Overview

This Discord case study explores the design process for a pinned DMs feature, aimed at improving quick access to important conversations. Through wireframes and user interviews, I tested options like a star icon and a separate “Pinned” section, ultimately simplifying the design by adding pinned DMs as icons on the homepage for immediate visibility. I also explored customizability features like DM folders, ensuring users could organize and access key conversations more efficiently.

Role

I researched user problems and created wireframes, culminating in the final visual designs.

Team

Jennifer Wong – UX Mentor

Project Duration

May 2023 - July 2023

Tool

Figma / Photoshop

Process

01 – The Problem

Through public forums such as Reddit and Twitter, Discord users identified that they experienced frustrations with the Direct Messaging (DM) feature with close friends and large groups.

02 – Wireframing

Initial concepts included using a star icon to signify pinned conversations and creating a separate “Pinned” section within the Direct Messages tab for easier access. However, through user feedback, a different iteration was finalized.

03 – Visual Design

The design incorporated simple iconography and a streamlined layout, ensuring that pinned conversations were easily accessible and clearly distinguished from other messages.

The Problem

Wireframing

I initially explored using a star icon, thinking it would convey "highlighting" or "importance." However, user interviews revealed that the star symbol felt ambiguous and was more often associated with "favoriting" rather than "pinning."

Afterwards, I considered adding a “Pinned” section in the Direct Messages tab for easy access to pinned conversations. However, user feedback showed this added an unwanted step, as they preferred quicker, direct access to pinned DMs from the main homepage.

Based on user feedback, I decided that when a DM is pinned, it would appear as an icon in the top left of the Discord homepage, similar to a “server” icon. This design allows users to quickly see notifications from pinned conversations, making it easy to stay updated without extra steps. Following this, I explored additional customizability options for DMs, including folders, to organize conversations more efficiently and tailor the experience to users’ needs.