Improving User Experience in Chat Tool by Implementing an Intuitive Search Feature
(2022) MAMM01 20212Ergonomics and Aerosol Technology
- Abstract
- In the current digital era different kinds of chat tools and communication plat- forms are used worldwide at many companies as a natural part of the work day. As the amount of chat conversations and messages increases, the degree of diffi- culty to find information sent previously rises. To tackle this difficulty, many of the leading communication platform providers have incorporated a search func- tionality to their chat tool.
This thesis was executed in collaboration with Telavox, a company providing a business communication platform. The goal was to help Telavox design a pro- totype of a possible search functionality incorporated into their chat tool. The chat tool is used both internally by the employees of the company and externally... (More) - In the current digital era different kinds of chat tools and communication plat- forms are used worldwide at many companies as a natural part of the work day. As the amount of chat conversations and messages increases, the degree of diffi- culty to find information sent previously rises. To tackle this difficulty, many of the leading communication platform providers have incorporated a search func- tionality to their chat tool.
This thesis was executed in collaboration with Telavox, a company providing a business communication platform. The goal was to help Telavox design a pro- totype of a possible search functionality incorporated into their chat tool. The chat tool is used both internally by the employees of the company and externally by their customers.
The aim in this project was to investigate how to create a user-friendly prod- uct which could satisfy the users’ needs and to compare similar search experiences online to the chat tool search experience. To accomplish this, a user-centered design process was followed. To gather the necessary data needed to create pro- totypes a survey, focus group and literature study were conducted. The survey began the identification of the users needs and the focus group added to this with a competitive analysis through the heuristic evaluation principles. The literature study explored the current search functionality guidelines and previous findings on the user experience when interacting with search engine result pages.
The execution phase consisted of three prototyping iterations, one mid-fi and two hi-fi iterations. After each prototype was made, a number of end-users tested the prototype and then an evaluation was conducted to change and add requirements. The final prototype proved very promising, according to the eval- uation of test results, and showed how great usability in a new feature can be accomplished through good adherence to the consistency of an already existing application as well as by following an iterative process where valuable lessons about the user needs can be learned along the way. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/9074646
- author
- Glas, Tilda LU and Christiansson, Sofia
- supervisor
- organization
- course
- MAMM01 20212
- year
- 2022
- type
- H2 - Master's Degree (Two Years)
- subject
- language
- English
- id
- 9074646
- date added to LUP
- 2022-02-07 11:11:38
- date last changed
- 2022-02-07 11:11:38
@misc{9074646,
abstract = {{In the current digital era different kinds of chat tools and communication plat- forms are used worldwide at many companies as a natural part of the work day. As the amount of chat conversations and messages increases, the degree of diffi- culty to find information sent previously rises. To tackle this difficulty, many of the leading communication platform providers have incorporated a search func- tionality to their chat tool.
This thesis was executed in collaboration with Telavox, a company providing a business communication platform. The goal was to help Telavox design a pro- totype of a possible search functionality incorporated into their chat tool. The chat tool is used both internally by the employees of the company and externally by their customers.
The aim in this project was to investigate how to create a user-friendly prod- uct which could satisfy the users’ needs and to compare similar search experiences online to the chat tool search experience. To accomplish this, a user-centered design process was followed. To gather the necessary data needed to create pro- totypes a survey, focus group and literature study were conducted. The survey began the identification of the users needs and the focus group added to this with a competitive analysis through the heuristic evaluation principles. The literature study explored the current search functionality guidelines and previous findings on the user experience when interacting with search engine result pages.
The execution phase consisted of three prototyping iterations, one mid-fi and two hi-fi iterations. After each prototype was made, a number of end-users tested the prototype and then an evaluation was conducted to change and add requirements. The final prototype proved very promising, according to the eval- uation of test results, and showed how great usability in a new feature can be accomplished through good adherence to the consistency of an already existing application as well as by following an iterative process where valuable lessons about the user needs can be learned along the way.}},
author = {{Glas, Tilda and Christiansson, Sofia}},
language = {{eng}},
note = {{Student Paper}},
title = {{Improving User Experience in Chat Tool by Implementing an Intuitive Search Feature}},
year = {{2022}},
}