UX Case Study: Revamping the experience of Justanswer.com Dashboard

✍🏻  Key Insights from Research

Based on the heuristic evaluation & Secondary research I build the key insights which are going to be assumptions & hypotheses.

Dashboard -

1. Users can search for any question or expert from the search bar because my assumption is “the users are mostly in hurry and want to search for the thing they recognise & want desired result”.

2. Request chat to an expert should be highlighted for experts who are online and disabled in offline cases because my assumption is “ It helps in maintaining consistency & also the user can confuse with the request to chat button in current flow as it’s only available for online experts”.

3. Ratings can also be shown with words along with stars because my assumption is “ It gives clarity about making decisions based on users’ past experience and also help in better utilizing of remaining space”.

4. The Topic of the past question must be highlighted because my assumption is “It will help users in filtering & recognizing past questions easily”.

Customer Chat -

1. There must be a back button while user is chatting with the expert because my assumption is “there is no clarity about going back to the Dashboard when the user is chatting, adding a back button will help in better user control and freedom”.

2. Dropdown near the avatar circle is not a good choice, we can add a 3 dot menu for the options, because my assumption is “It reduce cluttering in top header and maintain consistency and standards”.

3. “Finish by rating” label can change to “end chat/ Finish conversation” because my assumption is “the label is really confusing as it’s not communicating “end the conversation action” clearly”.

4. Adding a microphone icon by default for sending voice messages and when user is typing it‘ll turn into send icon because my assumption is “there are usability issue with upload document & send buttons being disabled even when the chat is going on, causes confusion. Also, adding mic icon for voice message help user in sending long messages”.

5. Information regarding disclaimer and requesting another expert option can be shifted somewhere else on the screen because my assumption is “In current layout it making UI more clumsy and there is less area to tap, also user can’t hide these text messages”

6. Info message for must rating and giving credit can be removed because my assumption is “ It is too much unnecessary information overloaded on the user”.

7. We can show the time of sending and receiving the messages because my assumption is “these small information might help user to identify message send/received time and also maintain consistency and standard”.

8. For ending conversation, user when tap on chat there will be a overlay in bottom appear with two options, end the chat and request another expert because my assumption is “If user want to talk to another expert, this chat. must be end also user can end current chat as well”.

Rating Expert-

1. Users can give rating to expert once chat is ended which will further move to also review section (optional) and submit the feedback because my assumption is “In case of one action users will give rating as this standard of giving rating is use across most of the apps”.

2. Users can easily give ratings also there will be an option for opening the chat again because my assumption is “user might have missed something to ask, the option will help in user control and freedom”.

3. Rating stars look embedded due to inner shadow, also label can be changed to more user friendly text because my assumption is “they text are easier to relate”.