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Zoom Redesign

Spring 2021 - 8 Weeks (Product Design part of larger Line Weights Project) - Graphic Design Research (GDes 5388)

Role: Designer

Tools Used: Figma, Mural

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Instructed by Cecilia Wang

This project was an exploration of the Zoom interface. After every Zoom call, we are asked to give feedback. However, we may not remember or be able to capture our feelings about the experience once we've left the call. After doing some research, I discovered that Zoom also allows users to give feedback during the call. This discovery led me to want to understand the discoverability of the feedback feature during a Zoom call. I also wanted to improve the way that users are able to give feedback when they access the page.

Summary

Process
Discover

Users, Current State

Define

Competitive Analysis

Develop

Usability Tests, Iterations

Deliver

Clickable Prototype

Reflect
 

“How might we make it easier to find the give feedback feature in the Zoom interface during a call?”
 

“How might we allow users to give the most accurate feedback on their experience in the Zoom application?”

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The User

Users don’t know where the feedback button is, leading to less feedback being given in real time when a user has thoughts on the Zoom product. This leads to less accurate data being provided for the business to improve on their product.

Analysis of Current Discoverability

In order to better understand the discoverability of the Zoom feedback section, I conducted a usability test using a clickable prototype. I asked 5 people to find the Zoom feedback section.

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Result

After testing, I discovered that most users were confused on where to find the give feedback page, and once there, they did not want to type in their information. I created a hierarchy of the most used steps to giving feedback on zoom.

  1. Settings Area

  2. Zoom.us

  3. Video Settings

Competitors: Toucan and Google Meet Feedback Page

Competitive Analysis

​Research focused on Zoom's competitors Toucan Beta and Google Meet:

  • Usability tests were conducted on the discoverability and design of feedback pages of competitors

Result

  • Users enjoyed Toucan's gradient and not having to type in responses

  • Users found too many options on the scale from 0-10

  • Users appreciated ability to upload screenshot on Google Meet feedback page.

User Testing

After the initial test of the current design, I conducted 3 rounds of tests on the users:

  • The first test was an A/B test of navigating to the Feedback section of the Zoom App.

  • The second was on competitors of Zoom (described above), and

  • The third was on the Feedback Page itself.

A/B Test

Test focused on placement of settings button in Zoom app

  • Users asked to find Feedback section using different prototypes with settings button in different locations

  • Two locations tested: top of page near privacy and security button, and bottom of page near participants button

  • Assumption was that top navigation would be easier to find since it was closer to frequently used Zoom.us button

Result

  • Users found settings on bottom navigation to be easiest to find.

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Usability Test On Feedback Page

  • I created a Mid-fidelity prototype after making changes to current design

  • Scale from 1-5 added and screenshot included on feedback page

  • I asked users asked to do Think out Loud analysis and provide feedback on navigability of screenshot feature

Result

  • Main feedback was that design was easy to navigate

  • Users liked optional type in responses

  • Users had difficulty seeing 5 on scale due to gradient included

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Conclusion

This project really focused on making small changes that have a large impact. I moved one button, and it really had an impact on the navigably of all of the underlying setting that were previously very hard to discover. I also got a lot of feedback that ended up subverting my expectations. I really started to understand the importance that although I may have an idea of what users think, it is still so important to gather feedback in an unbiased form. If I continued this project, I would explore into the gradient of the 1-5 scale, using a higher fidelity prototype with color. I would question, How does the color gradient affect how the user thinks of each area of the scale? Do they choose a different response when the scale has all of the same colors and line weights?

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