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| Task 1: Read Messages | Task 2: Create New Message | Task 3: Reply to a Message |
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Critical Incidents | | - Not sure which messages are unread
- one user thought selected email was unread because of shading, other started clicking through every message
- Message automatically opened on sign-in confused some users
| - Expected functionality from template (default fill in for subject, message, hash tags)
- "Note vs Issue" made users confused
- "Template" dropdown, checkboxes were overlooked
- Trash can (delete) button confused users
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Usability Issues | | U
Unread messages lack proper affordances. Multiple users had trouble identifying which messages were unread. Currently, unread messages were simply bolded (similar to Gmail), but some users missed this or thought the selected (shaded) message meant that message was unread (the shaded message reflects the message this is currently open). | Visibility of advanced features lacking:
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Overall:
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Prototype Iteration
Browse messages (Left pane) | Read message (Top right pane)
| Create new message (Bottom right pane)
| Reply to message (Bottom right pane)
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- Added “High priority” and/or “Alert desk captain” icons to quick view of messages.
| - Added “Edit” and “Delete” buttons. The “Delete” button does not permanently remove messages.
- Previously, we always showed “High priority” and “Alert desk captain” icons on each message, and highlighted them if they applied to the message. Changed it so they only appear when they have been selected.
| - Changed trashcan icon to a “Clear” button to make it more clear that clicking this clears all the fields in this panel.
- Removed “Close” icon, which had been an “X”.
- Changed “Minimize” icon from “-“ to double down carets.
- Changed panel heading from “New message from <Desk worker name>” to “Create New Message”.
- Created titles, tags, and skeleton messages for each template in the “Templates” drop-down menu.
- Increased font size of “Alert desk captain”, “High priority”, and “Note vs. Issues” choices.
- Added an example tag: #example, instead of showing just “#”.
- Changed “Title” to “Subject” to more closely follow Gmail analogy.
| - Filled in “Subject” line with “Re: Original Message Subject” as in Gmail. This field is editable.
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Unread messages lack proper affordances. Multiple users had trouble identifying which messages were unread. Currently, unread messages were simply bolded (similar to Gmail), but some users missed this or thought the selected (shaded) message meant that message was unread (the shaded message reflects the message this is currently open).