Led the UX and UI process as Product Owner, driving researchers, UX, and UI designers to enhance the service. Focused on optimising message discovery and quick replies, balancing backend management with seamless front-end UX.

IMPROVE THE MESSAGING EXPERIENCE

The Problem + Value proposition

Usually people struggled with quick replies during busy moments, highlighting a need for an efficient, intuitive solution to streamline short-message responses.

Based on the observations, insights.

DEFINE

- 75% of users respond with three words or fewer.
- Quick replies feel tedious and inconvenient to type.
- Common responses include "OK," "Right," "OMW," and "Call you later."
- Users actively seek apps that help them save time.
- Picking up the phone for short replies is seen as a hassle.
- Users categorise responses into three main types: Friends, Business, and Love.

At this point, we realised what the problem was and who we were designing for

Workshops simulated real-world "busy times," generating innovative solutions through collaborative brainstorming. Insights revealed users rely on three message types—Love, Friends, and Business—guiding the direction of quick-response functionality.

Defer judgement. Encourage wild ideas. Build on the ideas of others. Stay focused on the topic. One conversation at a time. Be visual. Go for quantity.

Every prototype was based on a set of hypotheses

Prototypes validated key hypotheses, testing functionalities in real-world busy contexts. User feedback prioritised essential features, refining the strategy and guiding decision-making.

Testing behaviors, not opinions

Tested real-world behaviours, not opinions, to validate design effectiveness. Observations showed users engaging primarily with the lower 50% of the screen, informing key usability refinements.

Pulling The Trigger