Project type: Add a New Feature
Duration: 75 Hours
Role: UX/UI Designer, Researcher
Tools: FIGMA
Context
The feature I proposed for WhatsApp would allow users to share entire conversations seamlessly. This feature would function by creating a scrollable image of the chat, allowing the recipient to view the conversation exactly as it appears on the sender’s screen. This means that every message, emoji, and media file would be captured in its original format, preserving the context and flow of the conversation
Background
WhatsApp is an instant messaging and voice-over-IP service owned by technology conglomerate Meta. It allows users to send text, voice messages and video messages, make voice and video calls, and share images, documents, user locations, and other content. WhatsApp currently has 2.7 billion active users.
Goal
My primary goal was to understand how people use WhatsApp in their daily lives, so I could develop a feature that truly resonates with their needs. My aim was to create something not only helpful but also to elevate their overall experience. The feature needed to feel like a natural extension of the app, enhancing its functionality without disrupting its familiar and user-friendly interface.
EMPATHIZE
✦ Research ✦
✦ User Interviews ✦
✦ Competitor Analysis ✦
✦ Affinity Mapping ✦
✦ User Personas ✦
Research
The research stage was crucial because it helped me identify a specific pain point that users have with WhatsApp. During this phase, I also paid close attention to what users liked about the app. Understanding these positive aspects was just as important as recognizing the challenges, as it provided a balanced view of user experiences. When it came time to design a new feature, I wanted to ensure it included elements similar to the features users already enjoyed, maintaining a sense of familiarity and continuity within the app.
My research focused on a few key objectives:
Objectives
Understand how and why people use WhatsApp
Understand how users share conversations with other people
Learn what functionalities are beneficial to WhatsApp users
Identify the pain points users encounter when using WhatsApp
Methodologies
I engaged in two methods of research: Competitor Analysis and User Interviews.
I examined similar messaging apps and platforms to learn about their various features and uses. This comparative analysis involved studying a range of popular messaging apps to understand what they offered and how users interacted with them. I discovered common features across these apps, noting any functionality that was widely implemented as well as areas where certain apps might be lacking.
The ultimate discovery was particularly insightful: while all messaging apps allowed users to forward individual messages, the option to forward entire conversations was notably absent. This gap in functionality highlighted a significant opportunity for innovation. By focusing on this unmet need, I could design a feature for WhatsApp that would set it apart from other messaging platforms. This feature would allow users to share entire conversations seamlessly, addressing a clear user pain point and enhancing the overall messaging experience.
Competitor Analysis
Interviews
I conducted interviews with people between the ages of 18 and 45 who use WhatsApp on a daily basis. The aim of these interviews was to gain a deep understanding of how they use the app, identify any pain points, and explore their experiences with sharing conversations on the platform. By speaking directly with a diverse group of regular users, I was able to gather a wide range of perspectives and insights.
During these interviews, I asked participants to describe their typical usage patterns, including how often they used WhatsApp, the types of messages they sent, and the kinds of media they shared. I also asked questions about specific challenges they faced, particularly when it came to sharing parts of conversations or entire chat histories with others. This helped me understand the frustrations and limitations users encountered with the current functionality.
Additionally, I explored their overall experience with the app, asking what they liked most and what improvements they felt could enhance their messaging experience.
Insights and Data
Users engage on the platform daily and feel it is integral to their communication with others
Many users like being able to see if their messages are read and the status of other users at a given time
Privacy was not of utmost importance to users and not something they regularly thought about
The current method of forwarding conversations is tedious and time consuming; users feel it is a multistep process
Affinity Mapping
I created an affinity map to find similarities and organize the information I had gathered from the interviews. This method allowed me to visually categorize and cluster the data based on common themes and patterns. By doing so, I could easily identify areas where users had overlapping experiences and thoughts. This visual organization not only helped me make sense of the diverse range of feedback but also highlighted the most critical issues that needed to be addressed. It became evident that users shared many common frustrations and desires, which provided a strong foundation for designing a feature that would meet their needs.
User Personas
From my research, two unique personas emerged, each representing key user groups for WhatsApp. These personas helped me broaden my scope and better understand the diverse range of users that engage with the app.
DEFINE
✦ Point of View Statement ✦
✦ How Might We Questions ✦
✦ Project Goals ✦
✦ Feature Set ✦
POV Statement
I’d like to explore ways to make forwarding conversations on WhatsApp more intuitive and user-friendly, so that users can keep people in the loop in a fast way.
HMW Questions
How might we create a feature that allows users to forward conversations?
How might we enable conversation forwarding in a way that is intuitive and efficient for the user?
Project Goals
I took the time to thoroughly understand WhatsApp and their current mission statement to determine their business goals. This involved researching their core values and values. By doing so, I could align my project with their broader vision and ensure that any new features would support their mission.
Once I had a clear understanding of WhatsApp's business goals, I turned my attention to identifying what would be important for users. I considered the insights gathered from my research and interviews, focusing on the needs and pain points that users had expressed. This allowed me to formulate user-centric goals that would enhance their experience and address their specific challenges.
I then looked for areas of overlap between WhatsApp's business goals and the user goals. The aim was to find common ground where the interests of the company and its users intersected. By aligning these goals, I could design a feature that not only supported WhatsApp's objectives but also delivered meaningful value to the users.
Feature Set
Creating a feature set for forwarding a message thread in WhatsApp was important to ensure I designed all necessary components. I started by looking at the features of WhatsApp itself so that the feature would integrate seamlessly. Given time constraints, I had to prioritize which features were most important, categorizing them to focus on the most critical aspects first.
IDEATE
✦ User Flows ✦
✦ Low Fidelity Wireframes ✦
✦ Design Components ✦
User Flow
Given that I was designing a new feature, my primary focus was on designing and testing that feature specifically. Therefore, I made the decision to create a user flow specifically for sharing a conversation using WhatsApp’s new conversation sharing feature.
Each step in the flow was rooted in the existing steps and features available in WhatsApp, ensuring a familiar and intuitive experience for users.
Taking into account the insights learned from my research, I attempted to address key pain points and usability concerns identified by users, ensuring that the new feature would meet their needs and expectations effectively.
Low Fidelity Wireframes
When designing my Low-Fidelity wireframes, I took great care to align with the current design and elements of WhatsApp. One of my top priorities was to ensure that the screens seamlessly integrated into the existing WhatsApp interface.
To achieve this, I incorporated many familiar components and design patterns into my wireframes. From the layout and typography to the iconography and color scheme, I made deliberate choices to mirror the aesthetics of WhatsApp's existing interface. By doing so, I aimed to ensure a smooth transition between the new feature and the rest of the app.
At the same time, I remained mindful of the need to improve upon the existing design where necessary. While staying true to WhatsApp's design, I also wanted to enhance usability and address user pain points.
Design Components
My objective when attempting to add a feature into an existing app, was to prioritize consistency and familiarity. Since WhatsApp has a branding guide, I deferred to that in order to inform my design decisions. I focused on showcasing the new feature’s UI in a way that highlighted its goal while at the same time matched the current UI.
PROTOTYPE
✦ High Fidelity Wireframes ✦
✦ Final Prototype ✦
High Fidelity Wireframes
For my High Fidelity Wireframes, I worked hard to match current UI so that my screens would look consistent with what users already know. I referenced my low fidelity wireframes as well as WhatsApp constantly to ensure my designs were on brand as well as intuitive.
TEST
✦ Usability Testing ✦
✦ Priority Revisions ✦
✦ Final Screens ✦
✦ Next Steps ✦
✦ Conclusion ✦
Usability Testing
I conducted 5 usability tests with users who are familiar with WhatsApp and use the app on a regular basis. The main objectives were to determine overall usability of the new feature, evaluate if users can complete the task quickly and without errors and gain overall feedback on the new feature.
Forward a conversation to a contact in WhatsApp
Open a forwarded conversation to view it
Task Flows Tested
How much time was spent on the task?
How many errors were made, if any?
Was the user ultimately able to complete the task?
Metrics for Success
Priority Revisions
The usability test results presented me with the following important changes that needed to be made.
Change the color of the frame in the thread selector
Improve the affordance of the opened conversation
Change the feature name to Forward: Message Thread
Create a dark effect on the areas outside of the selected part of the thread
Final Screens
Next Steps
First, I’ll hand off the design to our developers so they can start implementing the new feature. This involves providing them with all the necessary design specifications and assets.
Next, I’ll collaborate closely with the product and tech teams determine metrics for gathering feedback on the new feature's performance. This includes deciding on key indicators of success, such as user engagement, task completion rates, and overall satisfaction. We'll use these metrics to track how well the new feature is performing and to gather insights on user experiences and areas for improvement.
Finally, I’ll evaluate the effectiveness and success of the new feature. This will involve analyzing the data collected through our established metrics and conducting additional user testing if needed. By assessing the impact of the new feature, we'll be able to determine if it meets our goals and how it can be further refined.
Conclusion
Reflecting on the WhatsApp feature redesign, I learned a lot about the importance of maintaining familiarity and ease of use in a popular app. The challenge was to integrate a new feature that felt intuitive, and quite simply, like it already belonged. I had to think like a veteran WhatsApp user and determine the most intuitive way to add the feature. This taught me how important existing user behavior is in guiding design decisions. I realized how crucial it is to prioritize functionality and simplicity to enhance user experience seamlessly. Designing for a popular and established company, has given me a glimpse of what it means to work with constraints. I believe that these constraints enabled me to problem solve in a different way that I’m used to, and ultimately, deepened my ability to problem solve.