UX Case Study 4
Requesting Notification Permissions
Native mobile apps (iOS, Android)
Context
Homage wanted to send WhatsApp broadcast messages to caregivers on the platform (using WhatsApp Business API).
Caregivers who were agreeable to getting these broadcast messages had to explicitly opt in to the new service.
There were existing flows and screens where users could determine their desired notification frequency for push notifications.
My Role
I redesigned the onboarding flow and the notification settings screen to cater for this new business requirement.
I worked with 1 other UX/UI designer, a team of 2 mobile engineers and 2 web engineers. The other UX/UI designer focused more on the flow for internal Operators to trigger the WhatsApp broadcasts on the desktop web app while I looked after the mobile portion.
Design Rationale & Thought Process
Platform Differences
Due to the different default behaviour across iOS and Android, the onboarding flow was different across two platforms.
iOS users would have to grant both push and (new) WhatsApp permissions more explicitly in iOS, whereas;
Android users would only have to handle the latter since users were automatically enrolled in push notifications.
Mutually Exclusive, Collectively Exhaustive
I plotted a matrix to make sure all scenarios across platforms and the various combinations of push/WhatsApp permissions were covered. This ensured that the design accounted for users at multiple points in their journey, whether they were Android or iOS users.
Outcome
Caregivers were able to opt in or out of receiving WhatsApp broadcast messages easily from their app.
From the company’s perspective, the ease of sending WhatsApp broadcasts improved the number of applications on the platform.
It was especially helpful in the case of urgent care visits with a shorter lead time, when WhatsApp helped to get the word out to the caregivers.
The amount of time an internal Operator spent on fulfilling each care request also reduced by up to 50% in some cases.
