Pepper Content
Scaling Content Operations Through Contextual Design
Scaling Content Operations Through Contextual Design
Scaling Content Operations Through Contextual Design
Scaling Content Operations Through Contextual Design
Duration
1 year
1 year
Type
Full Time
Full Time
Role
Lead UX Designer
Lead UX Designer
Services Offered
Product Design, UX Design, User Research, Usability Testing
Product Design, UX Design, User Research, Usability Testing
The future of content is Human + AI
The future of content is Human + AI
The future of content is Human + AI
Pepper Content is the AI co-pilot for enterprise marketers, empowering them to drive growth through exceptional content. Leveraging cutting-edge technology and an on-demand creative network, Pepper enables businesses to craft compelling stories at scale. Recognized globally, Pepper raised $14.3M in Series A funding led by Bessemer Venture Partners, expanded into the US market, and achieved a remarkable 16X revenue growth over the past 14 months. This success earned Pepper a coveted feature in the iconic Times Square, New York.
As a Content Mediation and Operations platform, Pepper connects businesses with high-quality content for advertising and communication needs, while offering freelance creators abundant opportunities to secure their next projects. Its robust operations portal streamlines content creation for enterprise and individual clients alike.
From a modest team of fewer than four members, Pepper has grown into a 100+ member strong organization in just one year. Innovating from its early days, the company launched PepperType, India’s first GPT-3-powered AI content generation tool, now globally recognized for revolutionizing content creation with machine learning and AI.
Pepper Content is the AI co-pilot for enterprise marketers, empowering them to drive growth through exceptional content. Leveraging cutting-edge technology and an on-demand creative network, Pepper enables businesses to craft compelling stories at scale. Recognized globally, Pepper raised $14.3M in Series A funding led by Bessemer Venture Partners, expanded into the US market, and achieved a remarkable 16X revenue growth over the past 14 months. This success earned Pepper a coveted feature in the iconic Times Square, New York.
As a Content Mediation and Operations platform, Pepper connects businesses with high-quality content for advertising and communication needs, while offering freelance creators abundant opportunities to secure their next projects. Its robust operations portal streamlines content creation for enterprise and individual clients alike.
From a modest team of fewer than four members, Pepper has grown into a 100+ member strong organization in just one year. Innovating from its early days, the company launched PepperType, India’s first GPT-3-powered AI content generation tool, now globally recognized for revolutionizing content creation with machine learning and AI.
Participatory Design: Bridging Stakeholder Perspectives
Participatory design served as a critical approach to align all stakeholders—creators, business owners, and operations teams—on a unified vision for interaction requirements. By involving users directly in the design process, we built a bridge to ensure their diverse needs and expectations were addressed collaboratively.
This approach allowed stakeholders to contribute ideas, share pain points, and co-create solutions, fostering mutual understanding and ensuring that the platform's enhancements were practical, intuitive, and aligned with real-world workflows.
These figures highlight low-fidelity exercises conducted with stakeholders to ensure alignment between proposed solutions and their requirements. These sessions provided early feedback to refine our design approach effectively.
From concept to click: crafting ideas into polished designs.
We engaged with businesses and publication houses to define what the ideal content wizard means to them.
We engaged with businesses and publication houses to define what the ideal content wizard means to them.
We engaged with businesses and publication houses to define what the ideal content wizard means to them.
Pepper Creators and businesses were provided with five tabs to track assignment progress: Brief, Client Information, Comments, Activity Log, and Feedback. However, an analysis revealed low usage of the Comments and Activity Log features, which fell short of expectations. To encourage creators and businesses to engage more on the platform rather than relying on external tools like WhatsApp or email, a swift solution was required. The previous implementation allowed users to add individual comments and queries, with replies from Operations and Business members being optional.
User feedback provided valuable insights for improvement:
Ordering Wizard Enhancements:
Users appreciated the current wizard but suggested making it more impactful by incorporating smart suggestions, akin to Netflix’s preference system, to create better briefs more efficiently.Time-Saving Features:
Marketing professionals highlighted the need for features that could save time by simplifying on-screen executions and offering smarter brief creation.Streamlined Processes:
Suggestions included breaking down the steps further for a faster, more intuitive ordering process and adding special notes for creators to reduce the time spent on detailed explanations.Interactive and Intuitive Design:
Users proposed making the journey more interactive and the forms less cumbersome, especially for graphic design briefs, with inspiration drawn from user-friendly platforms like Dunzo.Improved Usability:
Recommendations included adopting a more user-friendly language for form inputs and ensuring the interface is easy to understand at first glance.
These insights emphasized the need for a more engaging, efficient, and user-friendly platform to better meet user expectations and streamline the content creation process.
Key Statistics and Insights
To fully understand the need for changes, we analyzed data and uncovered insightful trends to address the issues effectively:
Low Engagement Metrics: Usage of the Comments and Activity Log tabs was significantly lower than anticipated, indicating a lack of interaction on the platform.
External Dependency: A noticeable number of users relied on external applications like WhatsApp and email for communication, reducing activity within the platform itself.
Efficiency Gaps: Feedback highlighted inefficiencies in the ordering process, with users expressing a need for smarter, faster, and more intuitive workflows.
These statistics provided a clear direction for implementing targeted solutions to enhance platform engagement and usability.
We also studied the internal usage of the comments & activity log feature to understand whether internal team members were able to adopt the solution as we expected them to.
Discovery Interviews: Understanding Low Adoption
To uncover why the Comments and Activity Log features were underutilized compared to other parts of the product, we conducted a series of discovery interviews with our user groups.
Key Research Questions
Why was the adoption of these features lower?
What aspects of the product failed to engage users for day-to-day usage?
Methodology
Google Meet Calls: One-on-one virtual interviews for detailed insights.
Focus Groups: Group discussions to gather diverse perspectives.
Co-Designing Workshops: Collaborative sessions to ideate potential improvements.
Sample Size
10 Creators
5 Business Owners
5 Internal Operations Members
Research Overview
Duration: 6 Business Days
Expenses: N/A
These sessions provided a deeper understanding of user pain points and preferences, guiding our approach to enhancing feature adoption.
Pepper Creators and businesses were provided with five tabs to track assignment progress: Brief, Client Information, Comments, Activity Log, and Feedback. However, an analysis revealed low usage of the Comments and Activity Log features, which fell short of expectations. To encourage creators and businesses to engage more on the platform rather than relying on external tools like WhatsApp or email, a swift solution was required. The previous implementation allowed users to add individual comments and queries, with replies from Operations and Business members being optional.
User feedback provided valuable insights for improvement:
Ordering Wizard Enhancements:
Users appreciated the current wizard but suggested making it more impactful by incorporating smart suggestions, akin to Netflix’s preference system, to create better briefs more efficiently.Time-Saving Features:
Marketing professionals highlighted the need for features that could save time by simplifying on-screen executions and offering smarter brief creation.Streamlined Processes:
Suggestions included breaking down the steps further for a faster, more intuitive ordering process and adding special notes for creators to reduce the time spent on detailed explanations.Interactive and Intuitive Design:
Users proposed making the journey more interactive and the forms less cumbersome, especially for graphic design briefs, with inspiration drawn from user-friendly platforms like Dunzo.Improved Usability:
Recommendations included adopting a more user-friendly language for form inputs and ensuring the interface is easy to understand at first glance.
These insights emphasized the need for a more engaging, efficient, and user-friendly platform to better meet user expectations and streamline the content creation process.
Key Statistics and Insights
To fully understand the need for changes, we analyzed data and uncovered insightful trends to address the issues effectively:
Low Engagement Metrics: Usage of the Comments and Activity Log tabs was significantly lower than anticipated, indicating a lack of interaction on the platform.
External Dependency: A noticeable number of users relied on external applications like WhatsApp and email for communication, reducing activity within the platform itself.
Efficiency Gaps: Feedback highlighted inefficiencies in the ordering process, with users expressing a need for smarter, faster, and more intuitive workflows.
These statistics provided a clear direction for implementing targeted solutions to enhance platform engagement and usability.
We also studied the internal usage of the comments & activity log feature to understand whether internal team members were able to adopt the solution as we expected them to.
Discovery Interviews: Understanding Low Adoption
To uncover why the Comments and Activity Log features were underutilized compared to other parts of the product, we conducted a series of discovery interviews with our user groups.
Key Research Questions
Why was the adoption of these features lower?
What aspects of the product failed to engage users for day-to-day usage?
Methodology
Google Meet Calls: One-on-one virtual interviews for detailed insights.
Focus Groups: Group discussions to gather diverse perspectives.
Co-Designing Workshops: Collaborative sessions to ideate potential improvements.
Sample Size
10 Creators
5 Business Owners
5 Internal Operations Members
Research Overview
Duration: 6 Business Days
Expenses: N/A
These sessions provided a deeper understanding of user pain points and preferences, guiding our approach to enhancing feature adoption.
Participatory Design: Bridging Stakeholder Perspectives
Participatory Design: Bridging Stakeholder Perspectives
Participatory design served as a critical approach to align all stakeholders—creators, business owners, and operations teams—on a unified vision for interaction requirements. By involving users directly in the design process, we built a bridge to ensure their diverse needs and expectations were addressed collaboratively.
This approach allowed stakeholders to contribute ideas, share pain points, and co-create solutions, fostering mutual understanding and ensuring that the platform's enhancements were practical, intuitive, and aligned with real-world workflows.
These figures highlight low-fidelity exercises conducted with stakeholders to ensure alignment between proposed solutions and their requirements. These sessions provided early feedback to refine our design approach effectively.
From concept to click: crafting ideas into polished designs.
Participatory design served as a critical approach to align all stakeholders—creators, business owners, and operations teams—on a unified vision for interaction requirements. By involving users directly in the design process, we built a bridge to ensure their diverse needs and expectations were addressed collaboratively.
This approach allowed stakeholders to contribute ideas, share pain points, and co-create solutions, fostering mutual understanding and ensuring that the platform's enhancements were practical, intuitive, and aligned with real-world workflows.
These figures highlight low-fidelity exercises conducted with stakeholders to ensure alignment between proposed solutions and their requirements. These sessions provided early feedback to refine our design approach effectively.
From concept to click: crafting ideas into polished designs.
Project Results
Project Results
Increased Order Volumes: A 15-20% rise in order volumes across all business categories—text, video, and graphic design—driven by the new ordering wizard.
Higher Engagement Rates: A 50% boost in inbox engagement across all user groups and a 65% increase in comments and queries related to assignments.
Improved User Experience: Creators found briefs more comprehensible and precise, enhancing their workflow, while businesses reported a smoother, more intuitive process for managing comments and queries directly through the portal.
NPS Growth: The Net Promoter Score (NPS) improved significantly, rising 12 points for the business platform post-launch and climbing 25 points overall with growing user adoption.
Operational Efficiency: Faster turnaround times for the operations team improved customer service efficiency by 18%.
Sustained Growth: Internal teams reported consistent Month-on-Month (MoM) business growth, though exact figures remain confidential.
A Fulfilling Milestone: This project was my final contribution to Pepper Content, delivering a scalable solution that aligned with both business and user needs.
Increased Order Volumes: A 15-20% rise in order volumes across all business categories—text, video, and graphic design—driven by the new ordering wizard.
Higher Engagement Rates: A 50% boost in inbox engagement across all user groups and a 65% increase in comments and queries related to assignments.
Improved User Experience: Creators found briefs more comprehensible and precise, enhancing their workflow, while businesses reported a smoother, more intuitive process for managing comments and queries directly through the portal.
NPS Growth: The Net Promoter Score (NPS) improved significantly, rising 12 points for the business platform post-launch and climbing 25 points overall with growing user adoption.
Operational Efficiency: Faster turnaround times for the operations team improved customer service efficiency by 18%.
Sustained Growth: Internal teams reported consistent Month-on-Month (MoM) business growth, though exact figures remain confidential.
A Fulfilling Milestone: This project was my final contribution to Pepper Content, delivering a scalable solution that aligned with both business and user needs.
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