Top of Mind, Top of Search: JustAnswer's Browser Extension Success

JustAnswer launched a browser extension to boost engagement by providing instant expert help access. The extension keeps JustAnswer visible when users need assistance, appearing prominently in Google searches with a customizable interface. The tool proved effective, with 31% of installed users actively using it.

Problem/Opportunity: How might we set the presence of JustAnswer to be “top of mind” when customers encounter a problem? How might we form a habit of asking additional questions within the JustAnswer space?

Hypotheses: By providing a tool for customers to connect easily to experts, we will reduce friction in answering customers’ questions and increase the value of the membership.

Why browser extension?

  • Allows JustAnswer to be there whenever customers have a relevant question

  • Top position on Google (or any site) every time with a fully customizable UX

Impact: 31% of users who have installed the extension have used it.

Role: Principal UX Designer (work with PM, Content Strategist, Data Analyst, stakeholders, Engineering, and Legal)

Insights | Product-Market Fit Solutions | Prototype | Learnings

Insights

  • Conducted discovery research on how customers are using extensions on their browser

  • Conducted visual analysis on how Google Search displays information with the Chrome browser

Product-Market Fit Solutions

We stayed lean and agile to test basic features as a part of the first launch. Our guiding vision was “Pearl Everywhere becomes a utility. An "expert in your pocket" wherever you go (on desktop).”

Generic entry solution

  • Simple UI

  • 1st page on Google’s search results

Targeted entry solution

  • Recognized the search query and then matched it with JustAnswer’s expertise

  • Automatic copy+paste the search query into the extension tool

Adoption to usage strategy

Using the same infrastructure of post-conversion flow, we introduced the extension as part of the benefit. Customers downloaded the extension on the Chrome store and we tracked the usage.

Prototype

Learnings

  • What are the questions, and when? Users ask questions 30+ days after their original question, including cross-category.

  • Product-market fit is strong: 31% of users who have installed the extension have used it, and 20% of the time, it's a new, relevant question.

Iterate, iterate, iterate…

  • Increasing % of downloads via incentives or different funnels

  • Experiment with welcome messages and UI to increase engagement

  • Improve Machine Learning (ML) categorizer

  • Dedicated bot for the extension

  • Expert conversation happens in the extension