Intel Unified Messaging

This case study is focused on simplifying chat messaging communications and increasing productivity. From our initial research, we found that people find it difficult to keep track of messages. The average American has 47 unread chat messages and uses 5 different chat apps. Using our findings, we created a list of questions for concept testing. We created some initial designs to help explain our thought process. We wanted to dive deep into participants' feelings about their messaging apps. 

We have an idea! Time for some feedback

A large majority of users were interested in consolidating their messaging apps. Participants felt overwhelmed with the number of apps that they used for messaging. There were some concerns with having one unified messaging app. Participants felt like there would be too many distractions with constant messaging notifications. There were also some who asked about privacy and a clear separation between work and personal apps. The majority of participants wanted to be able to search across all messaging apps. There was a common frustration in having to search individual apps to find a specific file or message. 

Our goal is to bring together all of your messaging apps and simplify communication 

One thread messaging had mixed reviews

While the majority of users liked the overall concept, there were repeated concerns of organization. Some expressed concern that they will miss important messages. Others felt that this would save them time and easily scan through all chats.

Quickly view all communication channels for each contact

After listening to feedback, we felt that One Thread messaging had some value, but needed alot more work.. There was strong interest in streamlining communication, so I tested out some other ways to organize messages. This layout is an "All Messages" thread that allows users to select a person, then have the ability to see all messaging apps where they are connected and can easily toggle back and forth between messages.

Quickly see if you have unread messages anywhere at all times

In order to improve productivity, we needed to seamlessly integrate 3rd party messaging apps into one place. Users can go directly to each individual app to view messages. After connecting apps, users receive notifications.

Have full control over notifications

My initial iteration had notification settings for our Unified Messaging app - users could silence all notifications at once, but not individually. Users strongly wanted full control over all aspects of their communication platforms.

"All contacts in one place would be great, but this is a little confusing"

Users were excited to have all contacts for all of their messaging apps in one place. This design shows icons for each shared messaging app. After clicking a messaging app icon, you can select your call-to-action button. Feedback showed us our idea was on the right track, but we needed to minimize the design: "All contacts for all apps in one place is amazing!" "This page is really busy" “I’m not sure where I need to click on this page” 

There's a need for consolidated contacts so let's keep working on it!

By consolidating messaging apps, we are able to easily merge contacts. While we tested having more extensive information on contact cards, such as share media, we realized users preferred a more basic and simple version. Our final iteration is Option A. Users liked having the option of seeing all options upfront, with one-click calling or messaging.

All of your contacts from all of your apps in one place!

The final flow for the consolidated contacts page was simple and clean. 

The biggest challenge: Search anything across all of your messaging apps

There are so many search paths that needed to be considered:
• Search within conversation
• Search within each individually messaging app
• Search any message, file, contact you across every app
The global search was the most difficult to navigate. My first iteration always sent users to the advanced search page. Allows users to search across apps tested well, but navigating away from the messages page received negative feedback. The result was allowing users to go directly to the message if it was found in the quick search results. It was a simple solution that had a big impact during testing.

Let's map this out! What's the most efficient way to connect apps?

Connecting Android and iPhones to Unified Messaging was very difficult. Users initially found it hard to connect devices, with too many steps. Working closely with the engineer team, taking into account user concerns and feedback, we were able to lessen the setup steps. 

What's next for Unified Messaging? How can we improve?

Unified Messaging has gone through multiple rounds of Alpha testing.  Usability testing and interviews had significant impact on design decisions and futures releases. Allowing users to have separate accounts for work and personal is high priority.  Integrating calendars is another feature that was widely requested.  This would enable users to have AI-based auto replies for all messages across all apps based on their schedule.

I'm often searching for old messages on the wrong app and it's frustrating and time consuming.

Concept Testing Participant

Streamline Communications

Talk about how users can easily add 3rd party apps
REsearch & Study
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