Case Study - Chat App

1. Current app allows communication over email, chat, or file transfer
2. Users use specific laptops to connect to radios in order to operate the product
3. The product requires custom setup ahead of usage
4. The product requires heavy training to use today

1. Navigating the current app can be very confusing for inexperienced users.
2. Training is not enough to master the current product, and it takes a lot of “guess and test” in the field to become an expert.
3. Users often get confused with understanding how to troubleshoot when things go wrong.
4. It’s not intuitive to understand which other stations someone might be communicating with.

1. HOW MIGHT WE make the product easier to learn and use for novices?
2. HOW MIGHT WE modernize the product experience?
3. HOW MIGHT WE create feature flexibility to apply to various situations in the field?
4. HOW MIGHT WE rely more on visuals in the experience?
5. HOW MIGHT WE create more consistency and uniformity for features and functions in the app?
6. HOW MIGHT WE support users using this product without being experts?
7. HOW MIGHT WE save users more time when troubleshooting and configuring?
8. HOW MIGHT WE help users more easily identify who they’re communicating with?

I prioritized the features in the layout based on the most common and important features.

Most common or important

1. Sending messages
2. Receiving messages

Less common or important

1. Message queue
2. Address book
3. Logs