Redefining User Engagement with an Audio-Based Widget

This case study explores the technical challenges, design solutions, and impact of this widget, shedding light on how it reshaped the end-customer experience of Space’s clients, while highlighting our approach to overcoming challenges we faced.

Introduction

As digital experiences continue to evolve, businesses in e-commerce and SaaS seek efficient, accessible, and engaging ways to communicate with their customers. Space, sharing the same goal on their business roadmap, partnered with MN Studio to introduce an innovative audio-based widget that was meant to elevate customer support and user engagement.

This widget seamlessly integrated into websites, providing a real-time communication channel, live audio sessions, and on-demand podcasts for e-commerce and SaaS businesses.

Client’s needs & objectives

E-commerce and SaaS companies benefit from a continuous and meaningful connection with their users. Space’s clients faced the following limitations with their existing communication channels which Space tried to address to and solve -

  • Delayed Responses

    Traditional customer service systems relied on text-based communication or multi-step processes, leading to slow response times and user frustration.

  • Disconnected Platforms

    Users often had to leave the company’s website and log into third-party platforms to engage in live chats, watch webinars, or listen to podcasts.

  • Inefficient Support Channels

    Existing support models required users to wait in long queues, get redirected between multiple agents, or engage in text-heavy interactions, which can be tedious.

Space identified these challenges as opportunities for improvement. They envisioned a widget that could deliver instant audio support allowing visitors to join live podcasts, access past sessions, and RSVP for future events—all from a single platform. Our goal as designers was to streamline,  provide the customer support, enhance user engagement, and offer a fully integrated solution that would cater to both the business’s and users’ needs.

Key Functionalities