This case study is for a research project which aims to “improve written smartphone communication experience.”

I used the below mentioned UX deliverables to conduct my research.

User Interview-

After understanding the demographics, I set parameters for a target group which I needed to research.

The target group had professionals between the ages 25 to 30 years.

After conducting several face-to-face interviews, I got some insight into their problems and understood some touch points to improve their experience.

Tanvi works for an MNC and is mostly occupied with work on her laptop, likes to write to friends sometimes but had to use various apps for different features and craves for a one in all solution which fulfils all her socialising needs and saves her time.

Shubham runs a financial advisory firm, uses written communication to connect with his clients and his employees using WhatsApp and desires for some administrative features to gain control over the office conversations ensuring no deadlines are missed.

Gaurav who is an entrepreneur prefers to call but sometimes uses written communication for formal purposes uses WhatsApp and Gmail and thinks some kind of SOS feature must be added to the former and latter should be more flexible with its storage fragmentation.

After empathising with my target users, I created a user persona of a fictional user named Shreyansh keeping in mind the problems raised by my target users during the interview.

This shows the journey of a user through several touch points giving a glimpse of their emotions as well as opportunities that we could focus on.

The scenario is based on a user who is trying to concentrate on her work but at the same time wants to reply everyone who is sending her wishes as there is some festival today.

She doesn’t want to seem rude by ignoring them and wants some easy solution to reply to all those common messages at one go.

After referring to the customer journey map and walking in their shoes I tried to understood the emotions they went through at each step they took to have some insight on the opportunities and ideas that we could work upon to design a more fulfilling experience.

The deliverable that I used here is SCAMPER, which helped me to generate ideas quickly to start working and iterating.

​​Substitute:​ Can I add ways in which we manage our notifications?

Yes I can add voice commands and add options to notification management to give users more control.

​​Combine:​ Can I combine something with the app?
Yes I could combine a message library with the app so users can directly search for common wishes within the app itself.

​​Adapt:​ Can I change any characteristics of the component?
Yes I could add a button which will allow users to directly send messages from the library to selected people.

​​Modify:​ Can I add extra value?
By giving users options to schedule their notifications setting and adding voice controls to easily modify the features.

​​Put to another use:​ Could there be other possible uses if I were to modify the product?​ 
We could emphasise on building a community to share their work in the messages library thus giving existing product a different dimension to expand.

​​Eliminate: ​ What can I remove without altering its function?
The top menu contains the name of the product could be removed to give more information to users at a glance.

​​Re-arrange: ​ What can I re-arrange in some way?
I could provide options to users to re-arrange or sort their chats in different ways.

After understanding a problem domain, I worked on sketching wireframes to test a new Library feature to give users its access directly within the app and a new dimension for the business to expand through forming communities and acknowledging them for their contributions.

I tested these wireframes with my target group, they enjoyed the flow as well as the overall experience of this feature and suggested some ideas for me to iterate upon mostly on the customization and select people page.