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Project Overview
Project Overview
Client
Hearsay Social (now Hearsay Systems)
Client Description
Hearsay Systems is a compliant, AI-powered Client Engagement Platform designed for the financial services industry, which was acquired by Yext in 2024. It enables agents and advisors at firms like New York Life and Vanguard to use social media, text, and websites for client communication while adhering to strict regulatory compliance.
Team
Mo Goltz worked in collaboration with a UX Prototyper, UX Manager, Product Manager
My Role
Lead Learning Experience Designer
Timeline
1 Month
Deliverable
The video provided an overview of Social Signals, a feature set designed for salespeople in the financial and insurance sectors to help maintain and nurture client retention/relationships, stay top-of-mind, and identify opportune moments to sell products.
The Ask and Context
The Ask and Context
Product management came to the education team with a clear/specific ask: get users up to speed on a new feature called Social Signals, from the first engagement. Instead of waiting for development to wrap before writing a single lesson, we took the unique approach of building education alongside the UX and UI design in real time. The result was a genuinely bidirectional relationship, where design decisions shaped our content and our content shaped design decisions.
Problems
Problems
A novel and unknown feature that requires more than a simple explanation
Users don’t typically have the time and patience to go through lengthy tutorials
Goals
Goals
Get users using Social Signals as soon as possible
get to the point of first value as soon as possible as well.
Process and Approach
Process and Approach
1 - Define Key Features and Capabilities
The first step in the project was to define the parts of the software we would explain and emphasize for instructional purposes.
Centralized Feed:
Acts as a one-stop shop to monitor important life events of potential customers across social networks like Facebook, Twitter, and LinkedIn.Actionable Follow-up:
Salespeople can call, message, or send gifts based on signals, such as congratulating a client on a baby or recognizing a job promotion.System Learning:
Users can mark signals as inaccurate to help the system become smarter and more accurate over time.Organization:
Signals can be marked as favorites, set to be followed up on later, or filtered by type and social network to simplify the feed.Protocol Adherence:
The tool provides suggestions on how to follow up according to company protocol.
2 - Create a software prototype to showcase the functionality
Throughout the process, I worked closely and iteratively with a UX prototyper — moving through cycles of feedback and refinement under the joint direction of both the UX Manager and Product Manager. At key checkpoints, I looped in engineering to pressure-test whether the prototype was a true facsimile of the end product.
3 - Record, Publish, and Share the Video
The video had to feel real, so I ran the prototype on actual hardware rather than a simulation. I also held myself to a single-take rule, no edits, no splices, which meant starting over entirely if anything went wrong. To keep the final product from feeling like a dry product demo, I built in moments of subtle humor and deliberate points of interest designed to reward attention.
Solution
Solution
Social Signals Walkthrough Onboarding Video
A 3:30 minute video that explains what Social Signals are, why they are important, and how they can be used.
Reduced the learning curve and time to first value (TFV)
Increased adoption
Final Deliverable
Final Deliverable
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