Enabling personalized previews for various channels of Engagement

While the existing channel editors allowed for rich previews, they were missing true fidelity to sent out messages as the previews did not include personalization which led to errors and lost revenue. Including personalized previews were explored as one way of fixing this

Known and Discovered problems

These are the problems discovered through internal analysis and initial interviews. (Interviewed 6 customers 4 proficient, 2 novice)

• Personalized previews not shown
• Hard to visualize what the fallback message would be
• Complex dynamic content could not be tested/ debugged easily

Shortcoming of initial approach

• Scalability of popup as content grows
• Lack of preview in popup led to a lot of back and forth
• Inability to handle complex dynamic data

Competitive analysis

3 competitors provided similar functionality.

None of the approaches suited our context.

Competitor 1 : Directly exposed templating language, which was not usable by novice users

Competitor 2 : Showed preview for a fixed user, and did not allow dynamic trial and testing

Competitor 3 : Allowed only for dynamic testing , but not dynamic preview

Final design

Here are the screens from the final design

Measuring success of design

• Number of times view personalized preview is  clicked
• Number of times content is changed in personalized preview window
• Number of time content is tested with personalized preview
• Number of times original content is changed , post the viewing of personalized preview

Next steps

• Develop better handling of test personas
• Include personalized previews seamlessly in journey builder/flows