Overview
Collaborating with my product manager, we redesigned Revium's AI model to increase user productivity and outreach response rates. 'Personalise with Rai' now has the capability to send 25 hyper personalised emails in the timeframe it takes to manually draft one personalised message. As a result, users noticed on average a 25% rise in positive responses.
Context
Revium is a sales engagement product that leverages purpose-built generative AI to drive companies' sales to new levels. Rai (Revium Artificial Intelligence) allows users to instantly generate emails, personalised for each prospect using live data. Personalised outreach is essential in the current tsunami of automated messaging and it is proven to increase response rate.
Problem
Previously, the system had limited functionality and it relied on previous knowledge of AI, prompt engineering and best practice sales outreach. Users were dissatisfied with the output, leading to a loss of confidence in the system. Only 1 in 8 users were utilising Rai, one of Revium's most powerful features.
Solution
The redesign of 'Personalise with Rai' now allows users to auto personalise multiple steps in their outreach campaigns, elevating the quality of the output. Additionally, they have access to predefined message prompts to streamline message formatting, saving time and ensuring reliable results. Resulting in a 700% increase in users utilising the feature.
Impact
Research
We noticed the usage rate of this feature was very low and feedback from our users was that they needed the functionality to write a prompt for each campaign. Through feedback sessions and observations with current users we identified other pain points in this user journey. We created user stories to articulate how this sprint will give value to the user.
Decision 1
How might we make prompt writing easier for users with limited experience. Our answer: include trial & tested prompt templates for efficiency and reassurance. I facilitated workshops to utilise the team's proficiency in sales & AI to craft a selection of message templates. We launched experimental campaigns with these prompts and made required adjustments.
Decision 2
How might we make the workflow more flexible and adaptive? Our answer: allow users to select a message template at each step in a campaign to generate individual personalised emails. I experimented with numerous layouts due to the intricate workflow and accelerated the design phase by testing prototypes and garnering early feedback from users.
Decision 3
How might we protect our users' reputation and regain their confidence in the system? Our answer: We designed mobile preview where users can see a sample message displayed in iPhone and email format before saving the step. This shows the user exactly how their prospect will view the message ensuring confidence in their outreach.
Final Design - Templates
Users are led through a form to enter their companies information, which Rai utilises to craft personalised pitches for each email. Revium's library of system templates can be duplicated and customised to guide users on the level of detail needed for effective outputs. This saved users valuable time writing prompts and guarantees a reliable output.
Final Design - Personalise with Rai
By introducing 'Personalise with Rai' at the campaign step level, we enhance outputs by selecting message prompts for each individual message. With the new toggle feature, users can A/B test personalised emails alongside manually composed ones. Additionally, users can let Rai personalise the subject and preview, streamlining workflows and fostering creativity.
Key Takeaways
Balancing user needs with business goals
A critical alignment challenge arose between the urgent timeline set by the CEO for investor presentation and the users' requirement for a comprehensive solution, which demanded a longer development timeline. Resolution involved convening a collaborative meeting between stakeholders to address concerns and determine an interim solution.
The importance of user research to understand the core problem
Incorporating user feedback is crucial for product development and business growth. However, it's essential to conduct thorough research and approach it with a holistic perspective to accurately discern the underlying problem that needs solving.
Prioritising core functionality for version 1.0 launch
The project faced a tight deadline to launch the core functionality, resulting in the timely release of the initial redesign version. Subsequent iterations with refined designs are scheduled for future implementation in the roadmap.
