Summary

Notifications+ allows you to configure notifications for inbound and outbound call events on your RingCentral® account. Notifications are customizable and delivered in real-time via SMS, email, webhook or RingCentral Team Messaging.

Use case study:

Google Slides presentation and walkthrough:

https://docs.google.com/presentation/d/1QJgmw5PonYdadWU4WQbYwNuOVcdcSGpdpDndnNuab7A/edit?usp=sharing

The Problem

I need notifications to the appropriate people quickly in the event of a 911 call so I can respond to emergency services quickly. I also need different delivery methods for the notifications to ensure the intended party receives, regardless of device.

This tool could be useful in helping comply with Kari’s Law/Ray Baums Act.

Team Setup

Dev Team

• Senior Project Sponsor

• UX Design/Project Manager (me)

• Senior Engineer/Project Lead

• DevOps Engineer

• Outsourced dev team in India

Stakeholders

• Current customers (education, emergency, health services)

• Sales Engineer Feedback Group (customer advocates)

My Role

Designed the solution, orchestrated research, conducted usability/UAT testing, and ensured quality of hand-off before development and after.

• Conducted research to help expand usage of the functionality

Success Metrics

• Develop within 3 months

• Kari’s/Ray Baums law notice.

• Simplify creation and expand functionality.

Key Insights and Hick's Law

1. Simplify/Update

   1. Simplify and enhance the creation process so it easy to understand and requires less critical thinking.

      1. As a user, I want it to be easier and less confusing to create a notification.

2. Integrate Glip (RingCentral messaging platform)

   1. Introduce Web-hook functionality so users can interact with other services and platforms.

      1. As a user, I want to send a notification via Glip so the intended party sees it.

3. Web-hooks

   1. Introduce Web-hook functionality so users can interact with other services and platforms.

      1. As a user, I want to include a web-hook so I can the notification in a different platform(like Slack).

Hick's Law

Looking back to one of UX’s core laws, Hick’s Law, I constructed the new creation sequence in alignment with reducing cognitive load.

• Avoid decision paralysis.

• Reduce elements to 5 or less. 

• Step-by-step sequence with tooltips.

• Align to existing mental maps.

Delivered Solution

Success metrics hit

• SP 1 in 3 months

• Simplified creation process

• Expanded functionality

Further enhancements

• Redesign for white label use

• Code-entry for Web-hooks

Release v2

Success metrics hit

• Advanced web-hooks (code entry)

• Whitelabel redesign.

• Corrections to timezone and date format.

Further enhancements

• Multiple web-hooks

• Access IOT devices (external alerts, real-world indicators)

Release v3 - External Notifications

• Electron dashboard app

• Message log archive

• Visual and audio alerts

Links

• Google Slides presentation and walkthrough

• See Notifications Plus in the RingCentral App Store

• Play around in the prototype!