Netcorecloud is a globally recognized SaaS company, offering a full stack of MarTech solutions that help product and growth marketers deliver AI-powered intelligent customer experiences, across all touchpoints of the user’s journey. The company's main products are customer engagement, product experience, cPaaS, customer data platform, Raman AI engine, and Unbxd (search personalization).
At Netcore, our mission is to empower brands to communicate better with their customers. Infinity is a design system of Netcore which we use to ensure consistent user experience which also inherently increases our speed to deliver the best products for the world to use.

Netcorecloud's customer experience platform helps marketers increase conversions, user engagement, and retention on websites & apps.

About Product Feature:

cPaaS, or Communication Platform as a Service, is like a toolkit for businesses. It helps them easily add communication features to their apps, such as messaging, voice calls, and video. This toolkit is in the cloud, so it's secure and can handle a lot of users. It's also friendly for developers and allows businesses to make their communication look and feel just right for their brand. In a nutshell, cPaaS makes it simple for apps to connect and communicate with users in different ways.

Netcore currently operates two distinct API services: one for Email (formerly known as Pepipost, a leading email service provider with 30 million emails) and another for SMS (formerly Bizbond). Both platforms were acquired separately. The challenge at hand is that the existing product is not constructed and optimized as a unified communication service. Customer demands necessitate an all-in-one API solution with a focus on achieving 100% deliverability in communication. The critical issue lies in the lack of interconnectivity between the two channels, hindering the seamless integration and coordination required to meet the comprehensive communication needs of clients.

We presented a design solution that was cohesive with their existing product. we have improved our overall experience API toward developer and organization .

We build Universal API service provider. That dedicated Communication Platform as a Service (cPaaS) platform for messaging APIs leads to fragmented communication, scalability issues, complex integrations, limited customization, security concerns, and potential vendor lock-in.

FallBack API: The 100% deliverability requirement. This feature allows users to prioritize preferred channels when sending API requests. The API will then deliver the message through the prioritized channel, significantly reducing the likelihood of message failures.

We achieved a 85% deliverability message. As a result, Improve performance and customize API

We have received positive feedback from a various of clients, including Broadcast News, CleverTap, flipkart, Myntra, and many others.

Make more easy for developer for integration all in API. That become more easy access services from Google Cloud, Zapier and other market place

The product appears to be more consistent with other product than before.

Communication Platform as a Service, we've introduced a unified login experience. This means that existing customers, whether they use our Email or SMS API, can now access our services seamlessly through a single, user-friendly login. Additionally, we've expanded our offerings by incorporating WhatsApp, RCS, and Viber APIs, enabling businesses to not only maintain consistent communication but also generate valuable business leads across various channels. This unified and inclusive approach to login and onboarding ensures a cohesive and efficient experience for our users, fostering a stronger connection between businesses and their audience.

Our Messaging API Platform, which is part of the Communication Platform as a Service (cPaaS), combines WhatsApp, Viber, SMS, and RCS APIs. This integrated solution simplifies communication management by providing businesses with a single interface to engage users across various messaging channels. With scalability, developer-friendly APIs, and improved user engagement, our platform empowers businesses to create impactful and personalized messaging campaigns that seamlessly adapt to evolving communication trends.

Netcore Email API is a cloud-based email delivery service helping businesses send their important emails like notifications, newsletters, updates, etc. Everyone loves our Email API because it focuses on what matters: deliverability, pricing, and good analytics. Our highly scalable platform is capable of delivering billions of emails every hour with the best inbox rates. Easy integration and disruptive pricing model make Netcore Email API the ideal email delivery partner for both burgeoning startups and industry bigwigs. You can choose between SMTP or HTTP API. We are on the leader's board in transactional email and email deliverability.

Netcore Email API is a cloud-based email delivery service helping businesses send their important emails like notifications, newsletters, updates, etc. Everyone loves our Email API because it focuses on what matters: deliverability, pricing, and good analytics. Our highly scalable platform is capable of delivering billions of emails every hour with the best inbox rates. Easy integration and disruptive pricing model make Netcore Email API the ideal email delivery partner for both burgeoning startups and industry bigwigs. You can choose between SMTP or HTTP API. We are on the leader's board in transactional email and email deliverability.

Me, QA, and the product manager did the whole product raise usability tickets

We build Universal API service provider. That dedicated Communication Platform as a Service (cPaaS) platform for messaging APIs leads to fragmented communication, scalability issues, complex integrations, limited customization, security concerns, and potential vendor lock-in.

FallBack API: The 100% deliverability requirement. This feature allows users to prioritize preferred channels when sending API requests. The API will then deliver the message through the prioritized channel, significantly reducing the likelihood of message failures.

During the first round of our usability testing, we recruited 5 users. We have presented two variations of our first iteration. This was to decide if you want to go with the existing right pop-up slider or to go with the modal window.

We noticed that the users immediately were able to recognize the modal window and its purpose so we decided to go with the same

As per the feedback we received, we had added the address selection to the modal. This iteration solved the problem of adding bulk addresses during the customization process, which was crucial.

We hired five more users to test our following mid-fidelity prototype iteration. We witnessed lots of improvements in this iteration that validated our design decisions. However, there were nagging problems with this version, the price estimate flow.

We observed that many users were confused by the price initially shown on the product page, and were surprised to see a different price at the checkout. They didn’t understand how the price was estimated for the design printing and bulk orders.

When creating our next iteration and high-fidelity prototype, we took to put this feedback to core and made several changes to Iteration 3.

We put the prototype in front of five users,

The outcomes were mixed but many of our design decisions were validated which is a good sign.

Users could complete our tasks with minimal confusion and difficulty but they still hesitated around Task 3 & 5, especially the “Bulk Address & Seleting Addresses” they were confused or sometimes felt annoyed to type all addresses in fields.

We noticed that many users anticipated that the bulk address input was going to be as easy as they usually do from their excel sheet or google sheet. They found the address form input to be very much intimidating although some were able to complete the task successfully, it was annoying nonetheless. So we went back and discussed with the stakeholders to see how feasible it was to implement an excel sheet-like looking interface to solve this issue of entering bulk addresses.

We raised the fidelity to the complete prototype and were ready for another round of usability testing. Brainstorming with the creative minds of the branding brand team, we co-created and laid out branding guidelines to incorporate as a part of the design refresh for this year.

After three whole rounds of intense user testing, we were psyched to show off our colorful high-fidelity prototype. Our team at Dotcomweavers and Branding Brand have crafted our visual designs in Figma and ensure the composition and the aesthetics were adhering to the brand guidelines

We put those visual designs together and tested them out using the Figma prototype (with interactive components), We again put them in front of our potential users for more round of usability testing.

Below were the results: (Spoiler : we succeeded with flying colors)

Before a production release, we released a beta version of the customizer to few selected users who agreed to test the customizer which would help us open our doors for further improvements.

There was a debate among the stakeholders as to which version of the modal window needs to be agreed upon. So to solve this conflict we came up with the idea of a/b testing both the versions in the beta phase.

All the tests up until this point were only conducted using a closed group of selected users, to put the designs to a real test, we conducted an A/B test by serving version A to 50% of the users who choose to opt-in and test the beta customizer with one version B to the rest 50% of This was a crucial step, we were prepared to start over in case the test goes downhill.

The metric we considered to be successful among the test was

1.Successful Customization using the (WYSIWYG) online designer
2.Successful Bulk Address Upload (using CSV, XLS, or Editor)
3.Utilize the file upload function using the "Upload a design" feature.

Variation B showed promising results with more than a 60% success rate over Variation A in terms of task completion. So Variation B was chosen.

Customizer was rolled out in phases and in the first phase of its launch, we measured over a 40% increase in custom orders.

After phases 2 & 3 of beta testing with more users, and as we gather more insights and data, we could continue to improve the flow and iterate as necessary.

Although the ability to customize and place orders was a significant improvement from manual emails, we would like to explore the "nice to haves" ideas of the effort matrix charts.

At the time of writing this case study, the mobile version of the designer/customizer was put on hold as we had to deal with some technical & compatibility challenges presented by the developer teams and but it is still on our roadmap for future release.