Twitter Mobile App

Let’s get acquainted with Twitter first.
What is Twitter? Twitter is an online social networking and microblogging service that allows its users to send and read text-based messages. Until now, there are 19.5 million Twitter users in Indonesia. (Kominfo, 2022)

Why Twitter?

The thing that prompted me to re-design Twitter because of the unrest as a user since 2014, the anxiety I experienced was that some parts of the Twitter application were still not used efficiently, so it was necessary to add supporting features such as the reply and delete messages feature (for all) indirect messages and search fields in bookmarks. From the anxiety I experienced, the question, “Is anyone else experiencing the same thing?”

Goals

The goals of this user research are to find out user behavior, pain points, and user needs for the Twitter application.

Impact

I want to try to give if this design is implemented is that it will be easier and more comfortable for users to use the Twitter application, and also, users can feel helped by the new features obtained from this case study.

Design Thinking

To conduct this research, I followed the design thinking framework, which involves several key stages:

1. Empathize: Understanding user behavior, needs, and pain points through interviews, surveys, or observations to gather valuable insights.

2. Define: Analyzing the data collected to pinpoint the core problems and creating a clear problem statement to address.

3. Ideate: Brainstorming creative solutions to the defined problems, exploring innovative ideas that cater to user needs.

4. Prototype: Developing low-fidelity or high-fidelity prototypes to visualize and test the proposed solutions.

5. Test: Evaluating the prototypes with users to gather feedback and iteratively refine the designs for optimal results."

Tools 🧰

1. Google Form

2. Notion

3. Figma

4. Zoom & Google Meet

Time Schedule ⌛

25 April — 13 Mei 2022

Empathize ✨

At the Empathize stage, it is carried out to be able to provide appropriate and good solutions and build an understanding of the problem by researching to find out the habits, needs, and difficulties experienced by users.

Step by Step Research

1. Make a research plan

2. Quantitative research — User Screener Survey

3. Qualitative research — Interview and Usability testing

4. Collect data finding

5. Clustering data to determine problem statements

Participants Criteria

1. Man / Woman

2. Twitter application user at least 6 months

3. 18–45 years old

Methods

1. User screening survey

2. Interview

3. Usability Testing (Remote Moderated)

Screening Survey

In this case, the use of a screening survey using Google Forms is used to get pain points or any difficulties experienced by the user. This is useful for the continuation of usability testing.

Screening Survey Results

10/26

Users experience problems with Direct Messages due to inadequate features, and users want additional features to make their activities easier.

6/26

Users have problems with Bookmarks and want a search field feature on bookmarks to make it easier to search for saved tweets.

3/26

Users are having problems saving tweets in bookmarks, and want the convenience to save bookmarks

Interview User

After conducting a screening survey, I also conducted user interviews to be able to validate further and find out in detail the user’s needs and problems.

List Questions

Background Interview

1. Can you introduce yourself? (name, age, current occupation)

2. How long have you been using the Twitter app?

3. In its use, you often use Twitter for what?

4. How do you feel when you use the Twitter app?

5. Why do you prefer to use Twitter over other applications?

Open-Ended Interview

1. While using Twitter, how was your experience in trying the features of Twitter?

2. While using Twitter, how was your experience in using the DM feature? Have you ever had a problem? If you are hopeful, can you tell me?

3. While using Bookmarks, how was your experience? Have you ever had problems? Can you tell?

4. So what do you think is the solution you want to the problems that have occurred?

User Interview Conclusion

1. Difficult to find bookmark feature

2. Some users feel confused, especially when saving tweets to bookmarks

3. Lack of features in DM (Direct Message) which causes user inconvenience (unsend, vn, reply chat)

Usability Testing

After conducting a screening survey and interview, now is the time to do usability testing.

Research Goals

1. Find out usability issues to access features in the Twitter app

2. Find out usability issues in the DM feature

3. Find out usability issues in the bookmark feature

Schedule

30–32 March 2022
Remote moderated usability testing
5 Twitter users

Intro Interview

Hello!
I am introducing Clarisa Yovanda Priliana, and I will be the facilitator for today’s testing session. Before we get started, I have some information for you, and I’ll be going through it to make sure no information is missed. Today I want to invite you to try some of the features in the Twitter application. I mean the features in the registration process, the Twitter DM feature, and the Bookmark feature, and do it according to the instructions given later to see if it works. As expected. This session will last about 15 to 30 minutes. I want to emphasize that we want to test this product, not to test you, so there is no need to worry about making mistakes. Please do it as normal/natural as possible when trying the product. When you use this application, say as much as possible what is on your mind and things that make you confused, don’t worry about offending me or anyone here. Your criticism and suggestions can be very constructive for the Twitter application in the future.
Are you ready? If you already allow me to record sound and screen
(starts recording)

UT Task

#Task 1: Send a message according to the instructions that have been given
Users send messages to each other to the account provided by the moderator
Users are required to try all the features in DM

#Task 2: Save Tweets in bookmarks (Timeline)
Users must save about > seven existing tweets into bookmarks

#Task 3: Find and explore bookmarks that have been stored for a long time
User opens Bookmark
The user searches for one of the tweets that have been saved in the Bookmark according to the request.
Use all the features in the bookmarks.

Closing

Okay, thank you again for taking the time to take this test. If that’s enough from me, do you have anything to ask?
If that’s the case, I will close this session. Thank you, and see you soon!