my role
I was leading the redesign of notifications and how they would fit into the new navigation.
context
Klaviyo’s current account notification system includes a wide variety of information about general, billing, integrations, deliverability, new feature announcements and is detailed in the document, Account Notifications: The Recipients and Content Sent(may not be up to date). Account notifications can be created by employees who have a higher staffside permission and involve filling out a form that asks the following:
This project started to support V2.0 navigation: understand where the top nav utility items would live. However, we decided to focus on notifications, because there are opportunities to resolve issues such as users,
being limited to the number of notifications they can view
receiving notifications they don’t value
accommodating to the many different forms and outlets of customer communication from Klaviyo numeric, boolean (true/false), etc.
problem
Overall, notifications are not providing value to our customers, as shown through customer behavior and data:
Lack of action oriented language. Our notification center includes many account status notifications.
No clear hierarchy or urgency of alerts.
Old notifications (for example: from 113+ days ago) will persist unless a customer clicks “dismiss”.
Other usability concerns:
No capability to view all notifications if the number of notifications exceeds the screen size(can’t scroll - this could be a bug?)
No way to view all notifications - past and present. For example, if a user accidentally dismisses a notification
No way to sort or categorize notifications by read, archive, etc.
Unclear usage of grey for notifications
solution
A guided framework for all employees who send out customer communication.
lo fi
The main differences between these two concepts are the location of notifications in the navigation, the accessibility of notifications when in a task flow (i.e setting up a flow, editing a email template), how different notification types are grouped, and the visual style of the notification center.
The two low fidelity concepts will be used to learn about Klaviyo customers' mental model with notifications and to gauge their interest in a better notification system. These concepts are not finalized but, they are exploratory to understand how our customers felt about notifications in general.
uncovering a larger problem
I hosted a workshop to ensure I was capturing all types of notifications. We found that there was no consistent standard for how we were communicating with the customer. In this image below there are 8 different styles and forms of communication.
From the workshop we realized we needed to create a notification system that would group types of notifications and how we should communicate with our customers.
These groups are:
Something is broken and needs action from the user
Performance errors
Klaviyo/Account settings updates
Failed integration
Shopify theme change
Template syntax errors
Insights
Digest of activity
How to improve performance
Customer activity
Messages from customers
User activity
Klaviyo notifications
Updates
New features
Beta testing
Marketing events
CSM communication
audit of all customer communication
After presenting my case of how inconsistent we are with our communication, I was able to do an audit of all the customer communication that we send out.
