Olelo by Sorenson
Olelo by Sorenson
Olelo by Sorenson
Making Phone Calls
Accessible for Everyone
Making Phone Calls
Accessible for Everyone
Making Phone Calls
Accessible for Everyone
The Problem
Hard-of-hearing individuals struggle to make phone calls since they are unable to understand what is being said.
The Problem
Hard-of-hearing individuals struggle to make phone calls since they are unable to understand what is being said.
The Problem
Hard-of-hearing individuals struggle to make phone calls since they are unable to understand what is being said.
Overview
☎️
Redesigned the in-call screens to follow the Laws of UX, ensuring a natural and intuitive experience.
🥳
Olelo’s user base grew 50% within 6 months due to design changes and marketing efforts
🎨
Refreshed the user interface to match our design system. This ensures consistency across all our products, making them easier to navigate and use.
🤳
Around 6,000 users actively use the app every day!
📼
Implemented new technology that now lets users see what's being said during any face-to-face conversations
☎️
Redesigned the in-call screens to follow the Laws of UX, ensuring a natural and intuitive experience.
🥳
Olelo’s user base grew 50% within 6 months due to design changes and marketing efforts
🎨
Refreshed the user interface to match our design system. This ensures consistency across all our products, making them easier to navigate and use.
🤳
Around 6,000 users actively use the app every day!
📼
Implemented new technology that now lets users see what's being said during any face-to-face conversations
☎️
Redesigned the in-call screens to follow the Laws of UX, ensuring a natural and intuitive experience.
🥳
Olelo’s user base grew 50% within 6 months due to design changes and marketing efforts
🎨
Refreshed the user interface to match our design system. This ensures consistency across all our products, making them easier to navigate and use.
🤳
Around 6,000 users actively use the app every day!
📼
Implemented new technology that now lets users see what's being said during any face-to-face conversations
☎️
Redesigned the in-call screens to follow the Laws of UX, ensuring a natural and intuitive experience.
🥳
Olelo’s user base grew 50% within 6 months due to design changes and marketing efforts
🎨
Refreshed the user interface to match our design system. This ensures consistency across all our products, making them easier to navigate and use.
🤳
Around 6,000 users actively use the app every day!
📼
Implemented new technology that now lets users see what's being said during any face-to-face conversations
☎️
Redesigned the in-call screens to follow the Laws of UX, ensuring a natural and intuitive experience.
🥳
Olelo’s user base grew 50% within 6 months due to design changes and marketing efforts
🎨
Refreshed the user interface to match our design system. This ensures consistency across all our products, making them easier to navigate and use.
🤳
Around 6,000 users actively use the app every day!
📼
Implemented new technology that now lets users see what's being said during any face-to-face conversations
☎️
Redesigned the in-call screens to follow the Laws of UX, ensuring a natural and intuitive experience.
🥳
Olelo’s user base grew 50% within 6 months due to design changes and marketing efforts
🎨
Refreshed the user interface to match our design system. This ensures consistency across all our products, making them easier to navigate and use.
🤳
Around 6,000 users actively use the app every day!
📼
Implemented new technology that now lets users see what's being said during any face-to-face conversations
☎️
Redesigned the in-call screens to follow the Laws of UX, ensuring a natural and intuitive experience.
🥳
Olelo’s user base grew 50% within 6 months due to design changes and marketing efforts
🎨
Refreshed the user interface to match our design system. This ensures consistency across all our products, making them easier to navigate and use.
🤳
Around 6,000 users actively use the app every day!
📼
Implemented new technology that now lets users see what's being said during any face-to-face conversations
☎️
Redesigned the in-call screens to follow the Laws of UX, ensuring a natural and intuitive experience.
🥳
Olelo’s user base grew 50% within 6 months due to design changes and marketing efforts
🎨
Refreshed the user interface to match our design system. This ensures consistency across all our products, making them easier to navigate and use.
🤳
Around 6,000 users actively use the app every day!
📼
Implemented new technology that now lets users see what's being said during any face-to-face conversations
☎️
Redesigned the in-call screens to follow the Laws of UX, ensuring a natural and intuitive experience.
🥳
Olelo’s user base grew 50% within 6 months due to design changes and marketing efforts
🎨
Refreshed the user interface to match our design system. This ensures consistency across all our products, making them easier to navigate and use.
🤳
Around 6,000 users actively use the app every day!
📼
Implemented new technology that now lets users see what's being said during any face-to-face conversations
☎️
Redesigned the in-call screens to follow the Laws of UX, ensuring a natural and intuitive experience.
🥳
Olelo’s user base grew 50% within 6 months due to design changes and marketing efforts
🎨
Refreshed the user interface to match our design system. This ensures consistency across all our products, making them easier to navigate and use.
🤳
Around 6,000 users actively use the app every day!
📼
Implemented new technology that now lets users see what's being said during any face-to-face conversations
☎️
Redesigned the in-call screens to follow the Laws of UX, ensuring a natural and intuitive experience.
🥳
Olelo’s user base grew 50% within 6 months due to design changes and marketing efforts
🎨
Refreshed the user interface to match our design system. This ensures consistency across all our products, making them easier to navigate and use.
🤳
Around 6,000 users actively use the app every day!
📼
Implemented new technology that now lets users see what's being said during any face-to-face conversations
☎️
Redesigned the in-call screens to follow the Laws of UX, ensuring a natural and intuitive experience.
🥳
Olelo’s user base grew 50% within 6 months due to design changes and marketing efforts
🎨
Refreshed the user interface to match our design system. This ensures consistency across all our products, making them easier to navigate and use.
🤳
Around 6,000 users actively use the app every day!
📼
Implemented new technology that now lets users see what's being said during any face-to-face conversations
🧐
You're probably wondering how Olelo works.
Let’s take a look!
🧐
You're probably wondering how Olelo works.
Let’s take a look!
Never Miss a Word. See and understand every word spoken in a phone call, even with background noise or fast talking.
Never Miss a Word. See and understand every word spoken in a phone call, even with background noise or fast talking.
Stay Informed. Never lose track of what was said. Access and review all your previous conversations with ease.
Stay Informed. Never lose track of what was said. Access and review all your previous conversations with ease.
Your privacy, guaranteed. No captioning agents, just real-time text. Olelo uses advanced Automatic Speech Recognition, so your conversations are always private and secure.
Your privacy, guaranteed. No captioning agents, just real-time text. Olelo uses advanced Automatic Speech Recognition, so your conversations are always private and secure.
My Role
I was the sole designer during my time working on this product. With the help of my team, my goal was to update the user interface to be within the Sorenson brand as well as improve user engagement and satisfaction.
I was the sole designer during my time working on this product. With the help of my team, my goal was to update the user interface to be within the Sorenson brand as well as improve user engagement and satisfaction.
The Core Team
Dallin Green
UX Designer
Valerie Palmer
Product Manager
Karetha Strand
Product Owner
Dallin Green
UX Designer
Valerie Palmer
Product Manager
Karetha Strand
Product Owner
Ryan Moulton
Engineering Manager
Adrian Racu
Lead Developer
Erik Strand
Backend Developer
Ryan Moulton
Engineering Manager
Adrian Racu
Lead Developer
Erik Strand
Backend Developer
Tony Garcia
Backend Developer
Lance Leatham
Product Marketing
Valeriia Koltsova
Lead Researcher
Tony Garcia
Backend Developer
Lance Leatham
Product Marketing
Valeriia Koltsova
Lead Researcher
User Flow
User Flow
Olelo was the first product I worked on as a UX Designer and I wasn’t sure where to start.
Olelo was the first product I worked on as a UX Designer and I wasn’t sure where to start.
I felt the best way for me to understand how everything worked was to put together a flow chart. This gave me the knowledge to ask questions such as why certain flows behaved the way that they did or why a feature existed in the first place.
I felt the best way for me to understand how everything worked was to put together a flow chart. This gave me the knowledge to ask questions such as why certain flows behaved the way that they did or why a feature existed in the first place.
Creating Brand Consistency
Creating Brand Consistency
Sorenson acquired the company CaptionCall which provides physical captioning phones to people who are hard of hearing. When installers go out to set the CaptionCall phone up, they mention Olelo - so it made sense to create a consistent experience between the two products.
My goal was to get Olelo in line with our other Sorenson products using the design system.
Sorenson acquired the company CaptionCall which provides physical captioning phones to people who are hard of hearing. When installers go out to set the CaptionCall phone up, they mention Olelo - so it made sense to create a consistent experience between the two products.
My goal was to get Olelo in line with our other Sorenson products using the design system.
Original UI
Original UI
Updated UI
Updated UI
Advancing Technology
Advancing Technology
Sorenson's internal AI Labs team, focused on advancing technology for integration with core products, developed Savvy, an AI captioning product. Using Savvy, we introduced a highly requested feature, In-Person Captioning.
Sorenson's internal AI Labs team, focused on advancing technology for integration with core products, developed Savvy, an AI captioning product. Using Savvy, we introduced a highly requested feature, In-Person Captioning.
Lightning Demo Workshop
Lightning Demo Workshop
To start this product, I thought it would be a good idea to get everyone aligned from the start, so I put together and facilitated a lightning demo workshop. This gave me a good starting point and made me feel confident in what I was starting with because of the consistent experiences across well-known, existing products on the market.
To start this product, I thought it would be a good idea to get everyone aligned from the start, so I put together and facilitated a lightning demo workshop. This gave me a good starting point and made me feel confident in what I was starting with because of the consistent experiences across well-known, existing products on the market.
Iterations
Iterations
Vision
Vision
User Testing
In-Person Captioning was an end-of-year initiative for our stakeholders, so it took priority in what we wanted to get into the app. Unfortunately, this meant very little user testing and to start, we relied on internal testing and feedback.
In-Person Captioning was an end-of-year initiative for our stakeholders, so it took priority in what we wanted to get into the app. Unfortunately, this meant very little user testing and to start, we relied on internal testing and feedback.
💬
How frequently do you use in-person captioning?
Once (3)
27%
A few times a week (7)
63%
Every day (1)
9%
I didn’t use it (0)
0%
“It is a fabulous concept, far too many people cannot communicate well with those around them and start isolating themselves, even when they are in the same room.”
“The captioning is excellent. It is quick and accurate. It messed up with a foreign name, but that is understandable and acceptable.
💬
How frequently do you use in-person captioning?
Once (3)
27%
A few times a week (7)
63%
Every day (1)
9%
I didn’t use it (0)
0%
“It is a fabulous concept, far too many people cannot communicate well with those around them and start isolating themselves, even when they are in the same room.”
“The captioning is excellent. It is quick and accurate. It messed up with a foreign name, but that is understandable and acceptable.
After about 3 weeks, our lead researcher, Valeriia Koltsova, followed up and sent out a survey asking questions to gauge interest in this new feature and understand any pain points users may have run into. Overall, the feedback was positive and some user concerns were related to the text size not scaling with the rest of the app.
After about 3 weeks, our lead researcher, Valeriia Koltsova, followed up and sent out a survey asking questions to gauge interest in this new feature and understand any pain points users may have run into. Overall, the feedback was positive and some user concerns were related to the text size not scaling with the rest of the app.
Now that we had some conviction that what we were putting into the app could be a success, we cleaned up some bugs and put together a game plan for releasing this out to all Olelo users.
Now that we had some conviction that what we were putting into the app could be a success, we cleaned up some bugs and put together a game plan for releasing this out to all Olelo users.
Learning from Mistakes
As mentioned earlier, this was my first UX project both at Sorenson and as a lead. I didn’t realize it at the time, but I was heavily biased by iOS since I had never owned an Android. This came back to bite me in a lot of ways, but also taught me a very obvious lesson (now) - consider all operating systems when designing.
As mentioned earlier, this was my first UX project both at Sorenson and as a lead. I didn’t realize it at the time, but I was heavily biased by iOS since I had never owned an Android. This came back to bite me in a lot of ways, but also taught me a very obvious lesson (now) - consider all operating systems when designing.
Reworking Text Scaling
Reworking Text Scaling
My original designs were very iOS-centric and had a small default text size. The feedback we got from Android users was that it felt like an iOS app.
My original designs were very iOS-centric and had a small default text size. The feedback we got from Android users was that it felt like an iOS app.
My original designs were very iOS-centric and had a small default text size. The feedback we got from Android users was that it felt like an iOS app.
Looking at our user base, it was a near 50/50 split between Android and iOS users, so that meant we needed to go back and rework our screens a bit to create a familiar experience for both Android and iOS. After all, we wanted Olelo to replace the user's native dialer app.
Looking at our user base, it was a near 50/50 split between Android and iOS users, so that meant we needed to go back and rework our screens a bit to create a familiar experience for both Android and iOS. After all, we wanted Olelo to replace the user's native dialer app.
Analyzing Native Apps
Analyzing Native Apps
Exploring Alternative Designs
Exploring Alternative Designs
This feedback led me to create a new file called CaptionCrunch. It had a code name as I didn’t want devs or anyone else to go building/sharing the screens before validating the experience. This new CaptionCrunch file was to be heavily documented, validated, and agreed upon by the core-team.
This feedback led me to create a new file called CaptionCrunch. It had a code name as I didn’t want devs or anyone else to go building/sharing the screens before validating the experience. This new CaptionCrunch file was to be heavily documented, validated, and agreed upon by the core-team.
In-Call Screens
In-Call Screens
Finding New Problems to Solve
Finding New Problems to Solve
At the time of putting together the CaptionCrunch file, I wanted to make sure I was solving known problems while doing so. To do this, I reached out to each core member individually, asking them what problems they think we have and what they feel I should be focused on to support them.
At the time of putting together the CaptionCrunch file, I wanted to make sure I was solving known problems while doing so. To do this, I reached out to each core member individually, asking them what problems they think we have and what they feel I should be focused on to support them.
Original In-Call Actions
Original In-Call Actions
The problems I received were related to the back-end, resulting in nothing being needed from me.
The problems I received were related to the back-end, resulting in nothing being needed from me.
I decided to analyze the current app with all the native OS and scaling issues fixed and see where I can apply the Laws of UX. The best area I could think of working on was the core feature of the app, phone call captioning. The in-call actions were very close together, had a lot going on, and offered actions to users that they likely don’t use often while on a call.
I decided to analyze the current app with all the native OS and scaling issues fixed and see where I can apply the Laws of UX. The best area I could think of working on was the core feature of the app, phone call captioning. The in-call actions were very close together, had a lot going on, and offered actions to users that they likely don’t use often while on a call.
Creating a Familiar Call Experience
To start, I pulled in examples from existing products as well as native dialer/text message apps to build a familiar experience for our users. This new design was to follow Hicks and Jakobs Law as well as free up some screen real estate for the user's captions. Once I felt comfortable with the flow, I went to Maze to perform a usability test with testers over the age of 55.
To start, I pulled in examples from existing products as well as native dialer/text message apps to build a familiar experience for our users. This new design was to follow Hicks and Jakobs Law as well as free up some screen real estate for the user's captions. Once I felt comfortable with the flow, I went to Maze to perform a usability test with testers over the age of 55.
Lightning Demos
Lightning Demos
Lots of Iterations
Lots of Iterations
Original
Original
Updated UI
Updated UI
Experience Rework
Experience Rework
The Results
We found that the new designs seemed to be intuitive, but some of the previously designed flows such as adding a favorite or saving a new number still needed some work. Since this wasn’t a high priority for the team or users, this ended up being put on the shelf
We found that the new designs seemed to be intuitive, but some of the previously designed flows such as adding a favorite or saving a new number still needed some work. Since this wasn’t a high priority for the team or users, this ended up being put on the shelf
Takeaways
I learned a lot working with this team. With Olelo being my first product as a UX designer, I didn’t have much experience working with user feedback, and receiving this helped me understand the value it provides and how it not only impacts the product you’re working on, but also future products.
I learned a lot working with this team. With Olelo being my first product as a UX designer, I didn’t have much experience working with user feedback, and receiving this helped me understand the value it provides and how it not only impacts the product you’re working on, but also future products.
Product designers wear many hats. Most people think product designers only work on the visuals, but that’s not true at all. One of those hats that I learned how to use was being a facilitator and an effective communicator. There were a lot of people on this team and it often required getting them together to communicate ideas in a way that each of these team members could understand, whether it's marketing, engineering, or even sales.
Product designers wear many hats. Most people think product designers only work on the visuals, but that’s not true at all. One of those hats that I learned how to use was being a facilitator and an effective communicator. There were a lot of people on this team and it often required getting them together to communicate ideas in a way that each of these team members could understand, whether it's marketing, engineering, or even sales.
I learned way more than what I’m showing here, but one of the biggest takeaways for me was to be proactive. As mentioned earlier, there was a point in time where there wasn’t much needed from me from a UX perspective. Instead of sitting around waiting to be told what to do, I went ahead and tackled some assumed problems and kept trying to find ways to improve the product. Even though the result may not make its way into the product at that very moment, it’s still there if the problem doesn't become big enough to address.
TL;DR: Don’t sit around, find ways to improve.
I learned way more than what I’m showing here, but one of the biggest takeaways for me was to be proactive. As mentioned earlier, there was a point in time where there wasn’t much needed from me from a UX perspective. Instead of sitting around waiting to be told what to do, I went ahead and tackled some assumed problems and kept trying to find ways to improve the product. Even though the result may not make its way into the product at that very moment, it’s still there if the problem doesn't become big enough to address.
TL;DR: Don’t sit around, find ways to improve.
