
I changed content on this dialog to give more explanation and added two options to this previously dead end user experience.
Situation One - The user is in control of their internet connection in their device settings
No internet currently available
This is situational and there is nothing more the user can do but wait for an internet connection.
A notification will be sent to the caller when their phone detects they have internet connection again.
New notification added
The caller is given a notification to let them know they’re back online and can now retry their call in an audio or video format.
I used simple, helpful content which led to a successful outcome with the understanding that notifications can’t become an annoyance or people will turn them off (and it’s difficult to get them to turn them back on).
Situation Two - The user is NOT in control of their internet connection
In-app toast
If the user has notifications turned off or ignored the back online notification, we send an in-app toast with a helpful link to call the person again only the first time they open the app. This is limited by a single line constraint in the Messenger Design System.
Final Thoughts
This was a great opportunity to collaborate with my product team to resolve a dead end user experience.