Abstract

This case study explores the implementation and impact of introducing the 'New Message' feature on WhatsApp, one of the most popular instant messaging applications globally. The feature allows users to initiate conversations with new contacts by providing a simplified and user-friendly interface. The case study deep dives into the process of developing and integrating the 'New Message' feature, highlights its benefits and analyzes the impact on user engagement and overall user experience.

While WhatsApp offers tons of features such as messaging, voice calling, video calling, media sharing, and more, there are still some areas that pose challenges. Despite its extensive capabilities, there is one particular issue that stands out: the inability to send an initial message directly to a new number. Currently, the first step required is to add the new contact before initiating a conversation.

Let’s assume a scenario

Last night, I went to a party and to get there I had to book a cab. The cab driver was new and could not locate my address and asked me to share my location as he needed clarification. I thought why not - that’s super convenient with WhatsApp, but…

1. Add new contact
2. Tap on the message icon
3. Share the location

Points to note:

• There’s no point of saving a random cab driver’s number as I won’t be needing it in future
• The process is hectic, time consuming, and worthless
• His chat is still visible on my list
• I don’t know if he saved my number or not but he can still send me a new message which may be unsolicited

Solution