A Study on Comparing User Experience Design for Messenger Services Focused on WhatsApp and Telegram
Takisheva Sagadat, Seung In Kim · Journal of Digital Media & Culture Technology · 2023
This paper presents a comparative analysis of mobile user experience in WhatsApp and Telegram, two of the most popular messengers today.The study utilizes the Creating Pleasurable Interfaces model and follows a two-stage approach.Initially, an online survey targets users experienced with Telegram and WhatsApp.Subsequently, in-depth interviews are conducted based on survey results and prior research analysis.The findings reveal that Telegram users tend to give higher evaluations for functionality and user satisfaction compared to WhatsApp.Moreover, the paper explores the potential reasons behind the disparities in functionality and user satisfaction, considering factors such as interface design, feature sets, and overall usability.The most significant disparities are observed in functionality and user satisfaction.These findings are expected to contribute to identifying crucial user experience factors in a competitive environment, providing a comparative assessment between the two messaging platforms.