Introducing customer support into the app, using design sprints

Problem

Spotify on iPhones does not provide any support, and on Android users are guided to a support page on a browser. Our tribe lead thought this was a bad experience, and wanted to know how we could improve it.

Solution

During 9 weeks, a multidisclepenairy team of 7, ran 4 design sprints to understand the problem space and iterate towards a solution. This solution introduced a whole new support space to the spotify app in the Appstore.

Impact

Do you have an iPhone? Please open the Spotify app and search for support.

First there was nothing, and now,

there is support! 💥

How to run design sprints, times 4x

A lot of this work falls under NDA, so I can not write or show as much as I would like to: but let's give it a go, since this has been the most impressive team work I have ever delivered

Monday

Usability testing: Every monday we met 5 users in the usability lab in London. They tested our newly created prototype and gave as insights to kick the week off with.

Tuesday

Synthesis: The whole team paired up, and looked deeply into specific usability tests. By the end of lunch we would explain our insights and summarise them as a team.

Wednesday

Prioritisation & ideation: The day you are only allowed to say "Yes, and ...", we brainstormed how to iterate the ideas based on the insights we gathered yesterday.

Thursday

Align on what to test, from quantity in ideas on wednesday we create 2 quality ideas. We discuss and look at different angles on what we think would work best and why.

Friday

Prototyping & create discussion guide: We summarised the weeks developments, and build our new test for Monday (OK, this already starts on thursday ;) )

Weekend

Learnings

As a team we reflected on this 8 week project, since there were so many highlights, and things to imrpove. My biggest take away is to never, ever, do 4 design sprints in a row again. No one forced us to do this, we all thought it was a great idea, but after 1.5 week we realised quickly that this was better in our head then in reality. Preparing design sprints takes a lot of time (which we took before, but not inbetween the weeks). I would love to run design sprints again: but one at the time.

Our insights deck was impressive and made it all the way to the CEO Daniel Ek, and even though we had great solutions proposed: implementing these would take a lot of time and tweaking. We were not aware off the precise limitations Apple has on their apps sold in the Appstore. Though this was out of scope for this 8 weeks project, it did impact the team implementing the solution aftwards. But hej, you live an you learn: now I now all limitations and how to deal with them.

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