Buz Handsfree Mode was a project I championed with great enthusiasm, conducting and moderating several rounds of user interviews and analyzing feedback from the App Store and Google Play Store.
This initiative laid the foundation for a possible future redesign of the Buz user experience. I applied insights from the research to create wireframes, user flows, and prototypes, ensuring that the work aligned with the company’s long-term vision: “Communication Made Easy.
Many users find Buz's functionality confusing. Core features intended for convenience, such as 'auto-played voice messages,' 'Available Mode,' and 'Quiet Mode,' are often difficult to understand and perceived as disruptive. This confusion leads many new users to abandon the platform within two days. Those who remain typically rely heavily on Quiet Mode, resulting in missed messages and eventual inactivity.
Feedback collected from user interviews, the App Store, and Google Play Store
At the time Buz’s primary user base consisted of…
Parents or young children who want to be able to respond as fast as possible.
Young professionals who are constantly on the go.
Gen Z users who want to communicate right away.
These three groups are who I wanted to target in my user research to gather better insights to my problem and user research.
Prevalence
61% of drivers communicate (e.g., calls, texts) while driving, while 39% avoid any communication.
Method Preference
Calls are the least disrupted by driving, while texting sees the highest drop-off due to difficulty.
Age Trends
Communication peaks at ages 30-34; younger and older drivers communicate less, likely due to confidence in multitasking.
Top Concerns
Safety (72%) is the leading barrier, outweighing legal consequences like fines (40%). The problem is compounded by users having difficulty multitasking.
Situational Preferences
Drivers prioritize urgent or safe communication (e.g., loved ones or work-related).
Interaction
Drivers use a mix of voice commands and tapping based on the action.
Voice
Voice commands are popular but criticized for inaccuracy.
Security
Privacy concerns limit the adoption of voice commands, especially among younger drivers.
Interest
82% are willing to try a new driving communication app if it prioritizes safety.
Demographic Variance
Frequent and long-duration drivers show more interest.
Older, and non-communicating drivers show less interest.
🛡️ Safety-First Approach: Ensure designs meet the top concern of safety by minimizing distractions and errors.
🎤 Improved Voice Command: Focus on improving accuracy and supporting diverse languages/dialects.
📱 Seamless Integration: Make apps compatible with existing habits (e.g., GPS and music) and in-car systems.
With these key takeaways, I had clear goals on what to focus on in the design phases of the project.
Mode Switching
This includes the process of transitioning from the default version to Handsfree mode.
Overlay
This feature was designed for Android, using bubbles to create a simplified Buzz UI over a maps app.
Speaking and Receiving Messages
Using tap interactions to send messages was shown to be the most comfortable method based on my user research.
Difficulty Finding Handsfree Mode
Users struggled to locate the option to switch to Handsfree mode.
Vague Onboarding
The onboarding process was too vague, leaving users confused about the full range of features offered
Uncertainty About Message Status
Some testers expressed uncertainty about whether their messages were successfully sent.
To address the issues identified in the previous design, I made the following updates...
Moved The Mode Switch To The Home Screen
Testers expected a major feature like this to be prominent and easily accessible, so I placed it front and center.
Enhanced The Onboarding Experience
I wrote a more in-depth onboarding section that clearly explained how to use Handsfree Mode.
Added Dynamic Animations
These animations emphasized the action of sending a message, providing clear feedback to the user.
Using heat mapping and eye tracking, we tracked user behaviors to accurately gauge how users interacted with the feature. Misclicks and time to complete tasks were dramatically reduced.
1. Continue improving the visual design and communication.
2. Perform user testing with a larger sample size.
3. Explore map overlay options for iOS.
4. Conduct additional technical tests.
This project was a valuable opportunity to lead a user research effort, from identifying the need for a new feature to its successful execution. It was a rewarding experience to oversee a critical initiative that would contribute to the future growth of Buz.
As the lead designer and researcher, I was responsible for managing communication and delivering insights to key stakeholders. Additionally, I had the unique opportunity to present and advocate for our work to investors, further demonstrating the value of user research in driving impactful decisions.
Andrew Lau: Lead Project Manager
Yiwai Huang: Design Lead