Live Chat Support App (Case Study)

Enter your textA 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 old design:

• UI feels cluttered

• Chat area is too small

• Too many strong colors

• Overall bad use of space

• Certain elements are too big

• Filters bar takes too much space

• 3 levels of top navigations 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.