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April 2018 - May 2018

@MailTime, San Francisco

Project Overview

MailTime is an email mobile app that converts email threads into conversations to make communication easier on the phone.

MailTime iOS was getting negative feedback on App Store because of some usability issues and lack of maintenance. So we decided to conduct usability testings with users and discover problems. And based on testing results, we redesigned the app to improve overall user experience.

User Research

Research Goals

  • Primary: To understand how people actually use MailTime to perform email related tasks

  • Secondary: To understand people’s general email behavior on mobile

Subjects

  • 5 people

  • 3 female, 2 male

  • All working in tech companies at San Francisco Bay Area

Potential Bias

  • This group of people should be more tech savvy than average user group since they all work in tech industry

  • They are all first time MailTime users. Their behavior during testing sessions will reflect how new users learn to use MailTime

Script

  • Introduction

    • Goals of the testing

    • Brief introduction of MailTime

    • How to think aloud

  • Basic information

  • Email Behavior

  • Free exploration of MailTime and think aloud

  • Tasks and think aloud

    • Find an email and read

    • Reply this email, with text, with a picture, and with a gif

    • Forward this email

    • Write a new email

  • Review

Task Result Overview

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Pain Points

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Redesign

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