![]() ![]() In early designs we tried reversing the order of a chat conversation, with newest messages at the top and oldest at the bottom. Anything that deviated too much from those experiences was confusing and unnecessary. ![]() Everyone we tested our designs on had an inherent expectation of chat , be it from Facebook Messenger, WhatsApp or iMessage. There were some things we couldn’t change. This was likely a hangover from how similar tools in the marketplace currently work, but people using our Beacon prototypes were skeptical of whether they were talking to a real-life human or a bot! People weren’t sure when/if they were talking to a real human. It was pretty overwhelming for such a tiny little tool, and it resulted in a lot of confusion , so it was definitely an area we needed to simplify. Our prototypes required a lot of clicking to get between home, search, messaging, articles and chat - then an equal amount of wayfinding to go backward, forward, and to close various bits of UI. Of all the items raised by testing, I recall a couple of interesting observations that ended up defining how Beacon ended up looking and working: Generally speaking, this testing validated our assumptions, but in a few cases it revealed that we needed to simplify things further. Once we had an approach we were pleased with, we put scrappy, clickable prototypes in front of real customers to determine whether they could be easily used and understood. A selection of Loom videos where I regularly walked the CEO and our engineers through a number of different approaches. Since I work in Australia and my team is largely based in North America, almost every day I recorded a video of my various concepts and put them to the group for discussion. Not surprisingly, Beacon quickly got pretty complicated given the amount of new stuff we were trying to put in! Every project begins with page after page of sketches. The idea was to be as messy as possible, but to figure out an end-to-end customer experience that felt simple and helpful. ![]() The process of designing big features like this is pretty standard - it generally starts by drawing hundreds of wireframes and figuring out which of them feels best. ![]()
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