Snap chat Interface Analysis Report

2014 Spring Semester Interface Design
2010220016 Hyojin Kim

2

Introduction
About Snapchat
Strength & Weakness
Table of
Contents
Comparison
About Poke
Snapchat vs Poke
Evaluation
Information Architecture
Heuristic Evaluation
Cognitive Walkthrough
User Test
Problem Summary
Design Solution

About
Snapchat
Introduction
3

Snapchat is a photo messaging application ("app") developed by Evan Spiegel and Robert Murphy, then Stanford University
students. Using the application, users can take photos, record videos, add text and drawings, and send them to a controlled list of
recipients. These sent photographs and videos are known as "Snaps". Users set a time limit for how long recipients can view their
Snaps (as of April 2014, the range is from 1 to 10 seconds), after which they will be hidden from the recipient's device and deleted
from Snapchat's servers.
1.  sending a ‘Snap’ to my friends
2. making my story
3. sharing live video
Enjoy fast and fun mobile conversation! Snap a photo or a video, add a caption, and send it to a
friend. They’ll view it, laugh, and then the Snap disappears from the screen-unless they take a
screen shot!
You can also add a Snap to your story with one tap to share your day with all of your friends.
The best conversations happen when both friends are present, so this will let you know of if your
friend is Here in your Chat so that you can give each other your full attention. And if you both Here,
simply press and and hold to share live video-and Chat face to face.
More Functions

About
Snapchat
Introduction
4

The interface of Snapchat, consists of a large circular button located at the center of the bottom portion of the screen, flanked on the sides by a
picture of a squircle box on the left hand side, and a striped box on the right hand side.
The large circular button is the camera button. By pressing the button once,
the application will take a still image.
By holding the button, the application will instead record a short video lasting
up to 10 seconds which, just like a still image, can have text applied to it by the
user, before it is sent away.
Inteface of Snapchat
1. Center Button
2. Striped Box The two-dimensional striped box on the right hand side of the interface takes
the user to their contacts list, allowing the user to view their Snapchat friends
and find friends from their phone contacts.
3. Squircle Box The a squircle box on the left hand side of the interface takes the Snapchat
user to a menu that shows the user the snaps he/she has been sent by other
Snapchat users, along with the snaps that the user has sent to other users. Users
are informed by text whenever one of their snaps has been viewed or not, and
whether it has been screenshotted or not. Users view Snaps sent to them by
other Snapchat users by pressing and holding onto the image or video. The
image or video will remain for the time set before it is permanently removed.
1
23

About
Snapchat
Introduction
5

After taking a photo or video, the user can proceed to alter the image, by applying text and/or ink drawings onto the image, before sending it o
ff to a controlled list of recipients.
Recorded images and videos can be saved by the sender prior to sending by pressing the white arrow in the bottom left-hand corner.
Inteface of Snapchat
1. Drawing
1
3 4
2. Set a time limit 3. Save to gallery 4. Add to my story
2
Users can set the
time duration of the
photo or video to
be sent.
5. Send
5

About
Snapchat
Introduction
6

Cons
Pros and Cons of Snapchat
Pros
Privacy
•  Users can set time limit of pictures and videos so that they only
exist temporary.
•  Even the users synced their phone book, they can add people th
ey want as friends
•  Snapchat has screenshot alert. If the recipient takes a screenshot,
alert will notice the sender about it.
Usage inducement
•  Snapchat offers a point system. If a sender sends a picture or vide
o and the recipient opens it, both sender and recipient gain one
point. The points of the user him/herself and his/her friends are sh
own by tapping on the user names in the friends list menu.
Menu icons are not intuitive.
•  It is unclear what the colors mean and what the different shapes
mean.
User can not know where he/she is at
•  Although all the menus are vertical, It is hard to know navigate
because users can not know where they are at.

Poke vs
Snapchat
7

About Facebook Poke
Comparison
Facebook launched a new mobile app called Poke. It’s strikingly similar to Snapchat. Both Snapchat and Poke let you send pictures
or videos which are then destroyed within a matter of seconds.
Facebook Poke vs Snapchat
Facebook Poke Snapchat
Message, Poke, Photo and Video Message, Photo, and Video
Text, Draw over images Text, Draw over images
Time-limited sharing(1, 3, 5, 10 seconds) Time-limited sharing(1-10 seconds)
Location service No location service
Screenshot alert Screenshot alert
120 Character Messages 33 Character Photo captions
Facebook username Custom username
Facebook Terms of Service Photos deleted from servers forever
Countdown clock Countdown clock
10 second video limit 10 second video limit
Facebook Friends Facebook, Phonebook, & Username Friends

Poke vs
Snapchat
8

Differences between Poke and Snapchat
•  The way Snapchat and Poke connect you to friends
A difference between Snapchat and poke is the way Snapchat and Poke connect you to friends.
Snapchat uses Facebook to find friends, and obviously Poke does the same, so Poke has a leg up in terms of auto-integration. Still,
Snapchat may help you actually find more friends with the app, as you can search by phone number or user name to add friends.
It’s also worth considering Snapchat’s username customization. The app has a loyal base of users with chosen screen names. That
could be one of the bigger differences between Snapchat and Facebook Poke.
When you download Poke on a mobile device, you instantly log in with your Facebook Profile, relegating you to the name you use
on Facebook and the friends you have there.
Though I don’t believe in the slightest that Snapchat is used primarily for sexting, I do think that there may be some users who enjoy
snapping with randos (as evidenced by Twitter) that would like to keep their anonymous user name.

•  Interface – almost the same but Snapchat as simpler design
The Snapchat interface is pretty simple. After launching the app, you’re taken to the camera, which has a center button to snap you
r shot or take your video. A button in the bottom right takes you to a menu with My Friends, Find Friends and Settings, and a cube-
shaped button in the bottom left directs you to a log of all your Snaps, sent and received, old and new.
Facebook Poke’s interface is a bit more complex, but not by much. On the bottom menu bar, there’s a Poke icon that lets you Poke
(the old-fashioned kind) any of your Facebook friends. The speech bubble icon on the menu bar lets users draft a message, the
camera icon lets you snap a photo, and the video icon lets you take a video. Your Pokes show up above the bottom menu bar, so
there’s one basic page for everything.
Although the interface of Facebook Poke is a bit more complicated than Snapchat’s, all four icons you need are located on a gene
ral bottom menu bar, and your Pokes appear directly above.
Comparison

Information
Architecture
of Snapchat
9

Evaluation

Heuristic
Evaluation
10

Criteria and Questions
Evaluation
# Categories Subsections
1 Visibility of the system status
1.  It is easy to know the current location within the overall map of the application.
2.  It is clear what information is available at the current location and where you can
go from the current location.
3.  The current information matches what you expect to find.
4.  Is it easy to recognize the vitalized part
2 Consistency and standards
1.  Menus are used and appear in standard application style.
2.  Link labels match destination page titles or headers.
3 Recognition rather than recall
1.  Main functions of the application are easily accessible. (There is a short menu
paths for the main functions or the main functions are visible at all times.)
2.  Design elements such as objects, actions and options visible to user that user does
not have to remember the information.
4 Flexibility and efficiency of use
1.  Users can customize frequent actions/tasks.
2.  There are short cuts for frequent actions.
3.  Information are presented properly in right situation.
5 Balanced and simplistic visual design 1.  Is it easy to distinguish between the background theme and context
6 Help and documentation
1.  Are help messages noticed at the right moment based on the user’s situation
2.  Can you find the ‘help’ function easily
3.  can you go back to the place where you had problem

Heuristic
Evaluation
11

1.  Visibility of the system status
Evaluation
It is easy to know the current location within the overall map of the application.
It is clear what information is available at the current location and where you can go from the current location.
The current information matches what you expect to find.
Is it easy to recognize the vitalized part.
At all of the main four screens, the
current location within the overall
map of the application is not
displayed.
PROS GRAY ZONE CONS

Heuristic
Evaluation
12

Evaluation
PROS GRAY ZONE CONS
At the camera page, which is the
default screen, it is almost
impossible to figure out how to
move to another menu because
there are no implications and
bottom buttons are unclear.
Swiping the
screen to left
and right will
let the user
move to other
menus.
Tapping on the
bottom
buttons will
also lead to
other menus

Heuristic
Evaluation
13

Evaluation
PROS GRAY ZONE CONS
Since the shape of the buttons are
not intuitive and the movement
between menus are horizontal with
random sequence, user can not
even expect what kind of
information while navigating.
Default Screen

Heuristic
Evaluation
14

Evaluation
It is easy to recognize the vitalized
part as the vitalized part is
demonstrated with different color,
opacity or size.
PROS GRAY ZONE CONS
Opacity
change Size
change

Heuristic
Evaluation
15

2. Consistency and standards
Evaluation
Menus are used and appear in standard application style.
Link labels match destination page titles or headers.
Menus appear in standard block
shaped or divided grid style.
PROS GRAY ZONE CONS

Heuristic
Evaluation
16

2. Consistency and standards
Evaluation
Menus are used and appear in standard application style.
Link labels match destination page titles or headers.
Link labels match destination page
titles or headers. However, some
labels is irrelevant to destination
page’s or menu’s title.
PROS GRAY ZONE CONS
Pressing on
Snapchat will lead
to camera screen.
Pressing on My
Friends will lead to
camera screen.

Heuristic
Evaluation
17

3. Recognition rather than recall
Evaluation
Main functions of the application are easily accessible. (There is a short menu paths for the main functions or
the main functions are visible at all times.)
Design elements such as objects, actions and options visible to user that user does not have to remember the information.
Main functions of the application
are easily accessible because the
information architecture is not
complicated and most tasks are
done with short process. Also there
are short cuts when for main
functions.
PROS GRAY ZONE CONS
Pressing on the
top right button
will lead to ‘Find
Friends’ menu.
Pressing on the
bottom right
button will lead
to camera
screen.

Heuristic
Evaluation
18

Evaluation
Camera page’s accessible menus
and menus’ icons are different
depending on through which way
the user got to camera page, which
leaves the user confused as he/she
has to remember the path to get to
camera page with certain menu
icons.
PROS GRAY ZONE CONS
Gallery
menu
Back
to chat
page
To
friends
list
To
chat
list
Add to
my
story

Heuristic
Evaluation
19

Evaluation
Although managing one’s own story
should be convenient, story editing
menu icon is hidden unless the user
taps on a posted story.
PROS GRAY ZONE CONS

Heuristic
Evaluation
20

Evaluation
Main functions of the application are easily accessible. (There is a short menu paths for the main functions or the main functions are
visible at all times.
Design elements such as objects, actions and options visible to user that user does not have to remember the
information.
Many of the buttons are
represented in icons which are not
so intuitive and rather confusing.
PROS GRAY ZONE CONS
Very ambiguous icons Very ambiguous icons
These icons are obscure
and the function of
those are difficult to
guess.

Heuristic
Evaluation
21

4. Flexibility and efficiency of use
Evaluation
Users can customize frequent actions/tasks.
There are short cuts for frequent actions.
Information are presented properly in right situation.
There is no customizing function in
Snapchat, but it supports sending
by presenting best friends list to
make sending more quick and
easy. However, best friends is also
not customizable.
PROS GRAY ZONE CONS
User can only designate
the number of best friends.
How becomes best friends
is not explained.

Heuristic
Evaluation
22

4. Flexibility and efficiency of use
Evaluation
Users can customize frequent actions/tasks.
There are short cuts for frequent actions.
Information are presented properly in right situation.
All information are presented
properly in right situation.
Except at chat menu page.
PROS GRAY ZONE CONS
The information tells to
send a chat on the text
engine, but ways to
send text only chat and
“snap chat” are
different.

Heuristic
Evaluation
23

5. Balanced and simplistic visual design
Evaluation
Is it easy to distinguish between the background theme and context
Because of the background being
white, vivid theme colors and dark
text colors, it is really easy to
distinguish between the
background theme and context.
PROS GRAY ZONE CONS

Heuristic
Evaluation
24

6. Help and documentation
Evaluation
Are help messages noticed at the right moment based on the user’s situation
Can you find the ‘help’ function easily
Can you go back to the place where you had problem
Help messages appear and notice
when user mistakes the hand stroke
while trying to view chat or send
chat, and also when some function
is inactivated.
PROS GRAY ZONE CONS
If the user makes wrong hand
stroke, the help message will
appear and support the user.
If the user makes wrong hand
stroke, the help message will
appear and support the user.

Heuristic
Evaluation
25

Evaluation
Finding ‘help’ function is very easy
and short.
PROS GRAY ZONE CONS
Drag the page up Tap on support

Heuristic
Evaluation
26

Evaluation
User can always re-send chat that
had failed in delivering. Also, user
can go back to edit image/video
page from ‘selecting friends to send
to’ page and come back with
saved selection made by user
before going back.
PROS GRAY ZONE CONS
Press send button
Select the receiver
and go back to modify
the image / video
Modify the image /
video and then press
send button again
The receiver still will be
selected

Heuristic
Evaluation
27

Evaluation
SCORE
# Categories Subsections Score
1
Visibility of the
system status
1.  It is easy to know the current location within the overall map of the application.
2.  It is clear what information is available at the current location and where you can go from the current
location.
3.  The current information matches what you expect to find.
4.  Is it easy to recognize the vitalized part
3/7
2 Consistency and standards
1.  Menus are used and appear in standard application style.
2.  Link labels match destination page titles or headers. 4/7
3
Recognition rather
than recall
1.  Main functions of the application are easily accessible. (There is a short menu paths for the main functions or
2.  Design elements such as objects, actions and options visible to user that user does not have to remember the
information.
2.5/7
4
Flexibility and efficiency of
use
1.  Users can customize frequent actions/tasks.
2.  There are short cuts for frequent actions.
3.  Information are presented properly in right situation.
4/7
5
Balanced and simplistic
visual design
1.  Is it easy to distinguish between the background theme and context
5/7
6 Help and documentation
1.  Are help messages noticed at the right moment based on the user’s situation
2.  Can you find the ‘help’ function easily
3.  can you go back to the place where you had problem
6/7

Heuristic
Evaluation
28

Evaluation
Criteria and Questions
Strength
Help and documentation
•  Help messages appear and notice when user mistakes the hand
stroke while trying to view chat or send chat, and also when som
e function is inactivated.
•  Finding ‘help’ function is very easy and short.
•  User can always re-send chat that had failed in delivering. Also, u
ser can go back to edit image/video page from ‘selecting friend
s to send to’ page and come back with saved selection made b
y user before going back.
Weakness
Visibility of the system status
•  The current location within the overall map of the application is n
ot displayed.
•  At the default screen, it is almost impossible to figure out how to
move to another menu because there are no implications and b
ottom buttons are unclear.
Recognition rather than recall
•  Accessible menus and menus’ icons are different depending on t
hrough which way the user got to the page.
•  Story editing menu icon is hidden.
•  Many of the buttons’ icons are not intuitive and rather confusing.

Cognitive
Walkthrough
29

Evaluation
Task List
1.  Sign up / log in and read the snap from “Team snapchat”.
2.  Add a new friend by typing the friend’s ID.
3.  Take a snap, add filter, set the time limit to 5 seconds and send it to a friend.
4.  Take a video, draw something, select a friend to send it to, go back and erase the drawing and then send it
to the selected friend.
5.  Send a chat with only text and check the time the text is sent on the chat page.
6.  Take a snap, add text, save it to your device and add it to your story.
7.  Delete a photo on your story.
8.  Edit display name of a friend on your friend list.
9.  Send an image to a friend from your gallery.
10. Go to setting menu and set ‘share stories to’ option as custom.

Cognitive
Walkthrough
30

Evaluation
Task 1: Sign up / log in and read the snap from “Team snapchat”
Type email address and
Password
Select your birthday Press sign up Type a username Press continuePress log in
Press send via SMS Type verification code Press verify Press images containing a
ghost
Press donePress verify
Pros Gray Zone Cons
Verification process is too long.

Cognitive
Walkthrough
31

Evaluation
Task 1: Sign up / log in and read the snap from “Team snapchat”
•  User can add friends in his / her contacts
selectively.
•  Tutorial is fun.
Press okay Select friends to add in
your contacts
Press continue Press the red squircle Press and hold on to Team
Snapchat grid
Press continue
Pros Gray Zone Cons
Read the message from
Team Snapchat
Watch video from Team
Snapchat
•  Guide in tutorial is too brief.
•  There is no additional directions or help for first
time users who might need / want them.

Cognitive
Walkthrough
32

Evaluation
Task 2: Add a new friend by typing the friend’s ID
Press the upper right icon Press the search icon Type friend’s ID Press plus iconSwipe left or press the ic
on with three lines
Press search icon Type friend’s ID Press plus icon
Pros Gray Zone Cons
1
2
Swipe left or press the ic
on with three lines
•  Users can add friends by searching with ID. •  Because there are two ways to add a friend, it
may be confuse some users.
•  The icon for ‘My Friends’ menu is hard to
recognize.

Cognitive
Walkthrough
33

Evaluation
Task 3: Take a snap, add filter, set the time limit to 5 seconds and send it to a friend
Swipe left or right Press ‘I want Filters’ Press the box next to Filters Press OkayPress the circle
Press the check box for
filters and press cancel b
utton on device
Press the bottom right
button
Pros Gray Zone Cons
Press physical cancel
button
Select a friend to send the
snap to
button
Press the check box for
GPS
Swipe left or right
•  Instructions are present to help first-time users
regarding how to add a caption.
•  User has to turn on GPS to use filters.
•  There is no instructions or implication regarding
how to use filters.

Cognitive
Walkthrough
34

Evaluation
Task 3: Take a snap, add filter, set the time limit to 5 seconds and send it to a friend
User is moved to the
chat list page
Pros Gray Zone Cons
•  It is almost impossible to understand what those
icons in front of chat lists mean.

Cognitive
Walkthrough
35

Evaluation
Task 4: Take a video, draw something, select a friend to send it to, go back and erase the drawing and then send it to
the selected friend.
Keep holding and take y
our finger off when video
recording is done
Press pencil icon Draw something and press
bottom right icon
Press the cancel button or
top left ‘Send To…’
Press and hold the circle
button
Pros Gray Zone Cons
User is moved to the
chat list page
Press curved arrow icon
icon
icon
•  User can not add caption or drawings on
certain scene of the recorded video.
•  User has can not erase drawings but can only
undo it.
•  User can go back and forth freely without no
burden regarding loss of entered information

Cognitive
Walkthrough
36

Evaluation
Task 5: Send a chat with only text and check the time the text is sent on the chat page.
Swipe the area where the
friend’s name is on
Type text in the bottom
blank box and press send
button on keypad
Swipe left or press square
button
Pros Gray Zone Cons
Swipe the screen right an
d hold to check the time
message is sent
•  Icon for chat list menu is hard to recognize.
•  To enter a chat screen with a friend, user has to swipe
at the corresponding list area instead of tapping.
•  Sending message is performed by different send
button compared to sending snap.
•  Way to check time of the messages or snaps sent is
hidden.

Cognitive
Walkthrough
37

Evaluation
Task 6: Take a snap, add text, save it to your device and add it to your story
Tap the screen Type Press cancel or tap empt
y space and press icon n
ext to stop watch
Press second icon from sto
p watch and
Press the circle
There is time limit in the s
nap uploaded
There is no time limit
Pros Gray Zone Cons
Hold the photo next to
user’s ID
Press add
Tap the photo next to us
er’s ID and hold the phot
o below
1
2
•  Icon for saving snap and adding to my story is hard to
recognize.
•  Saving chat and Add to story menu is only accessible
from default camera screen.
•  User can not send the snap after adding it to my story.
•  According to the ways of approach time limit of the
story exists and disappears.

Cognitive
Walkthrough
38

Evaluation
Task 7: Delete a photo on your story
Press either the photo or
user name
Press the photo under th
e username
Press the setting icon for
the photo in my story
Press delete buttonSwipe left or press the
bottom right icon
Pros Gray Zone Cons
Pop-up notifies the user th
at it is deleted
•  The setting menu icon for editing name is
hidden.
•  The setting menu icon for editing my story is
hidden.
•  Pop-up tells the result of a task.

Cognitive
Walkthrough
39

Evaluation
Task 8: Edit display name of a friend on your friend list
Press the setting icon Press ‘Edit display name’ Type edited name and
press save
Press a friend’s name
Pros Gray Zone Cons
•  The setting menu icon for editing friends is
hidden.
•  To edit settings regarding friends, user has to do
one by one, instead of blocking several friends
at once, for example.

Cognitive
Walkthrough
40

Evaluation
Task 9: Send a image to a friend from your gallery
Swipe on a chat list
with friend
button
button
Select a folderSwipe right or press the
bottom left icon
Pros Gray Zone Cons
Select a photo
Sending is in procedure The picture is sentPress the bottom right
icon
•  Snapchat sending button in chat screen is hard t
o recognize.
•  Sending snap from saved photo on device is
only accessible via chat screen.
•  User can send snap with saved photo on
device.
•  User can view sent snaps.

Cognitive
Walkthrough
41

Evaluation
Task 10: Go to setting menu and set ‘share stories to’ option as custom
Press the top right icon Press ‘Share stories to…’ Press ‘Custom’ Press the check box of a
friend to block
Swipe right or press the
bottom left icon
Pros Gray Zone Cons
The friend is blocked
from seeing your story
•  Location of setting menu is irrelevant.
•  Custom setting for story menu is unclear in regar
ds of blocking friends checked or blocking both
people who are not friends and checked
friends.
•  User can customize openness of his / her story.
•  The icon for blocked friends is intuitive owing to
its color and shape.

Cognitive
Walkthrough
42

Evaluation
Cognitive Walkthrough Result
# Task Problem
1
Sign up / log in and read the snap from
“Team snapchat”.
•  Verification process is too long.
•  Guide in tutorial is too brief.
•  There is no additional directions or help for first time users who might need / want them.
2
Add a new friend by typing the friend’s
ID.
•  Because there are two ways to add a friend, it may be confuse some users.
•  The icon for ‘My Friends’ menu is hard to recognize
3
Take a snap, add filter, set the time limit
to 5 seconds and send it to a friend.
•  User has to turn on GPS to use filters.
•  There is no instructions or implication regarding how to use filters.
•  It is almost impossible to understand what those icons in front of chat lists mean.
4
Take a video, draw something, select a
friend to send it to, go back and erase
the drawing and then send it to the
selected friend.
•  User can not add caption or drawings on certain scene of the recorded video.
•  User has can not erase drawings but can only undo it.
5
Send a chat with only text and check
the time the text is sent on the chat
page.
•  Icon for chat list menu is hard to recognize.
•  To enter a chat screen with a friend, user has to swipe at the corresponding list area instea
d of tapping.
•  Sending message is performed by different send button compared to sending snap.
•  Way to check time of the messages or snaps sent is hidden.
6
Take a snap, add text, save it to your
device and add it to your story.
•  Icon for saving snap and adding to my story is hard to recognize.
•  Saving chat and Add to story menu is only accessible from default camera screen.
•  User can not send the snap after adding it to my story.
•  According to the ways of approach time limit of the story exists and disappears.
7 Delete a photo on your story.
•  The setting menu icon for editing name is hidden.
•  The setting menu icon for editing my story is hidden.
8
Edit display name of a friend on your
friend list.
•  The setting menu icon for editing friends is hidden.
•  To edit settings regarding friends, user has to do one by one, instead of blocking several fri
ends at once, for example.
9
Send a image to a friend from your
gallery.
•  Snapchat sending button in chat screen is hard to recognize.
•  Sending snap from saved photo on device is only accessible via chat screen.
10
Go to setting menu and set ‘share
stories to’ option as custom.
•  Location of setting menu is irrelevant.
•  Custom setting for story menu is unclear in regards of blocking friends checked or blockin
g both people who are not friends and checked friends.

User Test
43

Evaluation
Card Sorting
Current Structure

SettingsMy account
User Test
44

Evaluation
Card Sorting
Novice User1
Manage # of Best friends
Snapchatters who added me
Video settings
Log out
Account actions
My account
Share stories to…
Email
Mobile number
Support
Term of use
Join snapchat beta
Privacy policy
Snapchatters in my contacts
Additional services
More information
Settings
Receive snaps from…
Notification settings
Advanced
Privacy
Camera My Friends Find Friends
Chat List
Settin
gs
My
accou
nt
Email
Mobil
e
Numb
er
Additi
onal
Servic
es
# of
Best
Friend
s
Privac
y
Share
stories
to…
Recei
ve
snaps
from…
Adva
nced
Notific
ation
Settin
gs
Video
Settin
gs
Join
Snapc
hat
Beta
Privac
y
Policy
Term
of Use
Acco
unt
Action
s
More
Inform
ation
Suppo
rt
Log
out
Chat
List
My
Friend
s
Chat
List
My
Friend
s
Snapc
hatter
s in my
conta
cts
Searc
h
Snapc
hatter
s who
adde
d me
Current Structure
Cards
Video
Settings
Manage #
of Best
friends
Snapchatters
who added
me
Log out
Snapchatters
in my
contacts
Receive
snaps
from…
Privacy
policy
Privacy
Additional
services
More
information
Settings
Support Term of use
Join
Snapchat
beta
Advanced
Notification
settings
Account
Actions
My Account
Share
stories to…
Email
Mobile
Number

Join Snapchat…
My Information Settings
User Test
45

Evaluation
Card Sorting
Novice User2
Video settings
Log out
Account actions
My account
Share stories to…
Email
Mobile number
Support
Term of use
Join snapchat beta
Privacy policy
Additional services
More information
Settings
Advanced
Privacy
Chat List
Settin
gs
My
accou
nt
Email
Mobil
e
Numb
er
Additi
onal
Servic
es
# of
Best
Friend
s
Privac
y
Share
stories
to…
Recei
ve
snaps
from…
Adva
nced
Notific
ation
Settin
gs
Video
Settin
gs
Join
Snapc
hat
Beta
Privac
y
Policy
Term
of Use
Acco
unt
Action
s
More
Inform
ation
Suppo
rt
Log
out
Chat
List
My
Friend
s
Chat
List
My
Friend
s
Snapc
hatter
s in my
conta
cts
Searc
h
Snapc
hatter
s who
adde
d me
Current Structure
Cards
Video
Settings
Manage #
of Best
friends
Snapchatters
who added
me
Log out
Snapchatters
in my
contacts
Additional
services
Settings
Receive
snaps
from…
More
information
Support Term of use
Privacy
policy
Privacy
Notification
settings
Account
Actions
My Account
Share
stories to…
Email
Mobile
Number
Join Snapchat…
Join
Snapchat
beta
Advanced

안내My page
User Test
46

Evaluation
Card Sorting
Intermediate User1
Video settings
Log out
Account actions
My account
Share stories to…
Email
Mobile number
Support
Term of use
Join snapchat beta
Privacy policy
Additional services
More information
Settings
Advanced
Privacy
Chat List
Settin
gs
My
accou
nt
Email
Mobil
e
Numb
er
Additi
onal
Servic
es
# of
Best
Friend
s
Privac
y
Share
stories
to…
Recei
ve
snaps
from…
Adva
nced
Notific
ation
Settin
gs
Video
Settin
gs
Join
Snapc
hat
Beta
Privac
y
Policy
Term
of Use
Acco
unt
Action
s
More
Inform
ation
Suppo
rt
Log
out
Chat
List
My
Friend
s
Chat
List
My
Friend
s
Snapc
hatter
s in my
conta
cts
Searc
h
Snapc
hatter
s who
adde
d me
Current Structure
Cards
Video
Settings
Manage #
of Best
friends
Snapchatters
who added
me
Log in / Log out
Log out
Account
Actions
My Account
Share
stories to…
Email
Mobile
Number
Snapchatters
in my
contacts
Additional
services
More
information
Settings
Receive
snaps
from…
Support Term of use
Join
Snapchat
beta
Privacy
policy
설정
Advanced
Privacy
Notification
settings

Setting
User Test
47

Evaluation
Card Sorting
Intermediate User2
Video settings
Log out
Account actions
My account
Share stories to…
Email
Mobile number
Support
Term of use
Join snapchat beta
Privacy policy
Additional services
More information
Settings
Advanced
Privacy
Chat List
Settin
gs
My
accou
nt
Email
Mobil
e
Numb
er
Additi
onal
Servic
es
# of
Best
Friend
s
Privac
y
Share
stories
to…
Recei
ve
snaps
from…
Adva
nced
Notific
ation
Settin
gs
Video
Settin
gs
Join
Snapc
hat
Beta
Privac
y
Policy
Term
of Use
Acco
unt
Action
s
More
Inform
ation
Suppo
rt
Log
out
Chat
List
My
Friend
s
Chat
List
My
Friend
s
Snapc
hatter
s in my
conta
cts
Searc
h
Snapc
hatter
s who
adde
d me
Current Structure
Cards
Video
Settings
Manage #
of Best
friends
Snapchatters
who added
me
Share
stories to…
Email
Mobile
Number
Snapchatters
in my
contacts
Receive
snaps
from…
Log out
Account
Actions
My Account
Additional
services
More
information
Settings
Support
Term of use
Join
Snapchat
beta
Privacy
policy
Advanced Privacy
Notification
settings

Setting
User Test
48

Evaluation
Card Sorting
Expert User
Video settings
Log out
Account actions
My account
Share stories to…
Email
Mobile number
Support
Term of use
Join snapchat beta
Privacy policy
Additional services
More information
Settings
Advanced
Privacy
Chat List
Settin
gs
My
accou
nt
Email
Mobil
e
Numb
er
Additi
onal
Servic
es
# of
Best
Friend
s
Privac
y
Share
stories
to…
Recei
ve
snaps
from…
Adva
nced
Notific
ation
Settin
gs
Video
Settin
gs
Join
Snapc
hat
Beta
Privac
y
Policy
Term
of Use
Acco
unt
Action
s
More
Inform
ation
Suppo
rt
Log
out
Chat
List
My
Friend
s
Chat
List
My
Friend
s
Snapc
hatter
s in my
conta
cts
Searc
h
Snapc
hatter
s who
adde
d me
Current Structure
Cards
Video
Settings
Manage #
of Best
friends
Snapchatters
who added
me
Share
stories to…
Email
Mobile
Number
Snapchatters
in my
contacts
Receive
snaps
from…
Log out
Account
Actions
My Account
Additional
services
More
information
Settings
Support
Term of use
Join
Snapchat
beta
Privacy
policy
Advanced Privacy
Notification
settings

Advanced
Privacy
Settings
Share stories to…
Camera
User Test
49

Evaluation
Card Sorting – Result Analysis
Novice 1 Novice 2 Intermediate 1 Intermediate 2 Expert
My Friends
Find Friends
Smapchatters who added me
Video Settings
Snapchatters who added me Snapchatters who added me
Snapchatters in my contacts Snapchatters in my contacts
Chat List
Share stories to…
Support
Notification Settings
Advanced
Term of UseTerm of Use
More Information More Information
Advanced Advanced
Additional Services Additional Services
Privacy Policy Additional Services

User Test
50

Evaluation
Pre Questionnaire

User Test
51

Evaluation
Pre Questionnaire
Novice User Novice User Intermediate User
Gender / Age
Minsun Kim Sunghyun Nam Jieun Yoon
Female / 22 Male / 25 Female / 27
Instant Messaging Service Usage 카카오톡, 페이스북 메신져, What's app 카카오톡 카카오톡, 페이스북 메신져, Snapchat
Three times a week Everyday Everyday
Instant Messaging Service
Usage Frequency
Main Purpose of Usage
For messaging (text only message), For
sharing images
sharing images
video calls, For sharing images
Main Reason for Usage
Popularity among friends and
acquaintances, usability
acquaintances, easy installing, usability,
useful functions
acquaintances, usability

User Test
52

Evaluation
Pre Questionnaire
How do you
share images with friends?
Do you apply
effects before sharing images? No No
Yes
필터(흑백, 글로시, 석양 등), 얼굴 성형,
채도 및 대비 조절
Yes, few timesNo No
Self evaluation on Snapchat
어떤 카테고리 안에 무슨 기능이 있는지 잘 모르겠다.
사진 전송 이외에 다른 부가적 기능을 쉽게 사용하기
어렵다.
계속 뒤져보는데 잘 모르겠다 헤매게 된다.
Send saved image on device Send saved image on device Send saved image on device
Have you ever used Snapchat?
2/7

User Test
53

Evaluation
Task List
1.  Sign up / log in and read the snap from “Team snapchat”.
2.  Add a new friend by typing the friend’s ID.
3.  Take a snap, add filter, set the time limit to 5 seconds and send it to a friend.
4.  Take a video, draw something, select a friend to send it to, go back and erase the drawing and then send it
to the selected friend.
5.  Send a chat with only text and check the time the text is sent on the chat page.
6.  Take a snap, add text, save it to your device and add it to your story.
7.  Delete a photo on your story.
8.  Edit display name of a friend on your friend list.
9.  Send an image to a friend from your gallery.
10. Go to setting menu and set ‘share stories to’ option as custom.

User Test
54

Evaluation
Task PerformanceMinsun Kim / Novice
1.
Step # Process Time Think Aloud Error / Problem found
00:34
2.
The reason why Snapchat asks for
users’ birthday is not known.
Typing a username 00:10
Waiting for SMS to come, and
checking the SMS, typing the
verification code and pressing verify
4. 00:35
Typing her phone numeber and
pressing verify and pressing send via
SMS on the pop-up
3. 00:15
5. Selecting all images containing a
ghost to verify account
00:14 생일을 꼭 해야해?
00:19Task 1.
Sign up / log in and read the
snap from “Team snapchat”
Pressing join, typing email, password
and birthday, and then pressing
sign up 00:33 어? 여기 내 얼굴도 나오네?
00:50 Verify account가 이래? Verification takes some time since
user has to receive an SMS and
type the verification number but
verification time limit, 60 seconds, is
too short.
Verification process is too long.

User Test
55

Evaluation
6.
00:25
00:107.
Task 1.
Reading the descriptions on
regarding ho Snpachat uses the
phone numbers in users’ address
book and pressing continue and
then pressing okay on the pop-up
Selecting a Snapchat user iher
address book
00:258. Pressing the top left flash button
twice and pressing the three lines
button and then swiping left, right,
left right and left to camera screen.
01:49 팀스냅챗으로부터 온 스냅을 읽
으세요?
02:03 Where can I find chat..
Pressing the bottom left button and
then tapping the chat list with Team
Snapchat, pressing and holding
and the swiping on the chat list.
02:10 Press and hold to…9.
Pressing and holding on Snaps in
the chat screen with Team
Snapchat and viewing all the four
snaps from Team Snapchat.
10. 00:14
00:06
02:20 근데 이걸 다 읽어야돼? Because the tutorial for Snapchat
was too long, user was reluctant to
read all the snaps.

User Test
56

Evaluation
1.
00:10
00:072.
Pressing the top left area where the
chatter’s name and arrow is
Pressing cancel button at chat list
and moving to camera screen and
then pressing three lines button
00:095. Pressing the Snapchat area and
Pressing search icon and then
pressing left arrow to exit search
menu at find friends menu
6.
Pressing search icon at my friends
menu and pressing left arrow
7. 00:06
00:08
Task 2.
Add a new friend by typing
the friend’s ID.
Moving back to chat list button is
place on the top left but the screen
actually moves left from right. The
button should be placed on the
right.And pressing settings icon, and then
exiting out from settings menu
Although user can move between
menus by swiping, first time users
may not know because there is no
indication.
Pressing settings icon and exiting
out
03:30 검색… 이렇게 하는거야? 아니
지?
3. 00:12
03:36 어디로 가면 찾을 수 있을까…
00:03
03:42 아!
4.
Pressing my friends button and then
pressing squircle on the bottom left
side and pressing search icon in
chat list page
pressing three lines icon and then
pressing add friends icon
Button that moves the user to
camera screen is placed on top left
side when the screen actually
moves left from right.
03:53 여기사 찾는거 아닌가? ID로 찾
기 어디로 가야되지?
Pressing search icon and entering ID
to add a new friend is not a well
designed process because the
search icon would be conceived as
something that is only for searching.
Moving to camera screen, back to
my friends menu and to find friends
menu
8. 00:09

User Test
57

Evaluation
9.
00:06
00:0410.
Pressing icon for snpchatters in my
contacts and snapchatters who
added me successively and then
pressing search icon.
Exiting out from search menu,
moving back to my friends menu
and then back to find friends menu
Task 2.
the friend’s ID.
Moving back to chat list button is
place on the top left but the screen
actually moves left from right. The
button should be placed on the
right.
Although user can move between
menus by swiping, first time users
may not know because there is no
indication.
Moving left and right between
menus and then moving back to
find friends menu
04:10 이건 내 연락처에서 찾는…
11. 00:12 04:30 ID로 찾는 것 어려워요…
00:1212.
Pressing search icon and exiting out
and moving to my friends menu
and then to camera screen
04:30 (As she presses find friends
icon..) 이걸 누르면 그게 있어야
지… 옵션이 있던가…
Moving back and forth between
find friends and my friends menu
and pressing search icon on find
friends menu page
00:10 05:30 모르겠는데…? 어째…?13. Failed to add a new friend with the
friend’s ID.

User Test
58

Evaluation
1.
00:05
00:102.
Pressing cancel twice to camera
screen
Pressing circle button on camera
screen, taking a snap and watching
the replay of recorded video and
then pressing cancel twice and
accidently closed Snapchat
It is unclear to the user why
Snapchat needs to access the
user’s location to activate filter
option.
Reopening Snapchat and taking a
snap
05:33 Time limit도 있어?
00:10
00:15
3.
Swiping the screen and pressing on
‘turn on filters’ and then pressing the
button ‘I want filters’
00:086.
Task 3.
Take a snap, add filter, set
the time limit to 5 seconds
and send it to a friend.
05:35 어? 이거 비디오야?
05:38 닫혀버렸어…
Pressing stopwatch icon and setting
00:134.
5. Pressing saving icon and add to
story icon
Unless user swipes the screen the
filter menu is hidden and there is no
instruction or buttons for filters.
Pressing the check box for ‘Front-
Facing Flash’ and then check box
for ‘Filters’ and pressing okay to the
pop-up that says ‘Snapchat would
like to access your current location’
00:087. 06:34 왜애..?
06:49 꺼진거야 설마??Pressing moving back button on the
top left in Android location service
menu and pressing cancel and
then reopening Snapchat
8. Snapchat closed accidently: when
user presses cancel button at the
location service menu, it was
supposed to return to additional
services menu of Snapchat.
06:53 아아.. 왜꺼지는데…ㅋㅋ
00:15
Pressing left arrow on the top and
following the instruction on the
center of the screen: swiping for
filters
9. 07:01 다시해야돼 설마…?
아 아니다! 됐다!
07:08 아아.. 이런 효과를 넣을 수 있는
거구나
00:14
Pressing send button, selecting a
friend and pressing send button
again
10.
00:10

User Test
59

Evaluation
1.
00:03
00:102.
Pressing the top left area to go to
camera screen
Pressing and holding circle button
Watching the recorded video and
pressing pencil icon and drawing
something
00:13
00:08
3.
07:30 Take a video는 아.. 이렇게 길
게 누르면 되는거야?
Pressing send button and selecting
a friend and then pressing ‘Send
to…’ button on the top left
00:104.
5. Pressing the arrow next pencil icon,
pressing send button and then
pressing send button again
Task 4.
Take a video, draw
something, select a friend to
send it to, go back and
erase the drawing and then
send it to the selected
friend.
Recording a video is not available
in button but only available by
action – holding. It is hard to know
how to record a video for novice
user.

User Test
60

Evaluation
1.
00:09
00:102.
Tapping on the chat list, swiping on
the chat list and holding, tapping
on the chat list again and then
swiping
00:063.
07:53 어..?
Dragging the top menu bar of
Android system a few times and
exiting out from chat screen,
tapping on chat list and then
swiping to get in and then holding
on sent message
00:124.
Task 5.
Send a chat with only text
and check the time the text
is sent on the chat page.
Although she swiped correctly to
enter the chat list and saw the chat
screen, she was unsure.
Typing on the blank box and
pressing yellow button next to it and
then pressing cancel button when
she saw camera screen with
caption she typed
Pressing the blank box again for the
keypads to appear and pressing ‘전
송’ button on the keypads
Tapping on sent message several
times and then swiping on the
screen
00:135. 08:24 어! 여기 있다! The time messages are sent is
hidden and user has to swipe to
check the time. It should be
marked somewhere visible.

User Test
61

Evaluation
1.
00:06
00:072.
Swiping on the chat list and then
swiping left twice to move back to
camera screen
00:143.
Pressing the check box for ‘My
Story’ and pressing add and
pressing send button
00:124.
Pressing circle button, pressing add
to story button, save to device
button
Pressing on screen, typing, and
pressing saving icon, and then
pressing send button
After pressing add on the pop-up,Task 6.
Take a snap, add text, save
it to your device and add it
to your story.
Because how to add caption is not
instructed anymore once the user
has sent a snap, it is hard to figure
out how to add caption. There
should be indication, either image,
icon or text, to help user add
caption as well as filters.
user has to press the send button
again.

User Test
62

Evaluation
1.
00:06
00:052.
Pressing on her ID, pressing on the
text and image underneath it
Pressing setting icon and pressing
delete button on the pop-up
Task 7.
Delete a photo on your story.

User Test
63

Evaluation
1.
00:05
00:072.
Pressing friend’s ID, and pressing on
setting icon
Pressing on the type box and
typing, and then pressing save
button
Task 8.
Edit display name of a friend
on your friend list.

User Test
64

Evaluation
1.
00:04
00:122.
Pressing friend’s ID, and pressing on
setting icon and cancel button
Pressing my friends button, pressing
cancel button and reopening
Snapchat
Task 9.
Send an image to a friend
from your gallery.
User kept closing Snapchat by
pressing cancel button. There
should something to stop the user
f r o m c l o s i n g S n a p c h a t
unintentionally.
09:25 왜 자꾸 나가?
00:093. Swiping right and swiping right on
chat list, pressing the yellow button
and then pressing squircle on the
bottom right
00:154. Selecting a gallery and selecting a
photo
It takes such a long time to load
gallery, photos and brining the
photo to camera screen.
00:035. Pressing send button

User Test
65

Evaluation
1.
00:03
00:082.
Pressing cancel button, pressing
setting menu icon
Scrolling down and pressing on
‘Share stories to…’
10:03 음…
여기있다!
00:023. Pressing on custom on the pop up The user did not bother to read the
instruction at the top that said ‘Block
friends from seeing your Story’.
Task 10.
Go to setting menu and set
‘share stories to’ option as
custom.
10:05 됐다! 된거야??
00:064. Pressing the check box and then
pressing the ‘Stories Privacy’ to exit
out from the page
10:11 아아…! 됐어

User Test
66

Evaluation
Task PerformanceSunghyun Nam / Novice
1.
00:34
00:152.
Pressing sign up button and typing
email address, password, birthday
and pressing sign up
Password had to be longer so
retyping password and press sign up
00:51 으아… 비밀번호 8자리 눌러야돼
00:143. Typed in user name and pressed ‘완
료’ button on keypad but nothing
happened so pressed type box
again and re-pressed ‘완료’
Nothing happened when he
pressed completion button, maybe
because the user name is too short,
but because there is no descriptions
explaining why, it confused the
user.
01:05 완료가 안되는데?
00:204. Retyping another user name,
pressing continue, and pressing
verify on verify number page and
then pressing send via SMS on the
pop-up
Task 1.
00:225. Checking the SMS and typing
verification code and then pressing
verify button
00:246. Pressing any image and pressing
done
02:28 Ghost? Ghost가 뭐야? Did not understood the instruction
that said ‘Select all images
containing a ghost.’02:50 무슨 말인지 모르겠어
00:207. (Instructions told the user ‘You did’nt
identify all of the images. Please try
again.’) Selecting all the images
containing ghost and pressing done
03:03 아!~ 이 귀신 말하는거야?
미친…
00:058. Pressing continue and pressing
don’t allow

User Test
67

Evaluation
1.
00:13
00:202.
Swiping right and pressing search
icon and typing ID on search bar
Pressing ‘X’ shaped button on the
right and pressing snapchat button,
pressing cancel and reopening the
Snapchat
00:153. 01:05 완료가 안되는데?
00:124. Pressing plus icon and tapping on
the friend’s ID several times in a row
Task 2.
the friend’s ID.
03:38 엔터가 없어
Pressing three lines icon, pressing
search icon and typing ID
Because there is no confirmation
pop-up or notification, user kept
tapping on the ID expecting for
something to tell him that the friend
is added.

User Test
68

Evaluation
1.
00:05
00:062.
Pressing cancel three times to move
to camera screen
Pressing three lines icon, pressing
cancel button and pressing squircle
on the left and then pressing cancel
again to camera screen
00:093.
00:074. Pressing pencil button, drawing
something and pressing arrow
shaped button
Pressing the circle and pressing add
to story button, save button
Task 3.
04:34 Filter?
04:40 아닌데…
00:045. Pressing stopwatch and pressing
cancel button
04:43 이건 타이머고…
00:056. Pressing add to story again and
pressing cancel button on the pop-
up
00:057. Pressing send button and pressing
send to… button to go back
00:078. Swiping and pressing ‘I want Filters’,
and check box for filters
00:139. Pressing okay in the pop-up and
pressing ‘내 위치 정보 사용’ check box,
then pressing ‘동의함’ and then press
cancel
00:0510. Pressing cancel again and swiping
and pressing send button
00:0311. Selecting a friend and press send
Unless user swipes the screen the
filter menu is hidden and there is no
instruction or buttons for filters.

User Test
69

Evaluation
1.
00:07
00:052.
Pressing cancel to camera screen
and press switch camera and then
swipe right
Swiping left and pressing switch
camera and then swiping left
00:093.
00:064. Pressing cancel and then swiping
left three times and then right two
times
Pressing my friends and swipe right
and then pressing search menu and
setting menu scrolling down
00:035. Pressing the circle button for a
second
06:49 어..? 어떻게 된 것 같은데…?
00:106. Holding the circle button and press
send button
00:107. Pressing cancel and pressing pencil
icon and then drawing something
00:068. Pressing send button and cancel
button after selecting a friend to
send it to
00:099. Pressing arrow next to pencil icon
and pressing send button and then
pressing send button again
Task 4.
Take a video, draw
friend.
06:19 비디오가 어디있어 Recording a video is not available
in button but only available by
action – holding-, it is hard to know
how to record a video for novice
user.

User Test
70

Evaluation
1.
00:04Tapping the chat list twice and then
swiping
00:042. Swiping on the sent chat twice
00:083.
00:064. Pressing on a friend’s ID and
pressing score and then setting icon
Pressing the arrow on the top left
and swipe twice to my friends menu
00:055. Swiping right three times to chat list
menu
00:056. Holding on chat list and swiping
right and then left
00:077. Swiping on the chat list tap, and
repeating it again
00:068. Swiping on chat list and tapping on
blank box with ‘Send a chat’ at the
bottom and type
00:119. Pressing the yellow button and
pressing cancel button and then
pressing ‘전송’
Task 5.
is sent on the chat page. 08:42 아! Send a chat!
00:0710. Tapping on the message several
times to check the time
00:1011. Pressing the yellow button and
swiping right and then pressing
cancel
09:20 아 시간 어떻게 보지?
09:33 아 모르겠어…
The time messages are sent is
hidden and user has to swipe to
check the time. It should be
marked somewhere visible.

User Test
71

Evaluation
1.
00:05
00:102. Pressing circle button and pressing
save to device button and then
swiping
Pressing cancel twice and swiping
left
00:033.
00:064. Pressing pencil button and holding
on pencil button and pressing
pencil button again
Pressing send button and pressing
cancel
00:135. Tapping on the screen and tapping
on the caption again and typing
and pressing ‘완료’
00:046. Pressing save it to device button
and pressing cancel
00:147. Swiping right and pressing setting
menu icon, pressing cancel and
then re-entering and exiting setting
menu again
00:118. Pressing cancel once to camera
screen and pressing three lines icon
to my friends menu and swiping
right twice to chat list
Pressing cancel to camera and
swiping right to chat list, pressing
cancel button and then pressing
three lines icon and my friends
button
00:129.
00:2610. Pressing cancel and reopening
Snapchat going to my friends menu
and tapping his ID a few times… He
kept wandering around the
application for a while…
Task 6.
to your story.
10:15 음…?
찾았다
Unintentional exits occur frequently
as there is nothing to prevent the
user from closing the application.
The user may not have even
guessed that the send menu inside
the chat list is different from default
one

User Test
Evaluation
Task 7.
Because task6 was not performed, task 7 could not be performed

User Test
73

Evaluation
1.
00:06
00:102. Press edit display name on the pop-
up and type new name and then
press save
Tapping on friend’s ID three times
and pressing setting icon
Task 8.

User Test
74

Evaluation
1.
00:05
00:072. Press cancel and swipe right twice
Pressing on a friend’s ID and
pressing setting icon
00:073.
00:074. Press blank box at the bottom and
press cancel
Tap five times on chat list and swipe
00:155. Pressing home button on the
device, entering gallery, and a
photo album and then holding on a
photo
00:066. Pressing cancel button and then
pressing home button
00:097. Reopening Snapchat and moving
the finger around the screen and
tapping on sent messages
00:038. Pressing cancel to exit from chat
screen to chat list
Going into settings menu and
carefully looking through the listed
menus
00:129.
00:1110. Pressing ‘Receive Snaps from…’
and pressing cancel button twice,
returning back to chat list
Task 9.
from your gallery.
13:07 아 연동되어 있는게 아닌가…?
00:0611. Pressing cancel and holding circle
button on the camera screen
13:50 앨범… 이게 아니라…
00:0612. Pressing cancel to exit and pressing
three lines icon to my friends menu
and swipe left to find friends menu
00:0313. Swipe right three times to chat list 14:06 없는 것 아니야…? Because sending a snap from
g a l l e r y m e n u i c o n i s o n l y
accessible through chat screen
sending button, and inaccessible
from default camera screen, it may
cause confusion.

User Test
75

Evaluation
1.
00:08
00:062.
Swiping left three times and pressing
Snapchatters in my contacts and
then pressing `Snapchatters who
added me
00:033.
00:074. Pressing ‘Share stories to…’ and
pressing custom on the pop-up
00:046. Pressing cancel from ‘Stories
Privacy’ menu
Task 10.
custom.
Swiping right three times and
pressing settings icon
Swiping right three times and
pressing settings icon
15:05 아하! 됐어! When the user tapped on custom
option, the user was moved to
‘Stories Privacy’ menu and from
there she was supposed to block
friends from seeing her story as it is
instructed at the top of the page,
but he did not bother to read the
instructions, maybe because either
it is in English or it is to long.

User Test
76

Evaluation
Task PerformanceJieun Yoon / Intermediate
1. Pressing log in, typing ID and
password and then pressing log in
button
Step #
Task 1.
Process Time Think Aloud
00:25
Pressing the bottom left squircle
button at default camera screen
00:05
Tapping the chat list with Team
Snapchat, and following the
instruction, which appeared and
said “swipe right to chat”
00:07
2.
3.
Error / Problem found

User Test
77

Evaluation
1. Swiping right to exit from chat
screen
Step #
Task 2.
the friend’s ID.
Process Time Think Aloud Error / Problem found
00:02
2. Swiping right twice to move to
friends menu
00:02
00:173.
Pressing search icon, typing friends
ID, pressing on friends ID several
times, and then pressing on the plus
icon next to the friend’s ID to add
the friend
00:024. Pressing the refresh icon on the top
right corner
Although there is change in shape
of plus icon, because there is no
confirmation that tells the user that
friend is added to the user’s friend
list, user may not be sure whether
the task is completed correctly.
01:36
됐어…?Staring at the screen and tapping
on the friend’s ID once again but it
only shows the friend’s scores
00:075.
01:42 됐다.Pressing refresh icon, pressing
physical menu on the device and
pressing cancel button on the
device
00:116.
01:47 응..?
Search
Button
Refresh
Button
Plus
button

User Test
78

Evaluation
1.
Swiping left and tapping the circle
icon on camera screen
Step #
Task 3.
00:05
2. Swiping right at the screen that
showed taken photo and pressing
‘Turn on filters’ button
00:06
00:053. Tapping check box for filters at the
additional services screen
User seemed to be confused when
she was moved to additional
services page from the camera
screen and thus was looking for the
menu for performing the task 3.
02:15 필터…

User Test
79

Evaluation
4.
Step #
Task 3.
00:057. Swiping right twice and then
pressing ‘Turn on Filters’ button
again
The user did not understand why
Snapchat would like to access her
c u r r e n t l o c a t i o n w h e n s h e
activated filter function.
02:24 에엥..?
Reading the pop-up, which said
‘Snapchat would like to access your
current location, and pressing
‘Don’t Allow’
00:07
9.
02:19 노우…
Pressing the check box for special
text
5. 00:04
00:04 02:29 뭐지…?Pressing the arrow at top left corner
to go back to previous camera
screen
6.
02:35 필터 어떻게 하지…?
00:08Staring at the additional services
page for a moment
8.
00:03Pressing the check box for filters and
pressing ‘okay’ on the pop-up that
appears
Observing the location services
menu of the Android device, to
which she was moved, and pressing
cancel button
00:04 02:50 에엥?10.

User Test
80

Evaluation
11.
Step #
Task 3.
03:00 어어… 됐다..
Pressing the top left arrow again to
go back and pressing the icon on
the bottom for different function
and then pressing cancel button
again
00:05
Swiping right again12. 00:02
03:02 아하!! 아까~ 그거 오케이 해야
되는구나~
00:04Pressing the bottom right button to
send, selecting a friend from the list
and then pressing the bottom right
button again
13.

User Test
81

Evaluation
1.
Step #
Task 4.
Take a video, draw
friend.
Pressing cancel button to go back
to camera screen from chat list
menu
00:02
Staring at the camera screen,
swiping right and then swiping left
to go back to camera screen
2. 00:05
00:02Holding the circular button for a
second or two – but pop-up informs
the user that video recording failed
3.
Holding the circular button again
and taking the finger tip off and
then looking at the screen
03:55 찍힌건가?4. 00:15 User was not sure whether the video
has been recorded even though
the recorded video was being
replayed. Thus it seems like there
should be a sign that tells users the
video is being replayed.
Pressing the pencil shaped icon at
the top left corner and choosing a
color and then drawing something
5. 00:06

User Test
82

Evaluation
6.
Step #
Task 4.
Take a video, draw
friend.
Pressing bottom right send button,
selecting a friend to send it to, and
then pressing cancel button to go
back
00:05
Pressing the curved arrow on at the
top and pressing the send button
and then pressing the send button
again at the ‘Send to…’ menu
7. 00:06

User Test
83

Evaluation
1.
Step #
Task 5.
is sent on the chat page.
Tapping on the chat list, swiping left
and then swiping right to come
back to chat list menu
00:06
Going back and forth between
chat list menu, camera screen, and
my friends menu, looking for the
right button
2. 00:13
05:28 으으음…
05:32 텍스트만 어떻게 보내지?
Pressing purple squircle button with
2 written on it at the bottom right
button and swiping right to camera
screen
00:023. The number marked on the squircle
is hard to know what it stands for
even when user presses the icon.
Pressing top right icon at the
camera screen and pressing
squircle button at the bottom left
successively
00:034. Because there is no button for
sending a text only chat, user may
get lost looking for a short cut or the
button.
Tapping a chat list again, and then
swiping on the chat list with a friend
00:035.
06:03 으응Tapping on the black box at the
bottom and typing text, and then
pressing ‘전송’ on the keypad
6. 00:09
06:30 Check time 못하겠어…
여기서 하는거야…?
Tapping on the top left area, going
back to chat list menu, and tapping
on the chat list and then swiping
again to get in
Even though the user knows how to
get into the chat screen, she kept
tapping instead of swiping. It may
be because tapping action is more
comfortable or habitual for users.
7. 00:06
Going back to chat list and tapping
and then swiping again to go back
to chat screen
8.
Moving back to chat list and
tapping the list and checking the
text that appears and says ‘1분 전’
9.
00:06
00:03 07:20 이렇게.. 으음.. 어엉.. She did not know how to check
time because it appears only when
the user swipes right at the chat
screen.

User Test
84

Evaluation
1.
Step #
Task 6.
to your story.
Swiping left to camera screen and
pressing the circle
00:06
Pressing on the taken photo and
typing and then pressing the
bottom button to add it to her story2.
00:11
07:26 으응 나 이거 할 수 있어
00:043. Pressing Add on the pop-up and
looking at the my friends menu
screen after user is moved to my
friends menu
07:52 했어! She omitted saving task.
Add to
my story
button

User Test
85

Evaluation
1.
Step #
Task 7.
Pressing the circular photo infront of
her ID at my friends page, and
pressing and holding on the photo
that shows underneath her ID
00:04
2.
3.
4.
Pressing gear shaped icon on the
right to her ID and exiting back to
the my friends menu
00:05
Pressing on upper circular photo
and lower circular photo wondering
how to delete the photo
5.
00:18
00:07 08:43 내 페이지가 따로 있나?
00:06Holding on the photo next to her ID
and taking her finger off and
repeating the action again.
08:16 어떻게 지우지…?
08:36 이거 어떻게 지워…?
Swiping left, swiping left again,
swiping right, back to my friends
menu and then swiping right and
back to my friends menu

User Test
86

Evaluation
6.
Step #
Task 7.
Pressing the circular photo, pressing
the gear icon next to the ID and
exiting out from the pop-up
00:10
7.
8. Swiping right three times and
swiping left twice to my friends men
Because the gear icon is hidden for
the photo that appears after
tapping on the ID or circular image
next to the ID it is really hard to
figure out how to delete the snap
from my story.
00:15 09:18 어떻게 지워…?
08:53 이거..이거.. 왜 이름 수정하는 것
밖에 안나오지…?
Swiping left and pressing on
phonebook shaped icon, which is
the icon for snapchatters in my
contacts
00:10
09:22 내..내가 찾아 내야돼?
Pressing the photo next to ID 00:029. 09:59 원래 이렇게 누르고 그러면 삭
제.. 뭐 이런게 떠야하는 것 아닌
가?

User Test
87

Evaluation
1.
Step #
Task 8.
Holding on a friends ID 00:03
2.
08:53 이거..이거.. 왜 이름 수정하는 것
밖에 안나오지…?
Tapping on a friends ID and pressing
‘Edit display name’
00:07
Typing another name on the blank
box and pressing save button
3. 00:12

User Test
88

Evaluation
1.
Step #
Task 9.
from your gallery.
Swiping right twice and swiping left
three times and then swiping right
twice again to camera screen
00:17
2.
Because sending a snap from
g a l l e r y m e n u i c o n i s o n l y
accessible through chat screen
sending button, and inaccessible
from default camera screen, it may
cause confusion.
10:54 내 갤러리에 있는 사진도 보낼 수
있구나…
Pressing switch camera icon twice 00:02 11:02 아닌데 이건…
00:10Swiping right once and swiping left
three times and swiping back to
camera screen
3.
Pressing three-lines icon 00:024. 11:33 모르겠어! 들어갈 수 있어?
11:40 없는데? 아이콘이?
없잖아…
여기(camera screen)있어야
되는거 아니야?

User Test
89

Evaluation
1.
Step #
Task 10.
custom.
Swiping right to chat list screen and
then moving right to find friends
menu
00:13
2.
When the user tapped on custom
option, the user was moved to
‘Stories Privacy’ menu and from
there she was supposed to block
friends from seeing her story as it is
instructed at the top of the page,
but she did not bother to read the
instructions, maybe because either
it is in English or it is to long.
Swping right to my friends menu
and tapping on the ID
00:12
Scroll down and up and then
tapping ‘Share stories to…’ under
privacy
4. 00:09
Swping right twice to chat list menu
and tapping settings icon
3. 00:04
5. Tapping custom on the pop-up 12:53 했어!00:02

User Test
90

Evaluation
Task Performance Results
# of Steps
Task 1: Join or Log in
Completion # of Steps Completion # of Steps Completion
10 O 3 O
6
13
7
O
O
O
Task 2: Add a friend with ID 13
10
5
O
O
X
Task 3: Snap with filter
Task 4: Video with drawing
8
4
11
9
O
O
O
O
Task 5: Text only chat & check
time 5 O 11
X
Failed checking time
9
X
Failed checking time
Task 6: Save to device and
add to story X
Omitted saving task
34 O 10
X
Failed adding to story
Had difficulty trying
to 'add the snap to
his story'
Task 7: Delete a photo on
your story
X
Because task6 was
not performed, task 7
c o u l d n o t b e
performed
Task 8: Edit display name
2 O 9 X
Task 9: Send an image from
gallery
3 O2 O 2 O
4
X
Had most difficulty
performing task and
was totally lost
13
X
Had most difficulty
performing task and
was totally lost
5 O
Task 10: Set ‘Share stories to’
as custom
5
O
However, omitted
pressing the check
box for blocking
specific users.
O
However, omitted
pressing the check
box for blocking
specific users.
64 O

User Test
91

Evaluation
Post Questionnaire

User Test
92

Evaluation
Post Questionnaire
What was
the most satisfying task?
Reason for such satisfaction •  It is easy to find buttons or menus for task
performance.
•  It is easy to recognize buttons for task
performance.
•  The result of the task was close to the one
I expected.
1.  Sign up / log in and read the snap from “
Team snapchat”.
2.  Add a new friend by typing the friend’s I
D.
3.  Take a snap, add filter, set the time limit t
o 5 seconds and send it to a friend.
8. Edit display name of a friend on your frie
nd list.
4.  Take a video, draw something, select a f
riend to send it to, go back and erase th
e drawing and then send it to the select
ed friend
10. Go to setting menu and set ‘share storie
s to option as custom
1.  Sign up / log in and read the snap from “
Team snapchat”.
5. Send a chat with only text and check th
e time the text is sent on the chat page
6. Take a snap, add text, save it to your de
vice and add it to your story
•  The function of the task is attractive
(outstanding)
•  The function of the task is attractive
(outstanding)

User Test
93

Evaluation
Post Questionnaire
What was
the most dissatisfying task?
Reason for such dissatisfaction
6.  Take a snap, add text, save it to your de
vice and add it to your story.
7. Delete a photo on your story.
9.  Send an image to a friend from your gall
ery.
10. Go to setting menu and set ‘share storie
s to’ option as custom.
6. Take a snap, add text, save it to your de
vice and add it to your story.
9. Send an image to a friend from your gall
ery.
2.  Add a new friend by typing the friend’s I
D
3.  Take a snap, add filter, set the time limit t
o 5 seconds and send it to a friend
6. Take a snap, add text, save it to your dev
ice and add it to your story
•  It is hard to find buttons or menus for task
performance.
•  It is hard to recognize buttons for task
performance.
•  Instruction that helps task performance is
either absent or ambiguous.
•  The result of the task was different from
the one I expected.
performance.
•  It is hard to recognize buttons for task
performance.
•  Instruction that helps task performance is
either absent or ambiguous.
•  The process to perform task is too long
and complicated.
performance.
•  The process to perform task is too long
and complicated.
•  동작들을 알기 힘들었다. 어떤 동작을 해야 원하는
화면이 나올지 모르겠다.

User Test
94

Evaluation
Post Questionnaire
Have you used Snapchat
before?
What is your thought towards
Snapchat?
What strength do Snapchat
have compared to other similar
applications?
What weakness do Snapchat
have compared to other similar
applications?
사진 찍어서 빨리 보낼 때 편리하다
Yes
안 좋다고 생각했는데 역시나 구체적인 테스크를 수행
해 보니 더 불편한 점이 많았다.
아이콘이 왜 숨겨져 있나, 설명이 있었으면 좋겟다. 알
기어려운 아이콘들…
주요기능에 대한 설명을 설정 전까지 인지 시켜 으면…
후에 궁금하면 바로 찾아 볼 수 있게…
카톡은 부가기능을 텍스트로 표시하여 설명해준다. 따
라서 자주 쓰지 않는 기능이라도 쉽게 사용할 수 있다.
그리고 Snapchat은 사진을 보내다가 채팅을 하려고
하거나 직접 찍어 보내지 않고 갤러리 사진을 보낼 때
너무 헤매게된다.
No
답답한 어플리케이션
친절하지 않은 ui

뱅뱅도는듯한 기분

No
음..
재미는 있지만 사용상 어려움이 많아서 잘 사용하
지 않을 것 같다.

모르겠다 사진이나 동영상에 바로 글씨 쓰는 기능은 괜
찮은 것 같다

색감과 여러 애니메이션 효과랑 재치 있는 화면 구성
전체적으로 재미있다.

로드무비와 비교했을 때 로그인 과정도 복잡하고 동작
도 힘들었다.

사용 불편, 답답

Problem
Summary
95

Problem Summary
Problems found from Heuristic Evaluation, Cognitive Walkthrough, Cardsorting, and User Test
# Problems
1 Hidden buttons
Editing display name of friend
Editing my story
2 Action problem
Swiping problem
Filters
Moving between menus
Moving to camera screen from chat screen
Checking time of snap
Holding problem
Taking a video
Viewing received snaps
3 Unintuitive icons
Snap status
Default screen icons
Snap buttons from chat screen
4 Inconsistency
Inconsistent buttons to press Sending text message from chat screen
Inconsistent menus’ location and
accessibility
Menu icons in camera screen
5 Menu structure Results from card sorting
Video settings
Manage # of best friends
6 Confirmation problem Adding friends

Intentions
Design
Solution
96

Design Solution
Design solution intentions
Mood board & Color theme
Since Snapchat’s biggest advantage is its simple and iconic design, I aimed for keeping such strength while making the design more
intuitive. Also Snapchat has simple information architectrue, and all the menus and tasks are accessible in short steps is another
advantage. I intended to keep the structural simplicity as well.

Design
Solution
97

Design Solution
Hidden buttons – Editing my story
Current Design
Design Solution
Bars on the side indicate
that there is a hidden menu.
When user swipes on the
bar, hidden menus, saving
and deleting, appear.
Notification confirms that
the task is performed well.

Design
Solution
98

Design Solution
Swiping problem - Filters
Current Design
Design Solution
Swipe inducement to make
the users swipe for using
filters.

Design
Solution
99

Design Solution
Swiping problem – Moving between menus
Current Design
Design Solution
Sliding tabs on the sides
of center induces user
to swipe and move to
another menu.

Design
Solution
100

Design Solution
Swiping problem – Moving to camera screen from chat menu
Current Design
Design Solution
Top left button ‘Snapchat’
moves the screen left to
camera screen but swiping
left also moves the screen
left to camera screen.
Thus, the button should be
on the right side.
Sliding tabs on the sides
of center induces user
to swipe and move to
another menu.

Design
Solution
101

Design Solution
Swiping problem – Moving to camera screen from chat menu
Current Design
Design Solution
The time snaps are sent
is written right on top of
the snap or snap’s
status.
The time snaps are sent are
hidden and only accessible
by dragging the screen
rigth.

Design
Solution
102

Design Solution
Holding problem –Taking a video
Current Design
Design Solution
Instruction on top of the
circle menu will help the
user hold for taking a
video snap.
There is no indication
regarding how to take a
video.

Design
Solution
103

Design Solution
Holding problem – Viewing received snap
Current Design
Design Solution
Arrows on the sliding
tab moves right side,
and the tab turns red if
there is any received
snaps.
To view received snap, user
has to hold. However user
test results have showed
t h a t e v e n t h o u g h
instructions appear when
user just taps on the
received snap, most users
were bothered to read the
instructions, and they were
m o r e a c c u s t o m e d t o
tapping action.
Tapping once will show
the snap right away.

Design
Solution
104

Design Solution
Unintuitive icons – Snap status
Current Design
Design Solution
Icons in front of users’ ids
represent the status of
snaps. However because
there are many variations
using different colors and
s h a p e s , i t i s h a r d t o
recognize.
Unintuitive icons are
changed to ghost icons
with less variation so
that users can easily
recognize.
Video snap Photo
snap
Text
Message
Recipient
viewed
chat
Recipient
took a
screenshot
You have
sent a snap
You have
received one
snap

Design
Solution
105

Design Solution
Unintuitive icons – default camera screen
Current Design
Design Solution
Instructions above the
icons will help the users
recognize what they
are.
Icons on the bottom are
unintuitive.
Sending a chat
from gallery
‘My friends’
menu

Design
Solution
106

Design Solution
Unintuitive icons – sending a snap button in chat screen
Current Design
Design Solution
Sending a chat button
in chat screen is revised
to resemble camera

Design
Solution
107

Design Solution
Inconsistent buttons to press – sending text message from chat screen
Current Design
Design Solution
Instead of pressing the
‘전송’ button next to
snap button, by adding
an enter button only for
texting, user would not
confuse which button
to press.

Design
Solution
108

Design Solution
Inconsistent buttons to press – sending text message from chat screen
Current Design
Design Solution
Menu buttons on every
camera screens are
consistent.
Default camera screen
Camera screen from
chat screen

Design
Solution
109

Design Solution
Menu structures – Video settings
Current Design
Design Solution
According to the card
sorting results, most of
users thought that video
settings should be in
camera page.
Originally only
accessible via setting
menu

Design
Solution
110

Design Solution
Menu structures – Manage # of best friends
Current Design
Design Solution
According to the card
sorting results, most of
users thought that
managing number of
best friends should be in
‘My friends’ page.
Originally only
accessible via setting
menu

Design
Solution
111

Design Solution
Confirmation problem – Adding friends
Current Design
Design Solution
Since there is no
confirmation
description, user is
confused whether a
friend is added or not.

2014 Spring Semester DesignInterface
Contact Info
Hyojin Kim
Korea University
Information and Industrial Design
jinnnie91@korea.ac.kr

Snap chat Interface Analysis Report

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