@Giuseppe Fontanella | Product Manager @ Yalo
Yalo's Flow Builder offers a library of pre-designed chat flow templates, helping users quickly create engaging customer experiences. However, users raised serious concerns about privacy: any template they created was automatically public by default. This was a significant issue for businesses handling sensitive information. Additionally, the template interface was often confusing, making it difficult to distinguish between templates, which led to wasted time and user frustration.
The situation became critical when a major client began to heavily use the "duplicate flow" feature as a workaround to create private versions of their templates. This surge in usage clearly showed the urgent need for better privacy controls and also started to put a strain on our platform's performance.
As the Product Manager for this area, I led the initiative to address these challenges. We started by conducting interviews with our users to understand the root causes of their concerns and to confirm the demand for a more secure and streamlined template management solution.
Based on these insights, my team and I developed a new "Private Template" feature. This crucial addition allows users to mark their templates as private, restricting access to either themselves or to their entire company. We conducted thorough usability testing to refine the interface, ensuring it was intuitive. The feature was then launched with clear onboarding materials to help users adopt it smoothly.
Empowering users with secure and practical template management fundamentally improved how companies interact with the Flow Builder. This enhancement significantly boosted user trust and platform usability, reinforcing Yalo's position as a strong and reliable partner for businesses around the world.