The heuristic evaluation between the 3 apps can be summarised in the following points:

Skype:

Use of space/padding is inconsistent — some have very tight spacing that makes it difficult to read, while others have a good distribution of space.

Very poor visual hierarchy of font usage. Poor differentiation of headers, sub headers, main body text, CTA and icons.

It is a form over function app at present.

Some necessary features are a few screens deeper — users need to click to different screens to get to what they want. It can be a very frustrating process for the users.

Redesigned icons is not as intuitive as global visual language.

The way Skype delivers the functions does not align with user’s expectations e.g “+” sign gives a dropdown menu of various functions instead of adding contacts.

WhatsApp:

The most attractive attribute of WhatsApp is the ease of use.

The app does not have micro interactions and loads straight to the screen/task, which makes it really quick and easy for users to know what they need/want

WhatsApp’s UI allows users to get what they need to quickly. Good visual hierarchy fonts: Headers, sub headers, body text, text hints, CTAs. Users know where to look and where to click.

It still fulfils its primary role as a communication app despite their integration of Moments.

It does not have a group call option.

Facebook Messenger

Clarity in UI, easy to use.

Facebook Messenger is a different form of communication app from Skype and WhatsApp as it taps on the user’s social media account and has features for gaming.

Research Conclusion on Skype

After a very detailed research of understanding Skype, we could see the logic behind its revamp and why users are overwhelmed with its changes. When Skype joined Microsoft, the business goal was shifted from its primary function as a communication tool to an application that engages with the user’s lifestyle, events and activities. It was a bold move that many users were unable to comprehend as they were overwhelmed with the changes. However, it does not mean that it’s a wrong move. In fact, Microsoft was trying to push its users to a modern era, and this is necessary for any business development or user’s benefits of keeping up with the advancement in technology.

What went wrong here is how the features were positioned. The UI design became modern and in line with the still-popular flat design trend, but was at the sacrificed of the visual hierarchy and usability of the app. It was also a radical change for their long-term users. Users now need to go through more screens to access a feature. Basic functions like adding a contact has more than 3 ways to do it, and advance features like conversation translator are buried and not easily discoverable by users. Multiple fancy micro interactions reminds users that their “actions are loading”.

Key User Frustrations

With all these complications, users might find it difficult to navigate through the apps and get what they need to be done fast. Currently, most users do not have a clear sense of what or where the features are in Skype. Current users had to take the time to relearn the app while new users express their frustrations on how complicated it is as compared to other communication apps. Both parties take many steps to accomplish their goals.

Our Solution

The solution to this problem will be to study what the are the basic needs of the users and making them easy to understand and readily accessible without moving from screens to screens. Improving the UI and visual hierarchy will help users to digest the information they need and learn how to use the app in a shorter time. Hence, we will design an update to the app that provides a better user flow for our users through a reorganised user interface, and a reorganisation of key elements.