A Usability Test on WhatsApp

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WhatsApp
WhatsApp is a messaging service for mobile phones and
the web that allows you to send text messages, images,
audio and video through the internet. WhatsApp is being
used worldwide and is the most popular online messaging
app.

WhatsApp desktop version is also very convenient to use

and send messages to your contacts while working on
your system. However, when tested with users it reveals a
few pain points that they face while using certain
features.

This article presents the details and results of a Guerrilla

usability test along with a few recommendations.

Objective
To identify the users’ pain points on WhatsApp web.

Testing Parameters
What has tested: Two most commonly used tasks
in WhatsApp web
With whom it is tested: 3 users with 2 new users of
WhatsApp web
How it is tested: Through observations and
interviews

Process Followed
The process of Guerilla usability testing is followed to test
the identified tasks on WhatsApp. This involves the
following stages.

Usability Testing Stages

1. Identify User Tasks

A list of tasks is created that a user is able to perform
using WhatsApp web.

2. Prioritize Tasks
Tasks are prioritized based on how frequently a user will
perform them.

Each task is marked with a point from 1 to 3.

Most commonly used tasks are given 3 points, tasks that

are performed occasionally are marked with 2 points, and
tasks that are done in a while are given 1 point.

Two tasks are identified as the most commonly used, and

given 3 points.

!" Send a message to your friend

$" Share photos with your friend

3. Perform Testing
The selected tasks are given to users along with
instructions. Two methods are followed to collect their
feedback.

Users are observed while performing actions

They talked about their experience when they are
performing certain tasks

Below is the user flow of each task along with an

indication of their expressions at that point.

Task 1: Send a message to your

friend

FindContact WriteMessage SendMessage ViewMessage

Receipt

User flow for Task 1: Send Message

Task 2: Share photos with your

friend

User flow for Task 2: Send Photos

4. Analyze Pain Points and

Recommend Solutions
Pain Point 1: Finding a Contact

There are two ways to start a new chat: (i) Search within
the Chats list, (ii) Go to the New Chat icon on top and
search for a contact. The user was not clear to
differentiate between these two options.

Searching in the Chats list gives an assumption that the

search will run through the Chats list only, and in fact, it
works for both Chats and Contacts. On the other side, the
New Chat option also provides a list of Chats as well as
Contacts. This requires some kind of clarity.

Current WhatsApp image to start a new chat

Recommendation:

A clear separation between Chats and Contacts needs to

be provided. This can be done by giving a filter option in
the Contact list, or a single list can be sorted based on
Recent Chats or Contact names.

The first way provides a filter at the bottom of the

Contact list

Another option is to provide filters in a drop-down on top

of the Contact list

Pain Point 2: Viewing Message Info

In the Message Info pane, the area showing message

status is merged with the Message pane. Also, it is not
clear that the user is viewing the status of which
message. Also, it took time for the user to find the Close
icon on top of the Message Info pane.

Current WhatsApp Message Info pane

Recommendation:

The area of the Message info pane and Message pane

needs to be differentiated clearly. Since this is the
desktop version and the Message area is still visible when
the Info pane is opened, the link between the message
and its info could be made more prominent. The selected
message is shown as highlighted.

Recommended Message Info pane

Pain Point 3: Using the Attach Option

The Attach menu and tooltips do not match with the UI. It
gives a totally different theme and experience on the
current screen.

Current WhatsApp Attach option

Recommendation:

Menu placement and theme are made consistent with UI.

Instead of Tooltips, the option names along with icons
seem more helpful.

An attachment icon is recommended to display closer to

the Message box

The Attach menu with a more user-friendly layout

Pain Point 4: Attaching Photos

The close icon with the Preview title is confusing. The

user clicked it just to close the preview of selected
photos, but it discards all the selected photos.

Adding more files option is not clear. The Attach icon still
displays on top, but it is not functional. The user clicked
on that icon first.

It is difficult to navigate a large number of selected files.

lastseentodayat8:22AM

Q Searchorstartnewchat Preview

9.30PM

8:54PM

843PM

8:42PM Addacaption... ©

4:20PM

Gratitu
chan de
Yesterday everyges ADDFILE
thing

Current WhatsApp image to view selected Photos

Recommendation:

The Preview area is renamed to Attachments to avoid any

confusion for the user. Scrolling is provided in the
thumbnails area. Users can add more files by clicking the
Add icon with the Caption box.

MiyokoBrendle

Recent Osearch YAttachments

Labelischanged
MiyokoBrendle tomakeitmore
understandable

JustinRasor

LavadaSchade
W

RiaMorales
W.

MathewWeddle -eAddCaption

RickyAlexis

SimaHafer
XXI
Morefilesofthesame Usercanscrollthe
typecanbeaddedin listwhennumberof
currentuploadprocess filesisincreased

Recommended changes in the Photo Attachment feature

Few More Observations

Using a scrollbar requires high accuracy to hold the
bar and scroll it. The cursor got changed to resize
when the user tried to scroll the Message pane.
Scrolling cannot be done using the keyboard in the
Contacts pane and Contact/Group Info pane.
Notifications in response to an action display on the
bottom left corner of the Contact list where the
user skipped it multiple times.
Status cannot be updated on the desktop version,
neither user can delete his status. Also, the user is
not able to see the viewers of status.

Final Thoughts…
The purpose of this article is to provide user feedback
about WhatsApp Web. There is no questions on the
innovative user experience that WhatsApp is providing to
its users, and I hope this exercise will help to further
enhance it.

Happy WhatsApping !!

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