Overview

In today’s hyper-connected world, platforms like WhatsApp have become essential tools for communication. However, this constant connectivity has opened doors to unwanted interactions, especially harassment from unknown numbers.

This case study stems from a personal and deeply concerning experience: one morning, a close female friend of mine received inappropriate and harassing messages from an unknown number on WhatsApp. She had no idea who the sender was, and while blocking them was an option, the emotional discomfort and lack of preventive control were significant.

This incident made me question Why doesn't WhatsApp offer a proactive way to block unknown users from initiating contact altogether?

To address this, I conceptualized a feature called "Trusted Mode" a privacy setting that prevents unknown users from messaging or calling unless explicitly approved. This UX case study explores how this feature could reduce harassment, improve control, and make WhatsApp a safer space for all users.

Problem Statement

Despite WhatsApp’s popularity and global reach, the platform currently lacks effective tools to prevent unwanted contact from unknown numbers. While users can block or report a sender after receiving inappropriate messages or calls, these reactive measures come too late, especially in sensitive cases involving harassment or verbal abuse.

This issue was brought to light by a real-life incident involving a female friend who received disturbing messages from an unknown number early in the morning. She was left feeling unsafe and uncomfortable. Like many users, she had no way to prevent the unknown person from contacting her in the first place; her only option was to block them after the damage was already done.

This gap in the user experience not only raises privacy and safety concerns but also disproportionately affects women and vulnerable users, who may frequently receive unsolicited or inappropriate contact attempts. The current approach fails to give users control over who can initiate conversations with them.

There is a critical need for a proactive privacy solution, one that lets users decide who can message or call them before any unwanted interaction begins. This case study explores a user-centered feature called "Trusted Mode", designed to give users control, safety, and peace of mind on WhatsApp.

User Research

To better understand user needs and validate the necessity of a privacy-first feature like "Trusted Mode", I conducted a short survey using Google Forms. The survey targeted a diverse group of WhatsApp users, with the goal of uncovering how often they receive unwanted messages or calls from unknown numbers, and how they feel about it.

Research Methodology

• Participants: 200+ responses from WhatsApp users aged 18–35.

• Tool Used: Google Forms

• Format: Multiple-choice and Likert-scale-based questions

• Duration: Conducted over 3 days

• Objective: Measure the frequency of unwanted contact, emotional response to it, and the interest in a feature that filters unknown numbers.

Key Findings

• 72% of users reported receiving messages from unknown numbers at least once a month.

• 64% said these messages made them feel uncomfortable or unsafe.

• 70%+ of participants supported the idea of a feature that blocks messages/calls from unknown numbers unless a request is accepted.

• A large portion of users, especially female participants, expressed interest in having more control over who can contact them.

Persona

To create a user-centered solution, I crafted a primary persona based on survey responses and a real-life experience shared by a close female friend. This persona represents a typical user who values privacy, safety, and control over their communication on platforms like WhatsApp.

The persona helps humanize our target audience and guides design decisions that truly address user pain points, motivations, and behavior patterns.

User Journey Map

To better understand the user's experience and identify pain points, I mapped out a typical journey for someone receiving inappropriate messages on WhatsApp from an unknown number. This journey highlights both emotional responses and opportunities for improvement at each stage.

Creating this map allowed me to see where frustration, confusion, and lack of control occur, and where a feature like Trusted Mode could enhance user safety and peace of mind.

User Flow Diagram

The User Flow Diagram outlines how a user interacts with the new Trusted Mode feature, from receiving a message request to either accepting or rejecting it. This flow helps visualize the process and ensures the experience is intuitive, secure, and user-centered.

There are two perspectives to consider:

Wireframes

Wireframes were created to visualize the proposed Trusted Mode experience across key user interactions. The focus was on maintaining WhatsApp’s clean UI while integrating the new feature intuitively without disrupting the current user flow.

Designing the Solution

Based on user insights, feedback, and usability goals, we designed a feature called Trusted Mode, which allows WhatsApp users to control interactions from unknown contacts. This feature enhances safety, especially for users who experience unwanted messages or calls, a concern highlighted by real-life experiences and validated through our research.

Receiver View:

Request Sender View:

Solution Testing

Although the solution was not fully developed, I conducted prototype-level usability testing to evaluate its effectiveness, clarity, and user acceptance.

Objective

To validate whether the "Trusted Mode" feature improves user safety and control over unknown contacts while maintaining a smooth user experience.

Method

• Created an interactive prototype using Figma.

• Shared the prototype with a group of 6–10 participants via personal walkthroughs.

• Gathered qualitative feedback and observed how users navigated both the Sender and Receiver flows

Key Findings

• 85% of participants appreciated the ability to control who could message or call them

• Many users found the "Introduce Yourself" message to be a friendly and non-intrusive approach

• Some participants suggested having a temporary chat window with message expiration for better interaction

Insights

• The Trusted Mode feature aligns well with current privacy expectations

• Users liked that the feature didn’t block, but rather filtered communication thoughtfully

• There is potential for this to be extended to group chats or business accounts for further control

Learnings

This project was a powerful reminder of how UX design can directly address real-life safety concerns. Inspired by an experience shared by a friend who received inappropriate messages on WhatsApp, I realized how crucial it is to design for protection, not just convenience.

Key Takeaways

• User Empathy is everything: Real stories fuel meaningful design. Designing Trusted Mode taught me to deeply consider the emotional impact of unsolicited messages, especially on vulnerable users.

• Privacy ≠ Isolation: The goal isn’t to block people but to provide users with choice and control—and that balance is what makes for great UX.

• Simple solutions can be powerful: A small addition like a “Request to Chat” flow can create a big difference in how safe users feel.

• Feedback matters: Even at the prototype level, user testing revealed insights that shaped and refined the final idea.

• Microcopy plays a big role: Clear, polite, and empathetic system messages (like “This user is in Trusted Mode”) help maintain trust and reduce friction.

This project strengthened my belief that as designers, we have a responsibility to build interfaces that are inclusive, thoughtful, and protective, not just functional.

© 2025 Lahiru Sampath Dayananda. All rights reserved.
This UX case study and associated designs are original work and may not be reused or reproduced without permission