Multichannel experience in Teams Walkie Talkie
In fast-paced environments like retail stores, hospitals, and warehouses, communication isn’t just important — it’s critical. Yet, for many frontline workers, the simple act of reaching the right person at the right time can be a daily struggle.
This was the pain point we set out to solve: the constant need to switch channels on existing communication tools was causing unnecessary delays, confusion, and frustration for users. Using the Double Diamond Design Process, we aimed to create a seamless solution that would allow frontline workers to communicate effortlessly across departments without the hassle of constantly switching channels.
In this case study, we’ll explore how we approached this challenge, the design thinking that guided our process, and the innovative steps we took to transform Microsoft Teams' Walkie Talkie feature into a more streamlined, user-friendly tool for real-time, cross-departmental communication. As one frontline worker I’ve interviewed puts it:
"With the current setup, I have to keep switching channels just to talk to different teams. If I need to reach the stockroom, I’m on one channel, but then I have to switch over to another channel for customer service or management. It’s frustrating and slows me down, especially when I need quick answers and can’t afford to waste time fumbling through channels."
I began by diving deep into the problem space. I conducted user interviews, shadowed users in their daily routines, and analyzed customer feedback. Our primary users included frontline workers, managers, and team leaders in retail, healthcare, and logistics sectors. These users needed a way to quickly and easily communicate across multiple channels - the experience up until that point only catered for single channel, that meant, switching to different channels multiple times a minute.
The initial research revealed some pain points:
Fragmented Communication: The need to constantly switch between channels to communicate with different teams creates frustration and disrupts workflow. This constant switching is cumbersome and time-consuming, leading to inefficiencies and delays in getting responses.
Frequent Phone Screen Checks: Users have to look at their phones each time they switch channels to communicate with different teams. This frequent need to glance at their screens disrupts their workflow and requires them to constantly shift their attention away from their tasks.
Delayed Communication: The process of switching channels to reach different departments causes delays in communication. When immediate answers are needed, the additional step of changing channels can prevent quick resolution of issues or queries.
As a user, I need a way to communicate across multiple channels so that I can keep track of all that's happening across my business.
With a well-defined problem, I moved on to ideation. I collaborated with cross-functional teams, including product managers, developers, and other designers, to brainstorm potential solutions. We explored various concepts and came up with a version that could be put in front of our users for an initial test.
I went very low fidelity first to speed up the feedback process. These initial explorations allowed me to get feedback from different stakeholders like devs and PMs and validate or discard some initial ideas. Technical constraints were a big part of the final solution.
“5 should be fine for the number of channels a user can select at a time. People would be doing different roles and they’re not likely to look at their phones. Not everyone has their phones in the pockets all the time.” - Store manager
Instead of the usual checkmark next to the channel, Android users would now see checkboxes. They were allowed to pick up to 5 channels at a time but never less than one.
We needed a solution that allowed users to manage communications seamlessly without needing to constantly glance at their screens.
To solve this, we designed an intelligent audio notification system that would inform users whenever a channel was switched in the background. This system was essential to keep users aware of ongoing conversations across different teams or departments without needing to check their phones every few seconds.
The audio tone would alert users whenever the Walkie Talkie feature automatically switched to a new channel with active communication. This smart switching system was configured to prioritize channels based on the order in which they were selected in the channel menu. For instance, if a user had picked the stockroom channel first and customer service second, the feature would switch to the stockroom if both channels had activity happening. This prioritization helped ensure that users heard the most relevant and urgent communications first.
Additionally, we designed the feature to always return to a default channel chosen by each user. This meant that after any communication was completed, the system would automatically revert to the user’s default channel, ensuring they were always connected to their most critical team by default. This setup minimized the cognitive load on users by reducing the need to think about which channel they were currently on, allowing them to focus more on their primary tasks.
One of the many explorations for the landing page of Teams Walkie Talkie now that more channels were being supported. Note the signal in each channel’s pills - we wanted to see if this would help users identify which channels were currently active when looking at their phones.
I conducted usability tests with a group of target users across various industries to gather feedback and assess the effectiveness of these new functionalities. The feedback provided crucial insights into how these design changes performed in real-world environments and highlighted areas for further improvement.
Audio Tone Effectiveness
Positive Feedback: Many pilot users reported that the audio tone effectively alerted them when a channel switch occurred, allowing them to stay aware of important communications without needing to check their phones. Users appreciated that the tone was distinctive yet subtle, ensuring it was noticeable even in noisy environments without being disruptive.
Areas for Improvement: Some users suggested adding customization options for the audio tone, such as volume control or choosing different sounds, to better fit their specific work environments or personal preferences. This feedback highlighted the need to make the alert system adaptable to diverse noise levels and user requirements.
Intelligent Channel Switching
Positive Feedback: Users responded positively to the smart channel-switching feature, particularly the ability to prioritize channels based on the order they were selected in the menu. Many users found that this made it easier to stay connected to the most relevant conversations, especially in fast-paced situations where quick responses were critical. The system’s ability to return to a user-defined default channel also received praise for its simplicity and ease of use.
Areas for Improvement: Some users found the automatic switching between channels slightly disorienting at first, especially when multiple channels were active simultaneously. They suggested incorporating a brief verbal or text notification that identifies the name of the new channel whenever a switch occurs. This would help them quickly understand which team or department they were communicating with and reduce any initial confusion.
The pilot feedback confirmed that the audio tone and intelligent channel-switching system were effective in reducing the cognitive load and allowing for hands-free communication in dynamic work environments. However, it also highlighted opportunities to enhance user control and customization
Some UI problems have also surfaced over time. The name of certain teams can be particularly long and that would affect the pills at the top of the pills menu. For a V2 of Walkie Talkie, we’re looking at bringing overall improvements to the home page as the feature has grown in capabilities beyond what the initial simple UI could bear.
Metrics were important for us because they provided a comprehensive understanding of how well the multichannel communication system was functioning in real-world settings, particularly for frontline workers who needed a seamless and efficient way to communicate.
Priority channels saw an engagement rate increase to 75%, reflecting higher levels of communication activity. This improvement showed that users were engaging more effectively on critical channels, ensuring that important communications were not missed.
What’s Next?
Based on the positive results and feedback from users, here are some of the next steps:
Introduce Customization Options for Notifications
Plan: Develop and release new features that allow users to customize audio tones, including volume levels, sound types, and frequency of notifications.
Goal: Enhance the adaptability of the system to fit diverse work environments and individual preferences.
Implement Enhanced Channel Identification
Plan: Introduce brief verbal or visual notifications that identify the new channel when switching occurs, reducing any potential confusion during transitions.
Goal: Further simplify channel navigation and improve user clarity around communication contexts.
Add a Manual Override Option for Channel Switching
Plan: Provide an optional manual override for users who prefer to remain on a specific channel, regardless of other activity.
Goal: Give users greater control over their communication preferences, catering to unique workflow needs.