Business Context

A component of Voyant's Second Line eSIM product using Dual Sim Dual Standby (DSDS)

On newer iPhones such as the iPhone XR, a second phone line can be provisioned using eSIM technology. Built into the native phone app is the ability to handle both lines and visually differentiate them. However, the native phone app is not able to retrieve voicemails from both lines.


Research

Methodology

In an engineering-led legacy tech company with no research experience we needed to prove value quickly. Our methods were chosen for their cost effective, data driven format.

Quantitative
Inexpensive
While establishing our user research practice, our initial budget constraints limited the methods of research that were feasible. Quantitative research can be performed unsupervised, remotely and at a large scale.
Data Driven
Our results needed to be irrefutable by leadership.
Network Logs
Free Data
Running our own network gives us access to troves of user data. We can analyze Call Detail Records to see real world usage of voicemail.
Reporting
Working with our development teams, reports could be deploy data reporting based on metrics we wanted to research
Surveys
Customer Segmentation
Our surveys were designed to complement our network log data. We used it to both confirm our results and glean customer segmentation data

Analysis

Insight: Most users receive few if any voicemails, except for a small group of power users
Hypothesis
For the vast majority voicemail is an antiquated means of communication. However, a small group of users in sales roles it still plays an important role.
UX Solution
Design an elastic inbox that responds based on unopened voicemails.
Distribution
Less than 10% of users receive 3 or more voicemails per week.
Insight: A significant proportion of voicemails are accidental
Hypothesis
Robocallers often leave voicemails of a few seconds in length
UX Solution
Create monitoring for volume and duration to filter spam.
Distribution
Almost 30% of voicemails are less than 5 seconds

UX Solutions

Elastic Inbox
Expanded
For infrequent receivers of voicemail we expand the information visible from the inbox
...
Collapsed
For frequent receivers we collapse the information visible from the inbox.
...