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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
| - Users were confused by "title" of reply
- one user wished it had been filled in
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Usability Issues | 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.
Users overlooked some of the advanced features including the template, "alert desk captain", "high priority", and "note vs issue"
Affordances of Functionality: Users expected the template to accomplish much than it did. Users did not understand the purpose of the hash tag
| Perceived User Model of "Reply" varies.
Some users saw reply as a Facebook comment, and were confused by the extra features (title, hash tags). Others saw it as an email reply and expected the title to be filled in
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Overall:
Several users compared CollabDesk to Gmail, an unintended but logical connection (some of the UI is modeled after Gmail) but this metaphor is not entirely appropriate since there are inconsistencies between this and an email system (messages are not "sent", they are posted, more like a Facebook wall).
Tasks should be added/edited to focus on advanced features (hash tags for search filtering). This may be easier in the computer prototype.<insert>
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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