Slack Case Study (Memorisely)
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Slack Case Study (Memorisely)

⚡️ Intro

During this case study I focused on iterating on the Slack on Desktop. I followed the Design Thinking workflow during the case study and used the latest tools and workflows.

📅 Timeline & Role

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Product Name Slack
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Jan → Feb 2020 I worked on this case study during Memorisely UX/UI Design immersive Bootcamp. During the Bootcamp I worked with 11 designers around the world to adopt the latest tools and workflows.
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Caroline Bixner Product Designer I worked on this case study in collaboration with @Katrina Atienza for five weeks. It was a great experience learning all steps of this case study. From user research, to ideation and rapid prototyping

🔨 Toolstack

Communication

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Slack
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Zoom

Productivity

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Notion
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Todoist

Research & Ideation

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Typeform
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Miro

Prototyping & Testing

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Figma
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Maze

👀 Questions & Observations

To help me better frame any problems with the product, I began by forming some questions and observations I have about the product. To easily document these I followed the structure [Situation], [response], [problem to business or experience] to ensure I'm aware of users and business needs

When [using slack for work], users [receive a lot of messages], which causes [overload on information]
When [trying to organise your messages], users [can overlook messages], which causes [the problem of missing important messages]
When [using slack for multiple organisations], users [have to navigate through various interfaces], which causes [irritation and feeling lost or behind, because you might miss messages]

🔍 UX Research

To confirm my observations and begin forming a hypothesis backed by data, I created a user survey to form no frill personas and understand the problem space more from real users perspective.

Final survey questions 1. Do you use Slack for work or have you in the past? yes | no 2. What is your company / team size where you use(d) Slack? 1-10 | 10 - 50 | 50 - 250 | 250 - 1000 | 1000 + 3. Which device do you typically use Slack on? Desktop | Tablet | Mobile 4. Why do you use Slack for messaging? 5. What is the frequency that you receive private and group messages within a day? Rarely | sometimes | always | never 6. What is the frequency that you receive group messages within a day? Rarely | sometimes | always | never 7. How many messages do you receive within a day? 0-5| 5-10|10-15|15-20 8. What messages do you normally view first? Why? 9. How would you describe handling multiple messages on Slack? 10. How's your current experience of using Slack to communicate? scale 1 - 10 (10 being best)

📊 Synthesis

Having shared my survey with users of the product using Typeform, the next stage of my case study was focused on synthesising the data to recognise trends and form a hypothesis.

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Survey Responses

Initial Observations Survey

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General overview of survey
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Affinity Map

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Why users do people use Slack?
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What messages do people view first?
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What users find most difficult about handling messages in Slack?
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How do people handle multiple messages on Slack?
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Frustrations with the product

  • Due to multiple ways of messaging, group messages, channels, dm's, multiple organisations it can be noisy, tiring, confusing and frustrating to keep track of all your messages.
  • Second frustration if you open messages and not respond immediately you can forget about messages, leaving messages without response, creating frustrating

😀 No Frill User Personas

During the synthesis stage of my case study I focused on identifying the different personas who have frustrations with discovering new music. I created no frill personas, focusing on their biography, goals and blockers.

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Start-up employee Biography This user works in a small company / startup (1-50), and might be part of 1 or 2 group channels. But mostly sends dm's. Goals To align with his team(s) and keep in touch with colleagues with whom she works closely. Blocker Often reads dm's but not immediately answers, and then forgets about the not replied message.
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Scale-up employee Biography This users works in a company 50 - 200 people. She works on multiple projects and is part of various teams and receives messages in lots of channels. Goals Keep all her teams up to date en manage the incoming stream of messages. Blocker Overload of messages coming in through all channels. Hard to keep focused and organised.

❓ How Might We

During synthesis, I jumped into the ideation phase and worked through the solution design model, identifying users actual behavior, and optimal behavior. This allowed me to form how might we questions to begin forming a solution.

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How might we [reduce the amount of message noise ]
How might we [remind users of messages that have not been replied ]

💡 Ideation

To avoid following the first idea I conducted a series of ideation techniques. This allowed me to consider an array of solutions. Following ideation I mapped what could be improved, added, and crazy ideas and prioritized them based on user value, business value, effort and time.

What can I improve?

SelectedNameUser ValueBiz ValueEffortTime
Prioritisation of certain team channels
High
Medium
Medium
Medium
differentiation between general and direct message popup via color or shape can customise even
Medium
Medium
Low
Medium
The archiving of information
Medium
Low
Low
Medium
How information is displayed as a long message thread
Low
Low
Medium
High
The way that important messages are displayed
Medium
Medium
Low
Medium

What can I add?

SelectedNameUser ValueBiz ValueEffortTime
A history overview, to see missed messages (unresolved message)
High
High
Medium
Medium
Notifications if messages are not answered
High
High
Medium
Low
have various #filters on different tabs and direct messages in a different area
High
High
Low
Medium
Popups (snooze) for forgotten or important messages
Medium
Medium
High
Medium
An indicator for important messages like a flag
Medium
Medium
Medium
Medium
Have different colours for key people
Low
Medium
Low
Medium
An extra inbox for important (people/groups)
Medium
Low
Medium
Medium

Crazy Ideas

SelectedNameUser ValueBiz ValueEffortTime
Connection with Siri for reminders (syncing)
High
Medium
High
High
AI technology for automatic answering
High
High
High
High
Algorithm for filtering important key words
Medium
Medium
High
High
a Kanban board of completed filtered messages
Medium
Medium
High
Medium

✍️ Hypothesis

Having prioritized ideas based on what can be improved, added, or crazy ideas, I wrote a hypothesis that helps me frame the problem for user and business goals.

Users goal Business goal

We believe that by adding reminders for read but unanswered messages and organising messages in tabs users will have a more organised view and forget less messages. This will help Slack to grow their application towards most efficient communication tool.

✏️ Rapid Sketching

Following the creation of my hypothesis I rapidly sketched solutions in lo fidelity. This helped me quickly map and understand the current product and consider options for how I could iterate directly in the product.

Notifications for unread messages

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Screens with a notification pop-up & settings

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Two type of pop-up screens

Tabs for dm's and group messages

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Screens with tabs for separating dm's and channel messages (perhaps even VIP). Second screen has a status of replied / non replied messages. Third screen has a toggle to see either read / unread messages or replied / non replied messages.

🗺 Information Architecture & Sitemap

With a hypothesis defined, I define the information architecture of the product to help me easily plot the optimal user flow and path for a user to complete the task.

⤵️ User flows

With the sitemap and IA defined, I could easily plot the optimal user flow using Miro. This allowed me to quickly and easily understand the decisions users would need to make to complete their goal.

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🧻 Paper Prototype

With the user flow defined, I rapidly created a lo-fidelity paper prototype. This allowed me to quickly iterate and visualize the experience without wasting hours in Figma.

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*Going through this flow on paper en recording the loom, made me realise that at the end the user should not go back to the home screen but back to the list with non replied messages. This will be updated in the Lo Fi Wireframe

🖌 Lo Fi Wireframe

Creating the paper prototype allowed me to quickly and easily create a lo-fidelity wireframe of the experience directly in Figma. I used a neutral color palette to avoid any decision bias and would use this prototype to get feedback internally.

Autoflow

I used Autoflow in Figma to help me easily map the user flow between each page ahead of converting the pages into a prototype. Adding the iteration regarding not going back to the home screen.