Live Chat Support App (Case Study)

A client reached out:

“Marko, our users have a hard time using messaging”

Me:

“Hold my oat milk latte”

I analyzed what users said. I analyzed the old UI in detail.

Problems with the old design:

• UI feels cluttered • Chat area is too small • Too many strong colors • Overall bad use of space • Certain elements are too big • Filter bar takes up too much space • 3 levels of top navigation are overwhelming

How the new UI solved these problems:

→ Top navigations are reduced to 2 levels More vertical space, for users with smaller laptops

→ Minimal and light colors For a lightweight experience

→ Just 2 filters are visible Making the UI less overwhelming

→ Other filters placed in the ‘All filters’ button To keep advanced features

→ Reduced panels and bars sizes Making UI breathable

→ Collapsable side navigation bar on the left Leaving more space for chats

Working with advanced UIs with a lot of features is challenging.

You should reduce UI complexity, while not compromizing on functionalities.

Here's the gist of what I did to ensure a better UX:

→ Reduced the complexity → Made the UI more lightweight → Left more real estate on the screen

Now let’s see what users think.

Send me ‘UX design’ in DM if your app has a poor user experience.