User Research

First user research session for the Intelligent Inbox. We sat in on a live working session, watching a user move through the message hub and inbox in their real day-to-day context rather than a scripted walkthrough.

What we watched for:

1. How they triage incoming messages and decide what needs attention first
2. The path between the message hub and an individual conversation, and where they lose context
3. Which signals they rely on to prioritize (unread, assignment, recency, sender)
4. Where constraints slow them down vs. their desktop habits