In the usability study, people were struggling with the current interface for sending messages. It's looking quite dated. There is functionality included so that a list of users can be built up over time, but it looks like this functionality is more of a disadvantage than an advantage. It needs to be rehauled completely to look modern. The WHOLE messaging system. This could be an epic in itself.

Users tried to remove users form the list, and when there was a long list, this was cumbersome. It would have been better for users to return to the original list of users to do this.

For users, it was not clear that sending a message required a two-step process: preview then send. It didn't seem necessary to have the preview. Users wanted to send without a preview, but they could not see how to do this.

Recommendations

• Instead of having a list of users, make it a horizontal list akin to email composition process.
• Remove the Preview button, replace with a Send button and Cancel button.

This was an issue for 2/6 participants.