Third project brief from UX Design course, but the first group project in General Assembly: To identify the problems and design solutions for an existing mobile application.
This project has a straightforward brief but it can be tricky when it comes to choosing an existing app to redesign for. We scrolled through our mobile apps in the phone and the market (app store). We selected a few of them such as Golden Village, Obike, Slack and so on.
Eventually we picked Slack as our choice. The first comment we received was being too ‘ambitious’ because it is already a well-established brand.
Slack is indeed popular but we personally find it user-unfriendly as a first-time user and returning users (more than 3 times). We are uncertain why Slack claims to be a collaboration tool when we only see messaging and sharing file features just like any other messaging apps. We are only using Slack when we are requested to use it by companies or schools to communicate.
We went online to see if anyone has the same problem with us. There are quite an amount of negative feedbacks on Slack and many of them complains how user-unfriendly it is.
Here are some of the quotes:
“I get so much more done when Slack is closed.”
“I find it frustrating to use.”
“I don’t understand why everyone else is excited about Slack.”
We conducted interviews with people varying from first-time users, existing users and returning users. The results were aligned to our personal experiences (We are Slack users too) and the research we gathered online.
- Only use Slack when their companies or school required them to
- Use Slack as a messaging tool
- Prefer or use alternative apps to communicate with their team
- Hardly use other features that Slack offers
- Unaware of other features other than messaging and sharing files features
- Finds it confusing in terms of interface and terminology
- Frequent lag, hang or crash
- Basic functions are not available in free suite (Video with more than 1)
- Do not explore or get help when they face difficulties in the app
- Use Slack in both desktop, tablet and/or mobile
- Create a new public or private channel/direct message
- Be invited into a conversation (Channel/DM)
- Save items or jot down important content
- Sharing files of different formats and from different platforms
- Use integrated apps that could help them efficiently
- Busy routine, no time to explore or figure things out
With Jessica as a guideline, we mapped out the Customer Journey. She faces most issues when creating a group chat, bookmarking important messages and searching & sharing files.
These are some of the other pain points that Jessica faces:
Apart from the above’s pain points, we noticed that there are quite a handful of inconsistency between iOS and Android
in terms of terminology, interface, content and behaviours.
Other than inconsistency between the two versions, we noticed that Android version has some missing items.
It would be ideal to iterate both versions. But in order to minimize the cost to the lowest and effectively, we planned to iterate the iOS version first and adapt the experience for Android as close as possible.
After analysing the problems, we came up with the proposed design with suggested solutions and enhancements.