WhatsApp

An app's user experience can be improved

The Challenge

Identifying problems in an already successful system.

Observing my own usage of the app, I started to make a mental list of all the things I thought represented small friction points or possible improvements. I decided to work on the IOS design because WhatsApp has two different designs for Androids and iPhones and because I use an iPhone myself, I'm very familiar with the IOS design style. 

Deleting Messages

When the user selects a message. A bar comes up with a delete icon, and when we click on the delete button a pop-up comes with three options, Delete for me, cancel and delete for everyone.

What is the problem?

Imagine you sent the message to the wrong group and in hurry to remove that message, instead of clicking on “delete for everyone”, you clicked on “delete for me”. so what will you do now? You can’t get that message back. 

There can be two ways to solve this problem.
1. Add a pop-up for confirmation After selecting the “delete for me” option. It should ask for confirmation. It's worth the interruption because you want to prevent accidental clicking.
2. Having an undo button is a great way to at least prevent errors from becoming permanent. If someone goes down that path of making mistake, they can still catch it and hopefully undo it.
Edit Sent Messages

What is the problem?

It's happened to everyone. You wrote a message with a spelling error or the keyboard corrected it to the wrong word. I don't understand why I have to delete the whole message to fix a small mistake. Whenever I delete a message, the other user will get a notification that I deleted it. This will make them wonder what the message was about and why I deleted it. In the end, you just send another message with the corrections.

Here's an easy fix

After sending a message, users can fix their typos. The label “Edited” will show up when a message has been edited. In addition, we will be able to edit the message for 15 minutes after it is sent, as happens with deleted messages for everyone.

The Chat Page

Search is placed out of reach despite being the most frequently used action.

  • WhatsApp’s extensive usage and numerous groups have ensured that we never find the people we are looking for at the top of the list.
  • New chat button can also help find conversations and is placed in a prime location. But the mental model of users doesn’t support the use of new chat to find existing conversations. Most people don't use the new chat button to message people they have already spoken to on WhatsApp.
  • So they end up using search. But it is at the top of the screen while the keyboard appears at the bottom. An ergonomically average-sized user has to repeatedly change their phone grip each time they want to text someone (not visible in the first fold).
You want to text a new number (you don't have it in your contacts)

Even though I won't write to him again, I have added a phone number to my contact list. This is such an easy way to get rid of unnecessary contacts

Accessibility

Creating Equity Focused Designs is a primary goal for me as a Designer and I always design with the Next Billion Users in mind. In this redesign, I decided to equip the app with a couple of assistive technology (AT) to make the over product more accessible.

Colour Contrast was one of the ATs implemented to assist those with visual impairment in navigating through the application. A language translator is the other AT implemented as WhatsApp is a Universal app and there is a possibility of contact with individuals who speak a different language from the user.

Disclamier

I do not work for WhatsApp. The views from this case study are strictly my own and are not reflective of Whatsapp. And I know that as a new designer, I’m acknowledging that my vision might be overly ambitious. I have no access to the data WhatsApp possesses to influence their current design. This case study was done to enhance my skills as a Designer.

Thanks for reading! 🤲🏼