WhatsApp has this much of UX problems😱| Micro Flow | UX Case Study

Did you know that WhatsApp, which we use every day, has so many UX problems❓

Let me take you through my Microflow design challenge. I have chosen to focus on WhatsApp and specifically on the Call Feature and other features.

Overview📁

This article will tell you in detail how I have gone through the entire process to understand the users’ behavior. In this project, I apply the heuristic evaluation to identify the problems and their possible solutions.

The reason to select this Microflow project

I have chosen a microflow for my Microflow design challenge and intend to improve it to create a more🦸‍♂️ effective version.

As part of my Microflow design challenge, I chose to make the call feature easier on the WhatsApp platform.

A small change can have a significant impact on user experience and business outcomes. A larger project may encompass multiple microflows, and improving one microflow can be equivalent to enhancing a bigger project.

I am enthusiastic about working on the microflow of the WhatsApp call feature as it will have a great impact on the user experience and business outcomes.

Figure out the area to enhance the user experience in the Existing design

I select mainly WhatsApp’s call function microflow. Find some other errors.

Problems❌

Calling on WhatsApp is because of the best service they provide. There is No problem calling the person who calls or chats frequently.

It is difficult when searching for the name of the person to call from both the “Chats” and “Calls” categories.

WhatsApp “Calls” Section Problems

1️⃣. In the “Calls” section, when searching for a person to call in the current model, the person included group calls and the previous call history are shown. In history, the person has participated in many recent group calls, it shows first.

So scroll through the history to find the person’s call history and then call.

It’s time-consuming, and Users couldn’t have freedom.

2️⃣ In the “Calls” section, when searching for a person to call, most users type only the first few letters.
The “Calls” section first shows only the previous call history and then finally shows the matching contact. Therefore, the user has to scroll to find the appropriate contact. To avoid this, the user must type the full name and call.

It is time-consuming and the user has no freedom.

In the “Calls” section, when searching for a person to call in the current model. If 2 or more contacts have the same “First Name” or if one has more than 1 number, even save it as “Person Name 1” & “Person Name 2” or something else. It is difficult.

3️⃣ When searching for a person to call in the “Calls” section, only the previous call history is shown, but the list with two icons, video, and audio, is not shown. The user has no freedom to choose call mode (audio/video call). If it is the audio of the last call they made from the history, they should change the call mode to video or vice versa. Otherwise, it is not possible to select the desired call mode. user has no freedom

4️⃣ The matching contact will be shown under the heading “Other Contact” during the search.

If searching for mobile-regular phone calls, matching results are listed first under the heading “Contact”.

Consistency and standards.

If we search on regular mobile-phone, matching results are shown first, then the history of previous calls is shown.

The person the user is calling is offline, but there is no indication that the person is offline. But other social media platforms indicate who is online and offline.

In my initial search, some users sent the message and called while the recipient was reading it. Because they identify the person as online.

👉🏻If this has been done, comment 🔥 “I have done this”.

But in the “Calls” section, there is no option to identify the person online or offline.

The receiver does not pick up the call while calling on WhatsApp. Then make regular calls. It is attended by the receiver.

👉🏻If have this type of experience, then comment🔥 “YES”.

If the “calls section” has an indication of whether the person is online or offline. Users can decide which call option to choose (Regular call/ WhatsApp call).

WhatsApp “Chats” Section Problems

In the “Chats” section, search for a contact, and it shows the appropriate results. But the search-matching result is not highlighted.

When searching in the “Calls” & “Status” sections, matching results are highlighted in Blue.

So the “chat” section is not kept Consistency.

Call from the “Chats” option

Search for a contact to make a call

Open the chat then call /and click the profile then call.

There are more steps to making a call. Reduce steps for easier making a call.

Design Process

Through heuristic evaluation, the errors in the current app are detected, and it is time to fix the errors to make the app more user-centric to fix the error and provide a good user experience.

My Process⏳

The process I used for this UX problem was the design thinking process.

This process has 5 main processes:

1. Empathise

2. Define

3. Ideation

4. Prototype

5. Testing

Primary Research🔍

It is time to identify the error through heuristic evaluation and understand the user further. WhatsApp has users of different age groups and different professions. So I prepared some questions to understand user behavior to design a user-centric design.

1️⃣. Did you use WhatsApp regularly?

To know that users are using WhatsApp regularly

2️⃣. In WhatsApp do you use the WhatsApp call feature?

To know if WhatsApp call is used by common WhatsApp users

3️⃣. How do you make calls on WhatsApp?

To understand how the user makes a call.

For this question, I understand that users can use 3 ways to make calls. I haven’t used one of those methods yet.

The different methods to make a call.

A) Method 1️⃣

I. Open WhatsApp (in the “Chats” section)

II. Scroll/search to find the name of the person you want to call

III. Open the Chat of the person you want to call

IV. Click the call icon on the upper side

B) Method2️⃣

I. Open WhatsApp

II. Select the “Calls” option

III. Scroll/search to find the name of the person you want to call

IV. Click the call option video or audio call

C) Method3️⃣

I. Open WhatsApp (in the “Chats” section)

II. Scroll/search to find the name of the person you want to call

III. Click the Profile icon

IV. Click the call option video or audio call

In my research, most users use methods A and B.

Solutions 💡& its Low-Fidelity, High-Fidelity Screens

The efficient idea is to solve the problem mentioned above and do multiple design iterations to solve the problem. Choosing the most appropriate version.

WhatsApp “Calls” Section solution.

In a regular phone. Searching for a person to make a call, first use a related keyword or a person’s name to search then shows related data, followed by recent call history. By showing the related data first, the user can make a call easily.

So, the same model will be included in WhatsApp “Calls” category. When searching for a call, the related data is shown first, followed by the call history. This feature fixes the above 3 issues through modification.

Laws used to solve this problem

💠In Jacobs laws “Users spend most of their time on other sites”

✨User Control and Freedom (Usability Heuristic #3)

Summary: Users often make mistakes or change their minds. Allow them to exit a flow or undo their last action and go back to the system’s previous state.

💫Maintain Consistency and Adhere to Standards (Usability Heuristic #4)

Summary: Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform and industry conventions.

Read more: https://www.nngroup.com/articles/consistency-and-standards/

The user is online or offline❇️

Chats Section online indication💬

In the above, some users send the message before calling and call while the receiver is reading (blue tick).

There is no other option to check the receiver is online without opening the chat. Other social media platforms will show the indication of whether the person is online or offline. The same indication will be included.

Made 6 Iteration to show that there are online.

3 models of the same size, different colors. Because to identify what color will the user prefer?

The other 3 models are in the same color and different sizes.

These iterations were given to multiple users and asked to select the model they liked and the most preferred design was finalized.

Chats Section online indication

Calls Section online indication

The “Chats” section does not keep the “Consistency and standard”😱.

When searching for a contact in the “Chats” section, it shows the appropriate results. But it doesn’t highlight results that match the search. But when searching in the “Calls” & “Status” categories, the matching result will be shown highlighted in blue color. The same highlight functionality is provided in the chat section to solve the Consistency.

Make an easy call from the “Chats” section🤙🏻.

WhatsApp makes calling easier by reducing the steps involved in making a call.

Ideas💡

When searching for a contact in the “chats” section. A call icon(Audio and Video) is given below the contact person.

The user does not open the chat or profile icon to make a call. The call option is attached to chat. Also, it can be included in every chat section, but it needs more space.

I did 3 design iterations. First 2 iterations when you open the profile icon you will see 4 options. This 4 option sets the chart below in the full-width format.

In one design I have provided the option for video/audio calls only, this option can include all chats in the “Chats” category.

I did 5reps. I’m not a user,

So I asked multiple users (ages 18–71 and users from different sectors) which iteration they preferred and the reasons for liking specific iterations.

1st iteration:- In the “Chats” section as in the current version. Added audio/video call options in the below side of time each chat section.

2nd iteration:- In the “Chats” section as in the current version. Added audio/video call options at the bottom of the time slot in each chat section.

3rd iteration:- Just like the first iteration, the chat has been scaled up and modeled like other social media platforms.

4th iteration:- Just like the 2nd iteration, the chat has been scaled up and modeled like other social media platforms.

5th iteration:- Same as the current version “Chats” section. In each chat only add an Audio call option below the time.

💎Benefits to the user and 🎯Business Impact

The new design has user control and freedom, and flexibility and efficiency of use which will help users to always feel that things are in their control,

Reduce the session length in the previous.

The task for the user

This task will be tested due in both the current version and the redesigned version.

Test in the “Chats” section

1️⃣. Make a call in the “Chats” section without opening the chat

2️⃣. Without opening a chat identify the person online or offline.

Test in the “Calls” section

1️⃣. In the “Calls” section. Search for a random person. What is the latest call (audio/video call) you made with that person?

Without scroll

👉🏻The latest call is a video call. Can you make an audio call without switching from video mode to audio?

👉🏻Likewise, the latest call is an audio call. Can you make a video call without switching from audio mode to video?

2️⃣. Search in the “Calls” section. If two or more contact has the same “First name” or a person has more than 2 numbers. one number is you randomly call the other number if you occasionally call. Search the first name in a few letters. Find the occasional call person without scrolling.

3️⃣. You have several calls to a person in your contact, and that person recently included many group calls. Search that person and call without scrolling “call history”?

4️⃣. Identify the person online or offline.

Observe the user🕵️

Does the user easily complete the task?

User response to changes in the “Calls” section

The user liked it a lot. Given the existing design and the redesigned design, they identified the changes. They said that the shortcomings of the existing design were identified and the new design was not time-consuming. The new design is easy to call.

The receiver does not pick up the call while calling on WhatsApp. Then make regular calls. It is attended by the receiver.

👉🏻If have this type of experience, then comment 🔥“YES”.

The “Calls” category does not know whether the person is online or offline.

The redesign makes it easy to identify whether the person is online or offline. So decide which call option to choose.

⚛️After the redesign — Compared to the existing design, the redesign is easily done their task.

User response to changes in the “Chats” section

The younger generation likes this design because they can easily make a call. Design testing with middle-aged people said that this design is good, but there is a possibility of generating calls with an unnecessary touch.

The design with only an audio call option is good as it reduces the chances of generating calls by unnecessary touch as less space is enough. Similarly, the audio call can be converted into a video call.

In the “Chats” section, when searching to call, this design is good, you can call without opening the chat.

In the “Chat” section, when searching to call, this design is good, you can call without opening the chat.

But I couldn’t recommend it as it might create a call by unnecessary touch

✳️Knowledge gained from the design test

It is very difficult to implement this design in all chats. Because there is a risk of creating a call us due to unnecessary touch. To prevent call generation due to unwanted touch. At call time, a “Did you call (name)” dialog box is displayed as a confirmation before the call like when entering the call in the group.

That’s a good one. Also, give the option in the settings to enable those who need this option and turn off this function.

UX changes to make their task faster for the user, 🚫not more complicated.

Find a problem and make a solution to the particular problem. It’s work? Is the right solution so user can easily complete their task.

Checking the solution with real users is very interesting and finds the user behavior to the particular task. If the user isn’t satisfied again, work with the problem and find a solution.

🙏🏽Thank you for your valuable time to read this article! 😃

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