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Here we will discuss the protocols and test elements:

Sprint 0: Moderated Contextual Inquiry

Interview Protocol:

1. Introduction and Warm-Up:

• Which communication apps do you use regularly, specifically WhatsApp?
• How often do you use WhatsApp, and for what purposes?

2. Background Information:

• Can you walk me through the process of how you typically use WhatsApp from start to finish?
• What are the main features of WhatsApp that you use most frequently?
• Are there any specific tasks or actions you find yourself repeating often on WhatsApp?

3. Current Usage Patterns:

• Can you recall a recent instance where WhatsApp didn't meet your expectations? What happened?
• Are there any features or functions of WhatsApp that you find confusing or difficult to use?
• Do you experience any technical issues or performance problems with WhatsApp?

4. Identifying Pain Points:

• If you could change one thing about WhatsApp, what would it be?
• What frustrations or challenges do you encounter while using WhatsApp?
• Are there any tasks or actions that you find particularly cumbersome or inefficient within WhatsApp?

5. Desired Improvements:

• Are there any features or functionalities you wish WhatsApp had?
• How do you think WhatsApp could better meet your needs or preferences?
• Is there anything specific WhatsApp could do to improve your overall experience?

6. Competitor Comparison:

• Have you tried any other communication apps? If so, how does WhatsApp compare to them?
• Are there any features or aspects of other apps that you prefer over WhatsApp?
• What do you think sets WhatsApp apart from its competitors, if anything?

7. Future Expectations:

• What do you envision as the ideal communication app for your needs, considering WhatsApp?
• Are there any emerging trends or technologies you would like to see integrated into WhatsApp?
• How do you see the future of communication apps evolving, and what role would you like WhatsApp to play in that evolution?

Moderated Usability Test

*Contextual: Assuming that the identified core flows that needed attention were:

1. Sending messages using a single-hand typing technique
2. Sending emojis that resonate complex emotions like “looks cute”, “surprise” etc.
3. Adding someone to the chat lists without saving their contact card.