- Users emphasized the importance of maintaining a clear boundary between work and personal life to reduce frustration and stress.
- Users wanted better control over when and how they receive work and personal communication to improve focus and productivity.
- Users emphasized the importance of maintaining a clear boundary between work and personal life to reduce frustration and stress.
- Users wanted better control over when and how they receive work and personal communication to improve focus and productivity.
“We need to be very cautious all the time that we are not actually mixing up our communication between personal and professional.”
– Jeremy
“It’s very disruptive for my personal time when I receive office messages off work hours.”
– Shiying
“Managing two WhatsApp accounts on one phone would improve productivity by fully separating work and personal communication.”
– Joshua
“I don’t want to have that kind of availability for work. It gives me the flexibility to reply to my friends without replying to clients or business partners.”
– Sean
“I can be more efficient if I don’t receive work messages during my personal time.”
– Jingwen
- 70% of Singaporean employees report poor work-life balance due to overwhelming workloads and constant influx of work-related messages (Randstad, 2023).
- Work-life balance is now a top priority for many employees, with 41% indicating they would leave their current jobs to achieve better work-life balance (HRM Asia, 2023).
- 70% of Singaporean employees report poor work-life balance due to overwhelming workloads and constant influx of work-related messages (Randstad, 2023).
- Work-life balance is now a top priority for many employees, with 41% indicating they would leave their current jobs to achieve better work-life balance (HRM Asia, 2023).
- Professionals often receive work-related messages during personal time, leading to stress and a sense of being constantly ’on-the-call’.
Currently, there is no proper separation, leading to message overload and decreased productivity as personal and work messages compete for attention.
Many professionals resort to using multiple devices to separate work and personal communications.
83.7%
of Singapore’s internet users, use WhatsApp for communication.
56.1%
of survey respondents use WhatsApp for professional communications on a daily basis.
78.7%
of survey respondents find it important to separate personal and work messages within WhatsApp.
36.1%
of survey respondents resorted to using multiple devices and other apps to manage their communications.
49.2%
of Singapore’s internet users, use Telegram, indicating a growing popularity.
- Users emphasized the importance of maintaining a clear boundary between work and personal life to reduce frustration and stress.
- Users wanted better control over when and how they receive work and personal communication to improve focus and productivity.
“We need to be very cautious all the time that we are not actually mixing up our communication between personal and professional.”
– Jeremy
“It’s very disruptive for my personal time when I receive office messages off work hours.”
– Shiying
“Managing two WhatsApp accounts on one phone would improve productivity by fully separating work and personal communication.”
– Joshua
“I don’t want to have that kind of availability for work. It gives me the flexibility to reply to my friends without replying to clients or business partners.”
– Sean
“I can be more efficient if I don’t receive work messages during my personal time.”
– Jingwen
- 70% of Singaporean employees report poor work-life balance due to overwhelming workloads and constant influx of work-related messages (Randstad, 2023).
- Work-life balance is now a top priority for many employees, with 41% indicating they would leave their current jobs to achieve better work-life balance (HRM Asia, 2023).
- Professionals often receive work-related messages during personal time, leading to stress and a sense of being constantly ’on-the-call’.
Currently, there is no proper separation, leading to message overload and decreased productivity as personal and work messages compete for attention.
Many professionals resort to using multiple devices to separate work and personal communications.
83.7%
of Singapore’s internet users, use WhatsApp for communication.
56.1%
of survey respondents use WhatsApp for professional communications on a daily basis.
78.7%
of survey respondents find it important to separate personal and work messages within WhatsApp.
36.1%
of survey respondents resorted to using multiple devices and other apps to manage their communications.
49.2%
of Singapore’s internet users, use Telegram, indicating a growing popularity.
- Users emphasized the importance of maintaining a clear boundary between work and personal life to reduce frustration and stress.
- Users wanted better control over when and how they receive work and personal communication to improve focus and productivity.
“We need to be very cautious all the time that we are not actually mixing up our communication between personal and professional.”
– Jeremy
“It’s very disruptive for my personal time when I receive office messages off work hours.”
– Shiying
“Managing two WhatsApp accounts on one phone would improve productivity by fully separating work and personal communication.”
– Joshua
“I don’t want to have that kind of availability for work. It gives me the flexibility to reply to my friends without replying to clients or business partners.”
– Sean
“I can be more efficient if I don’t receive work messages during my personal time.”
– Jingwen
- 70% of Singaporean employees report poor work-life balance due to overwhelming workloads and constant influx of work-related messages (Randstad, 2023).
- Work-life balance is now a top priority for many employees, with 41% indicating they would leave their current jobs to achieve better work-life balance (HRM Asia, 2023).
- Professionals often receive work-related messages during personal time, leading to stress and a sense of being constantly ’on-the-call’.
Currently, there is no proper separation, leading to message overload and decreased productivity as personal and work messages compete for attention.
Many professionals resort to using multiple devices to separate work and personal communications.
83.7%
of Singapore’s internet users, use WhatsApp for communication.
56.1%
of survey respondents use WhatsApp for professional communications on a daily basis.
78.7%
of survey respondents find it important to separate personal and work messages within WhatsApp.
36.1%
of survey respondents resorted to using multiple devices and other apps to manage their communications.
49.2%
of Singapore’s internet users, use Telegram, indicating a growing popularity.
Customer Journey Map (Current situation)
Jeremy
Business Director
Scenario
Interacting with the current WhatsApp on a typical working day.
Journey Stages
Morning Routine
Commute
Work Hours
Evening Wind Down
Nighttime Relaxation
User Action
Checking WhatsApp messages from both personal and work contacts.
Responding to urgent work messages while keeping up with personal chats.
Managing client communications and team coordination.
Receiving personal conversations from friends and family.
Catching up on personal messages while still receiving work updates.
Engaging in personal conversations but still anxious about missing important work messages.
emotions
Overwhelmed and stressed.
Anxious and distracted.
Distracted and frustrated.
Stressed and unable to unwind.
Anxious and tired.
Feeling
possible Pain Points
Mixed messages make it hard to focus on personal time.
Constant notifications from both spheres interrupt concentration.
Work messages get lost among personal chats; hard to keep track of important tasks.
Work messages during personal time prevent relaxation.
Difficulty disconnecting from work.
opportunities
Separate accounts to maintain boundaries between personal and work messages.
Customizable notifications for different accounts.
Clear distinction between personal and professional chats.
Seamless account switching to improve efficiency.
Complete separation of work and personal accounts.
- Seamless Integration: Ensure the new feature fits within WhatsApp’s existing UI and information architecture.
- Seamless Integration: Ensure the new feature fits within WhatsApp’s existing UI and information architecture.
- Account Separation: Create a way for users to add a professional account within their current WhatsApp account.
- Account Separation: Create a way for users to add a professional account within their current WhatsApp account.
- User-Friendly Switching: Provide a simple and intuitive account switching mechanism that requires minimal effort from users.
- User-Friendly Switching: Provide a simple and intuitive account switching mechanism that requires minimal effort from users.
Task 1
Task 1
33.3%
Direct success
80%
Direct success
107.5s
Avg duration
44s
Avg duration
43%
5 Rating for
User-friendliness
80%
5 Rating for
User-friendliness
Task 2
Task 2
66.7%
Direct success
100%
Direct success
62.8s
Avg duration
14.1s
Avg duration
50%
5 Rating for
User-friendliness
80%
5 Rating for
User-friendliness
Task 1
33.3%
Direct success
80%
Direct success
107.5s
Avg duration
44s
Avg duration
43%
5 Rating for
User-friendliness
80%
5 Rating for
User-friendliness
Task 2
66.7%
Direct success
100%
Direct success
62.8s
Avg duration
14.1s
Avg duration
50%
5 Rating for
User-friendliness
80%
5 Rating for
User-friendliness
Adding Professional Account
Switching Between Accounts
Adding Professional Account
Switching Between Accounts
Interactive Prototype
Interactive Prototype
Customer Journey Map (After implementation)
Jeremy
Business Director
Scenario
Interacting with the new Multi-Account Management feature on WhatsApp.
Journey Stages
Awareness
Consideration
Setup
Usage
Management
User Action
Learns about the multi-account feature through WhatsApp updates or promotional materials.
Explores the settings to find and understand the multi-account feature.
Adds a professional account through settings and completes the setup process.
Switches between personal and work accounts using a clear and intuitive interface.
Customizes notifications and privacy settings for each account.
emotions
Feels curious and interested in how this feature could help her manage communications better.
Feels anticipation but may experience slight confusion if the feature is not clearly highlighted.
Feels satisfied with the new organization but might experience mild frustration if the setup is complex.
The multi-account feature helps him stay focused during work hours and relax during personal time.
Feels in control and satisfied with the ability to differentiate between personal and professional communications.
Feeling
possible Pain Points
Unclear feature benefits.
Difficulty locating the feature.
Complex setup.
Switching mechanism not user friendly.
Lack of customization.
opportunities
Detailed in-app message explaining benefits.
Highlight the feature in settings.
Push guided instructions and tutorial video.
Provide user tips.
Make switching between accounts seamless and easy.
Intuitive settings management.
WhatsApp could see a 10-15% increase in Daily Active Users.
Retention rates enhanced by 5-10%.
WhatsApp could attract 50-100 million new users within the first year of implementation.
Introducing premium features for a subscription fee at $2.99/mth. Annual Revenue could reach $3.588 billion annually.
WhatsApp could see a 10-15% increase in Daily Active Users.
Retention rates enhanced by 5-10%.
WhatsApp could attract 50-100 million new users within the first year of implementation.
Introducing premium features for a subscription fee at $2.99/mth. Annual Revenue could reach $3.588 billion annually.
WhatsApp could see a 10-15% increase in Daily Active Users.
Retention rates enhanced by 5-10%.
WhatsApp could attract 50-100 million new users within the first year of implementation.
Introducing premium features for a subscription fee at $2.99/mth. Annual Revenue could reach $3.588 billion annually.
WhatsApp could see a 10-15% increase in Daily Active Users.
Retention rates enhanced by 5-10%.
WhatsApp could attract 50-100 million new users within the first year of implementation.
Introducing premium features for a subscription fee at $2.99/mth. Annual Revenue could reach $3.588 billion annually.
- User-Centric Approach: Engaging users early and often through surveys and interviews provided invaluable insights that shaped the design.
- User-Centric Approach: Engaging users early and often through surveys and interviews provided invaluable insights that shaped the design.
- Iterative Design: Each iteration brought new insights and improvements, reinforcing the value of an iterative approach to design.
- Iterative Design: Each iteration brought new insights and improvements, reinforcing the value of an iterative approach to design.
- Balancing Simplicity and Functionality: One of the key challenges was ensuring that the new feature integrated seamlessly with WhatsApp’s existing UI without overwhelming users. Striking the right balance between aesthetics and functionality was essential.
- Balancing Simplicity and Functionality: One of the key challenges was ensuring that the new feature integrated seamlessly with WhatsApp’s existing UI without overwhelming users. Striking the right balance between aesthetics and functionality was essential.
- Acknowledging limitations: Since this is a hypothetical exercise, the testing could not proceed beyond the prototype.
- Acknowledging limitations: Since this is a hypothetical exercise, the testing could not proceed beyond the prototype.
Shout-out to my fellow teammates for their invaluable participation. I would also like to express my gratitude to the instructors from NTU-SCTP. Their guidance has been instrumental in my growth as an UX designer.
Shout-out to my fellow teammates for their invaluable participation. I would also like to express my gratitude to the instructors from NTU-SCTP. Their guidance has been instrumental in my growth as an UX designer.