PROCESS
My role focused on usability and sociability of M-Chat application. Observations of user
behavior were gathered and necessary wire frames and interaction flowcharts were
constructed to communicate design problems to the developers.
Evaluating SMS Usability
The research methods were a combination of heuristic evaluations, think-aloud methods,
log analysis, and user interviews. For think aloud sessions, participants were asked to
perform chat-related tasks using SMS-based commands such as "S: Search for new
friends," "F: Find online contacts," and "PROFILE - Update self profile,"among others.
By analyzing the results of studies, interface difficulties were identified. Most usability
problems arose from the lack of rich interactions on SMS platform. Based on the findings
from user studies, overall user experience was enhanced by designing better language,
reassigning SMS commands, and redesigning the 'System Vs User' messages.
Sample Usability Issues
Enhancement of Social Experience
Second challenge was to design for social behavior. To ensure incremental revenue
growth, it was first necessary to invite and sustain new subscribers. Similarly, given the
large size of the community, it was important to regulate subscriber's participation and
behavior, such that user experience was enhanced for the whole community.
My role focused on usability and sociability of M-Chat application. Observations of user
behavior were gathered and necessary wire frames and interaction flowcharts were
constructed to communicate design problems to the developers.
Evaluating SMS Usability
The research methods were a combination of heuristic evaluations, think-aloud methods,
log analysis, and user interviews. For think aloud sessions, participants were asked to
perform chat-related tasks using SMS-based commands such as "S: Search for new
friends," "F: Find online contacts," and "PROFILE - Update self profile,"among others.
By analyzing the results of studies, interface difficulties were identified. Most usability
problems arose from the lack of rich interactions on SMS platform. Based on the findings
from user studies, overall user experience was enhanced by designing better language,
reassigning SMS commands, and redesigning the 'System Vs User' messages.
Sample Usability Issues
Enhancement of Social Experience
Second challenge was to design for social behavior. To ensure incremental revenue
growth, it was first necessary to invite and sustain new subscribers. Similarly, given the
large size of the community, it was important to regulate subscriber's participation and
behavior, such that user experience was enhanced for the whole community.
- Unique "Match me" feature introduces and socializes newcomers to the existing
members, based on user's psychographic information - Sociability is enhanced with a number of topical and interest based chat rooms.
- Unique "Karma Points" provide incentives for participation, among others.
- Additional features include chat history and ability to invite members for a peer-to-
peer chat.
| / |
RESULTS
ACL's M-Chat service
generates over 10 million
mobile originated SMS per
month. The service is
used by different mobile
operators to have their
own (branded) community
of mobile chat users that
is used to leverage mobile
marketing revenues.
ACL's M-Chat service
generates over 10 million
mobile originated SMS per
month. The service is
used by different mobile
operators to have their
own (branded) community
of mobile chat users that
is used to leverage mobile
marketing revenues.
Professional Work
ACL Wireless
British Council
Ford Motors
ACL Wireless
British Council
Ford Motors
M-Chat
User Experience Evaluation and Enhancement of
SMS-based Mobile Chat Community
ACL Wireless// User Experience Lead
DESIGN CHALLENGE
ACL Wireless is a leading provider of consumer centric mobile social
networking and community applications in India. M-Chat is ACL’s mobile
application that enables asynchronous, SMS based chatting across mobile
users. First challenge was to design interface and interaction for limited SMS
possibilities; Second challenge was to design for sociability: attracting new
members, getting them to stay, regulating their social behavior, controlling
spam, and increasing participation.
User Experience Evaluation and Enhancement of
SMS-based Mobile Chat Community
ACL Wireless// User Experience Lead
DESIGN CHALLENGE
ACL Wireless is a leading provider of consumer centric mobile social
networking and community applications in India. M-Chat is ACL’s mobile
application that enables asynchronous, SMS based chatting across mobile
users. First challenge was to design interface and interaction for limited SMS
possibilities; Second challenge was to design for sociability: attracting new
members, getting them to stay, regulating their social behavior, controlling
spam, and increasing participation.
An SMS costs Rs 3/- in India.
Users complained that it is
expensive to invite users,
and desired a way to invite
multiple users with one SMS.
Users complained that it is
expensive to invite users,
and desired a way to invite
multiple users with one SMS.
System messages (e.g. from
400003514) are not visually
distinct from user messages.
Users end up replying to the
server message in error.
400003514) are not visually
distinct from user messages.
Users end up replying to the
server message in error.
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Contact
646. 510. 2529
agaurav@umich.edu
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Interaction Design
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Contact
646. 510. 2529
agaurav@umich.edu
Resume
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| About Me | Thoughts | Projects Copyright Gaurav Anand | agaurav@umich.edu | 646. 510. 2529 |
