Google Gmail chat and Hangout: Integration

Google Gmail chat and Hangout: Integration

Google Gmail chat and Hangout:
Integration Usability Test Report
April 30, 2012
Professor Laura Leets
Georgetown University
By
Antoine Jaoude
&
Paulette Waltz
Jaoude, Waltz
i
Table of Contents
Table of Contents ............................................................................................. i Executive Summary ........................................................................................ 1 Project Description ......................................................................................... 1 Usability Test Objectives ................................................................................ 2 Methodology ................................................................................................... 3 Test Results ..................................................................................................... 5 Recommendation ............................................................................................ 9 Appendices .................................................................................................... 13 Jaoude, Waltz 1
Executive Summary
The primary objective of this Usability Test is to evaluate and assess
the Google Gmail chat user experience. In particular, we will examine
how Google Gmail chat integrates with Google’s newly-released
Google Hangout, which is a videoconference application. To that end,
we conducted a usability test to evaluate how people familiar with
Google Gmail chat could learn to start a Google Hangout session.
Eight Google Gmail users from different demographics were recruited
and tested. All participants owned a Google account and chatted at
least once using Google Gmail chat from the Gmail webpage. The
resultant data collected unraveled a handful of usability and
integration issues.
As a result, enhancing the overall User Interface (UI) learnability
could curb any potential user migration to other competitive platforms
such as Microsoft Messenger (MSN) or Yahoo Messenger (YM). In the
Recommendation section of our Usability Test, we put forward a
detailed action plan accompanied by a handful of visual
recommendations. Both the latter and the former will enumerate to
Google Management a handful of user experience attributes that
would enhance the overall Google Gmail chat user experience and
most importantly, further integrate Google Gmail chat with Google
Hangout.
The test we conducted should further clarify for Google Management
what disgruntles their users upon interacting with the Hangout UI
while using Google Chat. The resultant qualitative and quantitative
data collection showed that Google Gmail chat would benefit
exceedingly from implementing the following: additional graphic UI
features that integrate Google Gmail chat with the newly-released
Google Hangout videoconference feature.
Furthering graphic integration across platforms would further
standardize the Google product line such as Google Gmail chat and
Google +. This would bolster the overall Google brand equity on the
financial level, irrespective of the free service that Google provides.
Bolstering the brand equity is inextricable with positive financial
externalities in the long run; improving the overall Google brand
equity would increase their share in other paid service businesses.
Project Description: Google Gmail chatand Hangout
Google Gmail chat is an Instant Messaging Service (IMS) integrated
within the Gmail webpage. Google Gmail chat provides both chat and
Jaoude, Waltz 2
single-user video service. Released in August 2005, Google Gmail chat
works either through the Google client interface or through a handful
of third party clients (http://www.google.com/talk/otherclients.html).
One of many reasons for Google Chat’s popularity is the application’s
integration in the Gmail webpage, in that users can chat and email
simultaneously. Google Chat’s integration within the Gmail webpage
also saves users from downloading any second application that other
chat messengers may require.
Google also offers the Google Talk application whose custom UI is
graphically catered to the need of chatters. However, Google Talk is
not compatible with the Apple desktop Operating System.
Released by Google recently, Google Hangout is a videoconference
application that works in conjunction with Google+. If, however, users
are chatting through the Google Gmail page, to use Hangout, they
must go through the following steps:
1.
2.
3.
4.
5.
Open a new browser window or tab
Log in to their Google+ account
Download a plug-in there
Return back to Google Gmail chat
Click on an auto-generated lengthy URL link sent to them (See
Figure 9)
6. Start the videoconference session
The numerous steps to reach the end result without any guidance
seems to be both cumbersome and numerous for the user. In addition,
users must have a Google+ account to use the feature.
All told, the primary objective of the test is to assess the overall Google
Gmail chat user experience for a wide range of users. To that end, we
aim to examine usability integration issues and propose
recommendations to Google Management accordingly. The outcome of
implementing the recommendation would maintain the overall Google
brand equity if not enhancing it. We will further discuss in the passage
below.
Usability Test Objectives
One salient attribute that further propelled the Google brand equity is
the subtle integration across Google’s distinctive platforms such as,
Chat, Gmail, and Google’s renowned Search Engine (SE). For that
reason, the usability test aims at enhancing the already salient Google
brand equity. In particular, we are scrutinizing the way Google
integrates different platforms that funnel through one user interface
Jaoude, Waltz 3
which already has a solid graphic look and feel. The resultant Usability
Test would further solidify this salient integration on the graphic and
user-experience level, and provide better and faster user learnability.
We tested functions that are essential to Google’s integration equity,
and evaluated users’ performance accordingly. The Test’s objective is
twofold:
1. Enhancing Google’s integration through graphics to encompass more
platforms such as Google Hangout. When this happens, users can
bypass going through the complex steps to be able to use Google
Hangout. One way in particular would be enabling users to use this
feature without having to exit Google Gmail page or look through it
outside the platform.
2. Our second objective is to examine whether it is clear enough for
Google Gmail chat users that Google Hangout requires a Google+
account to be used.
As usability experts, the now defunct Google Wave was discontinued
for the same reason that we believe Google Hangout is reiterating on
the user-experience level. From the user perspective, Google Wave was
not well integrated with other Google’s salient platforms. Although
some of the functions that Google Wave had were well received and
were later integrated in other Google platforms, one of the major
complaints was that a user had to separately log in to their Google
Wave account to see if there was new communication. If Gmail
included notifications, Google Wave may have been taken up by more
users. The lesson learned from this is one applicable to Google
Hangout. Similarly, a user has to log in separately from Gmail, to
Google+ in order to use the Hangout feature. Google Hangout,
irrespective of its innovation, may suffer the same ill-fated end that
Google Wave recently had.
For that reason, the usability test should provide enough evidence in
examining how essential it is for Google to keep and expand on its
integration equity. Based on the resultant test findings, gathering
personal observation through data analysis, Protocol and Post Test
Questionnaire results, we will propose recommendations to Google
Management accordingly.
Methodology
Testing was conducted between April 12 and April 23. Eight users were
tested in total on separate days and locations. The users ranged in age
from 24-50 with a mean age of 29.5. Three users were male and five
were female. Users’ occupations included graduate students, a
Jaoude, Waltz 4
consultant, attorney, photojournalist, server, and research analyst. All
users had used Gmail chat before, only one user had used Google
Hangout before, and four of the eight users use a third-party software
to access chat (See Appendix C). Users ranged in how long they have
been using chat, from one year to over four years, but the average
response was between 2-3 years. In a seven-day week, some users use
chat as few as less than four hours a week to over twenty-five hours; on
average, users reported using chat between 8-10 and 11-14 hours.
Figure 1. Summary of User Profiles.
The test sequence starts as follows: first we went over the orientation
with test subjects, then through the introduction and the protocol
tasks, and finally ended with the Post-test questionnaire.
In detail, The Usability Test – Protocol and Post-Test Questionnaire –
comprised the following: a walk-through orientation that explains
what the test is all about, introductory questions – three questions in
total – the questions aimed to prepare our subject test for the
following protocol and Post Test Questionnaire.
We used the Think Aloud (TA) method. Specifically, the one-on-one
Usability Test enabled us to document, not transcribe users’ thoughts
– including their frustration, challenges and the resultant bliss upon
completing the tasks in a swift manner. On average, the Usability Test
lasted between 25 to 45 minutes per user. The breakdown is as
follows:
•
Orientation: 3 – 5 minutes
Tester performs a walk through with test subject while explicating the
following: describing the project we will be evaluating, user’s rights as
subject test and the tester’s role throughout the test. Lastly, we
explained to users that this test will comprise executing three tasks
and filling in a questionnaire.
•
Introduction: 2 – 3 minutes
Tester asks user three introductory warm-up questions – through the
three questions we aim to extract if users have used Google Gmail chat
before, and most importantly, if they are familiar with the new Google
Hangout videoconference feature that Google released.
Jaoude, Waltz 5
•
User Tasks: 15 – 20 minutes
3 tasks in total – first two tasks comprise the easy part of the protocol.
The first two tasks served as warm up tasks and thus enabled our
subject test to better transition to the much more cumbersome third
task. We consider the latter to be the nucleus of our test. Through this
task in particular, we were able to determine the level of integration
between Google Hangout and Google Chat.
•
Protocol Conclusion: 2 – 3 minutes
Prior to transitioning to the Post-Test Questionnaire, we asked three
questions in total. The three questions highlighted the facts whether
our subject tests simply liked or disliked both Google Gmail chat and
Google Hangout graphic interface, since both are inextricably linked.
•
Post Test Questionnaire form: 8 – 15 minutes
We handed over the Post-Test Questionnaire to our test subjects– 12
questions with 7-point Likert scales. Question 13 however, is open
ended, where we asked our subject tests, to expand on question three
of the protocol conclusion (See Appendix B).
Test Results
The qualitative and quantitative results of our test indicate that there
are clear barriers for users to transition between Google platforms,
namely from Google Gmail chat to Google Hangout. Fortunately, these
barriers have an inexpensive solution that will be discussed in the
Recommendations section.
The first two tasks focused on using chat within Gmail, and resulted in
high success rates: 7 of 8 users completed the task in the allocated time
and all of the users completed the second task with a mean time of
2:15. This paired with the data from the Post-Test Questionnaire
Results (See Figure 2, below) indicate that users have an overall
positive impression of the Google Gmail graphic interface, with all of
the means above a neutral “4” on the Likert scale. The highest ratings
were given to consistency with the overall Google brand in terms of
simplicity and functionality with a mean rating of 5.5 and visual
consistencies; the use of the same background color and font in Gmail
and chat saw an average score of 5.625 and 6.25, respectively.
Jaoude, Waltz 6
Figure 2. Post-Test Questionnaire Results
The first two tasks gave us an idea of how well versed or not a user was
with Gmail and Google products in general, and showed us that those
who took the longest to complete the task were third-party software
users. Because one of the standout features of Gmail and the chat
feature is that all emails and conversations are saved and therefore
searchable in the same way Google’s notable search engine works;
roughly half of the participants understood this concept quickly with
completion times in under a minute, while the other half took longer.
Jaoude, Waltz 7
Figure 3. Task One Completion Time and Time Spent on Chat per
Week.
Our data (See Figure 3) showed that the three users who took the
longest to complete the task use third-party software and were likely
less familiar with the chat interface we were testing on. One user who
uses third-party software to access his Gmail chat list informed us that
he preferred his other software because he “[doesn’t] like the fact that
chat is truncated to 4-5 people…One of the reasons I use a third-party
client is it…shows 50-60 of my contacts, of which I would never see on
a browser.” He and some other users also mentioned that they would
like more “graphic contrast” between chat and Gmail. The users that
use third-party clients are potential loyal Google customers that are
turned off because the chat graphic interface does not suit their needs.
Understanding chat users’ needs would be important in improving the
graphic interface.
Further supporting the idea that Google Chat’s graphic interface could
be improved, we found a trend that the longer it took users to complete
the first task, the lower users rated the Google Gmail chat interface.
Table 1 in Appendix C shows users’ time to completion of task one and
their rating of the overall chat graphic user experience. On a Likert
scale of the overall chat graphic user experience (1 being “confusing”
and 7 being “clear”), the mean rating of 5 suggests that the chat
interface could be improved to be less confusing to users. The PostTest Questionnaire specifically asked users about various elements of
the chat interface. The lowest-rated aspect of chat was “chat list shares
the same column with Gmail and G+ settings” with a mean score of
4.43. This paired with the qualitative data confirm that the integration
of Gmail and Google+, are confusing to some users.
Figure 4. Task One Completion Time and Chat Graphic Rating
Jaoude, Waltz 8
The fact that all of our users have used Google Gmail chat for at least
one year and had high success rates for the first two tests confirms that
the users are able to use Gmail and its chat function. Knowing this, the
results of the third task should indicate possible barriers for regular
Google users to transition between Google platforms. Specifically, we
tested how easy or difficult the transition is from Google Chat, an
instant messaging and video chatting platform, to Google Hangout, a
videoconferencing platform.
Since all of our users are Google Gmail chat users and 7 of our 8 users
had never used Google Hangout, the errors users made in this task
could be pivotal in making changes that will attract current Gmail
users. The largest barrier to this transition was users’ confusion about
the separation between Google Mail chat, which is technically a
“Google Talk” plug-in, and Google Hangout, which is part of Google+.
Some Google+ functions can be accessed from Gmail, but a Hangout
can only be initiated outside of Gmail and in a separate window or tab.
Only half of the users were able to complete the task, and it took the
users who were able to complete the task an average of 3 minutes and
18 seconds. These stark results show that the pathway to using the
Google Hangout feature from Google Mail chat is not straightforward.
This could have implications for users’ perception of Google branding
consistency in that it may stifle integration, which will be discussed
further later.
In the task, users tried several pathways until finding the correct way
or giving up. Often, users tried to access Google Hangout within chat.
Given that a one-on-one video conversation can be made within Gmail
chat, it would make sense to find a similar tool there. Often, users
mistakenly confused the Google video icon, which is a single user video
chat with Google’s Hangout. One user noted this during testing when
looking in the chat area, there are various options come up to chat,
mail, block, etc., “but no video Hangout...which seems weird to me!
That’s where it should be!” Some users scoured the page that has all
Google Products, and were surprised that Google Hangout was not one
of the products. Others performed Google searches within their mail or
in a separate window or tab to find the feature or how to use it. These
are all logical ways to find a Google-branded videoconference tool.
Multiple users had the same errors, which might be good places to
change the current set-up, and our examples of this are in the
recommendation section.
From the Gmail interface, the user has two possible ways to start a
Google Hangout session. The first way works only if a person has
signed up for Google+ already. Users click on their Google+ account at
the top left corner, and then one can see the Hangout tool. The other
Jaoude, Waltz 9
way would be to open a completely new browser window or tab to find
out that they have to first sign up for a Google+ account.
This step was a clear barrier for some of the users we tested. One user
who did not have a Google+ account said during testing, “Now I feel
completely left out. I guess I give up.” As one user said, “I’m not going
to sign up for Google+ on a whim.” Some users reported that they had
privacy concerns with Google+ saying it was “more invasive than
Facebook.” This separation of Google+ from the rest of Google could
detract users from using this service but also the overall brand
consistency and integration equity.
In looking at the users’ time to completion and the Post-Test
Questionnaire response of “Do you think Google Gmail chat is
consistent with the overall Google brand in terms of simplicity and
functionality”, users rated this lower than other aspects of Google
Chat. An interesting find in our quantitative data is those who rated it
the lowest were those who failed the Google Hangout related third
task. This indicates that Google Hangout’s poor user experience is
stifling the over all Google equity. Figure 5 shows that users who
passed the third task rated the brand-consistency an average of 6.5
while users that failed (took more than 5 minutes or gave up) rated the
brand-consistency an average of 4.5.
Figure 5. Task Three Completion Time and Google’s Consistency
Recommendations
With other Google features, users typically do not have to sign up
separately to use those services. One of the users commented: “Google
is all about integration and not having to do a lot of effort to use
Jaoude, Waltz 10
Google products.” Six of our eight users had comments that they were
confused as to why Hangout was not accessible within chat (See
Appendix D). Based on users’ comments and erroneous pathways in
testing, we determined that a Hangout session could be incorporated
into the Gmail chat interface. To maintain brand consistency, first we
will change the color of the Hangout icon to remain consistent with the
chat interface as detailed in Figure 6.
Figure 6. (left) Google Hangout icon, (right) proposed Google Hangout
icon to be integrated in the chat system, with a blue color-tone
however to maintain consistency with other blue icons in the Google
Gmail chat toolbar
Integrating the Hangout feature directly into the chat interface as seen
in Figure 7 (below) should aid in fewer steps to initiate a Google
Hangout session. For current chat users, this extra icon would be easy
to find and the mouse-over describes its function in simple terms.
Figure 7. (left) a mouse-over hovering over Hangout (right) make it
simple and clear to start a session from within a chat session.
If Google does require a user to sign up for Google+ in order to start a
Hangout session, a simple popup can allow for this all within the chat
session (see Figure 8).
Jaoude, Waltz 11
Figure 8. A popup window allows users to signup for Google+ without
leaving the chat interface. We believe that bridging the gap graphically
between Google+ and Google Gmail chat will further provide
additional incentives for non Google+ users to sign up for the service.
Such factor would also provide subtle exposure for Google+ and
further the aforementioned integration.
Another graphic element of the Google Hangout initiation is the link
that one receives once invited to a Hangout. Although it was not part
of the test, we found that a simple solution could create a more
enticing invitation for a new user, rather than, the actual lengthy
bothersome to the eye link in Figure 9 (left).
Figure 9. (left) Link to Google Hangout session and (right) proposed
link to Google Hangout session
The other place where users frequented to look for Google Hangout
was under the “more” area at the top bar, where a user sees all of
Google’s products See Figure 10. (Left). We recommend that Hangout
be added to this list.
Jaoude, Waltz 12
Figure 10. (left) Google’s list of current products does not include
Google Hangout. (right) we recommend the icon and description of
Google Hangout be added to the list under the “Social” category.
We believe our recommendations will be an intuitive solution for users
based on the errors they made in attempting to initiate a Google
Hangout session. Our recommendations seek to integrate a current
popular platform with new features. These changes will result in more
Google Hangout users. These simple changes have potential to
significantly improve Google’s brand consistency and loyalty. Most
importantly, if implemented, the simple changes will solidify the
notable Google brand equity: integration amongst platforms. The
latter propelled the brand to online stardom; the execution of our
graphic recommendations will further Google’s integration and
provide a financial return of investment by preventing disgruntled
users to migrate to other competitive platforms.
Investing in these changes to increase brand loyalty will lead to higher
profits and the leverage to introduce other products in the future.
Appendix A
GOOGLE GMAIL CHAT PROTOCOL (G-CHAT)
Orientation
Thank you for being able to participate in the Google Gmail chat and Google Hangout
evaluation. Today our goal is to determine how easy or hard it is for you to use Google
Gmail chat and Google Hangout in a web browser. I want to remind you that this is
voluntary, and you can stop the test at any time should you feel uncomfortable.
Test facilitator’s role:
• “I’m here to record your reactions and comments while going through the test.
During the session I cannot help you. I may ask you to explain why you said or
did something.”
• If the user is unclear about the task, the facilitator can clarify the task.
Subject’s role:
• “I will ask you to complete a set of tasks. It is very important that you think out
loud or tell me what is going through your mind during the test. For example, you
can say, ‘I am creating a new tab and typing in gmail.com’”
• There is no right or wrong answer
• Not testing you but the product
Introduction
1. As a Gmail user do you use Google Chat? YES NO
2. Do you use any non-Google third party software application to
access Google Gmail chat instead?
3. Google Hangout is a videoconference chat platform. Have you
used Google Hangout before? YES NO
Transition to User Tasks
[TURN ON COMPUTER]. Tester prompts user:
User Tasks
1. Can you tell us the last person you chatted with in Google Gmail chat and
the time and date of the chat?
2. Can you select all of the chats you have had with this person?
3. Can you invite me to a Google Hangout session?
Appendix A
Users may be prompted with the following:
Prompt 1: Just say done when you complete the task.
Prompt 2: Did you complete the task on your first try? YES NO
Prompt 3: Why did you try that? [If they get it wrong] Can you try
something different?
Conclusion
Once protocol is done, before the test facilitator hands over a copy of the questionnaire
to subject, he/she will ask the following questions to user:
1. How do you like the Google Gmail chat interface? Likes?
Dislikes?
2. How did you like the Google Hangout interface? Likes?
Dislikes?
3. Is there anything you would like to add before we proceed to
the next state?
After subject completes Protocol, the questionnaire will be handed over to
him or her.
Appendix B
User ____
GOOGLE GMAIL CHAT USABILITY POST TEST QUESTIONNAIRE
1. How long have you been a Google Gmail chat user?
¢
Not a user (go to Q13)
¢
Less than 5 months
¢
¢
¢
¢
¢
¢
6 months
9 months
1 year
2 years
3 years
4+ years
2. In a typical 7-day week, about how many hours do you use Google Chat?
¢
¢
¢
¢
¢
¢
¢
Less than 4 hours
5-7 hours
8-10 hours
11-14 hours
15-19 hours
20-24 hours
25+ hours
3. How do you find the overall Google Gmail chat graphic user experience?
difficult to
maneuver
¢
¢
¢
¢
¢
¢
¢
easy to
maneuver
visually
engaging
visually dry
¢
¢
¢
¢
¢
¢
¢
noninformative
¢
¢
¢
¢
¢
¢
¢
informative
confusing
¢
¢
¢
¢
¢
¢
¢
clear
Appendix B
4. What do you think of the fact that Google Gmail chat and the Gmail page
are “graphically” the same?
Google Chat’s integration
within the Gmail webpage
The use of the same font
The use of the same
background color
Chat list shares the same
column with Gmail and G+
settings
confusing
¢
¢
¢
¢
¢
¢
¢
clear
confusing
¢
¢
¢
¢
¢
¢
¢
clear
confusing
¢
¢
¢
¢
¢
¢
¢
clear
confusing
¢
¢
¢
¢
¢
¢
¢
clear
5. Rate your Overall experience with Google Chat.
poor
¢
¢
¢
¢
¢
¢
¢
good
6. Do you think Google Gmail chat is consistent with the overall Google
brand in terms of simplicity and functionality?
not
at all
¢
¢
¢
¢
¢
¢
¢
definitely
7. How long have you been a Google Hangout user?
¢
Not a user (go to Q9)
¢
¢
¢
¢
¢
¢
¢
Less than 5 months
6 months
9 months
1 year
2 years
3 years
4+ years
8. In a typical 7-day week, about how many hours do you use Google
Hangout?
¢
¢
¢
¢
Less than 4 hours
5-7 hours
8-10 hours
11-14 hours
Appendix B
¢
¢
¢
15-19 hours
20-24 hours
25+ hours
9. How do you find the overall Google Hangout graphic user experience?
difficult to
maneuver
¢
¢
¢
¢
¢
¢
¢
easy to
maneuver
visually
engaging
visually dry
¢
¢
¢
¢
¢
¢
¢
noninformative
¢
¢
¢
¢
¢
¢
¢
informative
confusing
¢
¢
¢
¢
¢
¢
¢
clear
¢
good
10. Rate your Overall experience with Google Hangout.
poor
¢
¢
¢
¢
¢
¢
11. Do you think Google Hangout is consistent with the overall Google
brand in terms of simplicity and functionality?
not
at all
¢
¢
¢
¢
¢
¢
¢
definitely
12. How would you describe the set-up or start of a Google Hangout
session?
difficult
¢
¢
¢
¢
¢
¢
¢
easy
Appendix B
13. Are there any final comments you would like to provide us today?
THANK YOU!
Appendix C
User
6
7
8
Mean
of
passing
00:16
00:25
00:15
01:44
01:02
7
02:10
00:24
03:23
00:13
02:50
02:15
8
05:13
02:25
03:50
03:56
03:02
03:18
4
1
2
3
4
Task 1
Time
06:00
01:00
00:30
03:02
Task 2
Time
04:35
01:20
03:05
Task 3
Time
03:10
05:52
10:06
5
1=Yes,
2=No
#Yes
#Completed
#No
Use
Google
Chat
1
1
1
1
1
1
1
1
8
0
3rdParty
App?
1
2
2
1
1
2
2
1
4
4
Use
Hangout
2
2
2
1
2
2
2
2
1
7
Table 1: User Task Times, Task Means, and Preliminary Questions
Appendix D
Appendix D: Observations and Comments of Users
User#
User 1
Observations:
-looked intensely
at the screen
Comments:
I’d want a different color for gchat to make it
stand out. I could see myself liking some
graphic contrast.
User 2
-frustrated,
confused face,
flustered look,
sighing
I don't like the new Gmail/Gchat anymore. I
don't see the benefit of the change unless I'm
missing something. Now the chat box
disappears. Before it was more distinct.
User 3
Looked intensely
at the screen.
was a little bit
frustrated.
Google Gmail chatneed to intengrate better
with google hangout. I can not believe that if i
am not a google+ i can not use hangout. I
decline to have a google+ just os i can use
hangout
I never used Google Hangout and was not even
aware of it. Nothing advertised it on my google
gmail page
User 4
was very
frustrated. looked
lost and confused
despite that she
is a heavy both
Google Gmail
chatand google
hangout user
-smiling,
laughing, feeling
good
while using Hangout I wish there is a walk
through option that explains to me how to
use the application.
I am a little bit surprised that I used Hangout so
mnay times and yet i did not know how to log
on. i guess i forgot.
Uses Sherion because it includes AIM and
everything, Used to use Meebo when he had
an iphone
They're trying to make G+ super easy to use. I
don't think the world NEEDS it... there are
already so many protocols for chat
User 6
-concentrated,
calm face, but
sometimes
looked confused
The 2nd task was confusing because I was
thinking of GChat as separate from Gmail.
Usually I mentally separate them, so my 1st
instinct wasn't to go to the gmail search
My usual instinct is looking for a new tool, I go
straight to the bar at the top where it says More
and then I find it.
User 7
Was very clam
and performed
taks in a swiftly
matter. She was
on top
I thought google video is google hangout.
I don't like Google+ at all
User 8
Was mostly calm.
Irritated that he could not use Google
Hangout. For him Google is all about
integration, and him not having to do a lot of
effort to use the google products. For
example, he can chat and check his mail no
the same page. To that end he wondered
why can't he use videoconferance. there.
I like the coded colors indicating activity level on
Google (red, Orange Blue). I like the ability to
hide from others while seeing if they are online
– maintain privacy.
User 5
I don’t like the fact that gchat is truncated to 4-5
people because it shares a space. On a normal
laptop-sized screen, the browser (even
maximized) shows only 4-5 contacts. One of
the reasons I use a 3rd party client is it takes up
the whole screen in small print and shows 5060 of my contacts, of which I would never see
on a browser.
I wasn't personally aware of Google Hangout,
but that's not surprising. Gchat is not an
interface I have available because I'm mostly on
my work computer. I don't engage all the time,
only at home on my computer because that's
where I have a webcam.
Appendix D
User
1 I would say skype me rather than
someone tell me to hangout with me
on google. Don’t you have skype
installed? Just fucking skype me. I’m
not gonna sign up for Google+ at this
moment.
2
3
I didn't think Gmail and Google+ and
all the other functions didn't include
Hangout. I never think I'm logging
into Gchat, I'm logging into Gmail. I
can chat, I can share documents, etc.
I just Figured this was a new feature
that was part of Google+, but also
just a new feature as part of the
interface.
I use Google Gmail chatall the time
and I can not believe I did not do well
on this interface test
4
Why does Google Gmail chatnot
integrate the features of Google
Hangout. I could do Video chat with
multiple people on Google Gmail
chatthat would be the best.
5
They changed it (G+)... it's good for
Hangout. Gmail's a hot mess with all
the chat windows. Hangout is fine,
easy to use. Gchat needs an
overhaul if anything. Gmail on
Android is realllly good cause it looks
like Gmail should.
6
I was thrown off by going to Google+
first.
8
He wants more options to see when
were people last time online like 30
sec - 45. I wanted an option that tells
me who has hangout and who
doesn't.
There’s a video chat built into the
browser. I did have an instinct to
check the “video and more” stuff in the
browser chat to see if it had
incorporated hangout into that, and
they did not.
I didn't think (when I searched for
Google Hangout in my Gmail and saw
the G+/Hangout) they were advertising
something new to the Google
platform.
as a google gmail user and not a
google + user i am unfamiliar with
google hangout. I had no idea that non
google+ users can not use hangout
videoconference. This indicates a
divide between Google+ and Google
Hangout that needs addressing.
Also would like more
organizttional options under
Google Gmail chatsuch as option
to organize chats by user name
and data
Gchat and hangout don't need to be
integrated. The mail experience
doesn't need Hangout. Chat is
distracting with email. Chat should be
better integrated in Google+.Apple
Mail client you don't have chat. Now
it's just a distraction. People don't get
any work done if they have gchat open
at work.
I signed up for G+ against my will and
better judgement in order to comment
on my dad's photos he had Posted.
There are so many Google
products now, it's confusing. G+
is invasive... it's worse than
Facebook. The whole internet can
see it.
What happened to google talk. Furture
option that integrates Google Gmail
chatand Hangout. I love how Google
Gmail chatintegrates with Google
Gmail. I wish hangout would also
integrates in the same manner. The
thing is that the way hangout operates
it just doesn't tell me if i can use it or
not.
Many people prefere skype over
hangout. I really like the concept
of google hangout.
I find G+ annoying, not
necessarily helpful to me... I'm
ambivalent.