By making it easy to create a new automation.
Users couldn’t create new automations on their own, so they reached out to the support team to be guided through it.
The options were named in industry-standard marketing terms, designed with marketers in mind, but the users weren’t marketers. Across all 23 use cases, they couldn’t tell what each option meant, what it did, or how to use it to create what they wanted.
For example, what is “Cart is Created” for, and how is it different from “Cart is Updated”?
The builder split its triggers across two tabs, “Events” and “Recurrence”, but users couldn’t work out what each tab was for.
Events and conditions sat in separate lists, so it was hard to tell which condition belonged to which event, and how they worked together.
The new design had to help users create an automation without needing help or having doubts.
Lead the user through each step of the process.
Make the context and use of each option simple to understand.
Show how events and conditions relate, in a way that feels familiar from similar tools in the industry.
Zithara’s automation system works in 5 fixed steps, unlike open-ended flow builders.
So we designed a 5-step builder that groups the options into task categories, so users can understand it at a glance.
Tested with 4 users (from clients)
Tested with 3 users (from clients)
Users can now create a new automation on their own, without help, which cut down the calls to the support team.