Google Hangouts - The Good, the Bad and the Ugly

Google Hangouts has become quite the topic of controversy in the last few days since its release, and following the number of comments and personal takes on the application, I've managed to summarise the features or non-features into three categories .... The Good, The Bad and The Ugly ....

The Good

1. Cross platform messaging
2. Multi person video calling
3. Avatar watermarks show when a message is read, when a person is typing, and when a person is in and out of a hangout
4. Cloud saved history (text via gmail and pictures via Google+)
5. Sleek & Simplified Google UI
6. Connect with others by their Google email account, their Google+ account or phone number registered at first use

The Bad

1. Global app status indicator only available for web to web individuals via a green underline. Give this green indicator to all platforms, Google!
2. Messy contacts list - confusion between frequent contacts, Google+ contacts & Google contacts - UX needs to be improved here
3.  No way to tell which of my contacts are using hangouts and who are not - ie will my messages be delivered using the client proprietary method or by SMS?
4. Can't reshare shared pics
5. Can't zoom in on pics
6. Lacks sms & voice integration
7. Lacks other media sharing (video clips, audio clips, location info, contact info)
8.  Lacks group ownership and control of adding new people to a hangout
9. Lacks stickers
10. No support for Windows and BlackBerry

The Ugly

One of the most commented "deficiencies" around hangouts are the lack of proper status indicators.

The avatar watermark does a good job at indicating when someone is in a particular hangout or not on all platforms, but when it comes to global indicators (ie a status showing when someone is active in the app as a whole), this only exists for WEB to WEB messaging by an underline indicator. Looking into the interaction between platforms may just show evidence for Google's rationale:


MOBILE TO MOBILE
• No global app status indicator exists - does not need global indicators, as delivery between mobile devices is expected to be live at all times (either through the proprietary method for hangout users or SMS for non hangout users) via mobile notifications, similar to the way that Whatsapp and iMessage works.

WEB TO MOBILE
• No global app status indicator exists - does not need global indicators, as delivery to mobile devices is expected to be live at all times via mobile notifications, similar to the way that SMS, WhatsApp and iMessage works

MOBILE TO WEB (assuming hangout on mobile is used by the receiver)
• No global app status indicator exists - does not need global indicators, as messages from a mobile device will either be delivered to the web client of the recipient otherwise it will revert to MOBILE TO MOBILE via the proprietary protocol for immediate delivery.

WEB TO WEB (assuming hangout on mobile is used by the receiver)
• No global app status indicator exists - does not need global indicators, as messages from a mobile device will either be delivered to the web client of the recipient otherwise it will revert to WEB TO MOBILE via the proprietary protocol for immediate delivery.

MOBILE TO WEB (assuming hangout on mobile is not used by the receiver)
• No global app status indicator exists - does not need global indicators, as messages from a mobile device will either be delivered to the web client of the recipient otherwise it will revert to MOBILE TO MOBILE via SMS for immediate delivery.

WEB TO WEB (assuming hangout on mobile is not used by the receiver)
• Global App Status Indicator exists in the form of a green line under the profile pic - this status is needed here ... if someone who is not online is messaged (and the sender does not know this), a message sent cannot be considered delivered immediately as the receiver may be away from the computer, on snooze, or not logged in with no other alternative for immediate delivery. Having said all that, I'm interested to know why, if not online, the app wouldn't just revert to WEB TO MOBILE using SMS. This would eliminate the need for the green line, unless the reverting to SMS originating at Web is not possible.

All references made to SMS above speaks to the intention of the design when SMS is implemented.

The problem with all of this is that it is confusing, and too much for users of Hangouts to learn. To eliminate confusion and the need to understand the different approaches, Global App Statuses should be implemented across ALL platforms regardless whether it is relevant or not, or removed from ALL platforms (although this could cause even further outcry).