Improving Facebook Messenger's Chat Search Function

Social Media Application | UX Research & UX Design

Tools Used: Whimsical | Typeform | Adobe XD

Overview

Facebook Messenger is a popular app that many people use daily, but I have encountered some specific issues that hinder my experience. For instance, it is quite challenging to find message requests from non-friends, which can lead to missed important communications. Additionally, I struggle to organize Marketplace messages effectively, making it difficult to keep track of conversations. I also find that I can’t easily track messages for follow-up, which can be frustrating when trying to maintain conversations. Curiously, I wondered what other users might find frustrating about the app, so I took the initiative to conduct some research to explore this topic further.

Chosen Methods

• UX Audit & Proposed Direction

• User Survey

• High Fidelity UX Concept

UX Audit & Proposed Direction

User Survey | 8 Total Responses

To understand how people use Facebook Messenger, their problems, and other opinions, I created a short 3-minute survey with Typeform.

I asked users what they use Facebook Messenger for, what problems they face, how the platform could be simplified, and ideas for better chat organization. I also inquired if they have trouble finding past conversations and what could help make that easier.

Recommendations

• Implement a way of allowing customers to pin messages to the very top.

• Allow customers to filter down to the messages they need to view in a more efficient way.