Overview

Zoom is a video calling service offered by Zoom Video Communications Inc. With more than 500 million customers, undoubtedly, Zoom has become a pioneer in the field of video-conference application. However, there are multiple avenues for Zoom to grow in and improve under this competitive market. In this case study, I am going to evaluate Zoom from different perspectives and explore to see what changes and additions can be made to their existing UI so they can provide a better user experience.

My Role

I am responsible for this project from start to finish. This includes research, defining user-personas, creating flowcharts and wireframes as well as designing a finished UI.

Tools

For this project, I used Figma, Photoshop, Maya,
MS Word, and Canva.

Platforms

Desktop

Duration

5 weeks

Why is Zoom so successful?

My research has identified 6 main reasons behind Zoom's success.

1. Easy-to-use for first-time users, no log-in requirements

Without complex sign-in process or additional steps, users can enjoy the video conference anywhere and anytime only with the zoom link.

3. Easy installation on multiple devices

Quick and easy installation without additional steps on Mobile, desktop and tablet, which makes it user friendly. Users can even use it on browser and would still have full app functionality.

2. Free plan up to 40 min. meeting time

One can get a 40 minute meeting time with the free version.

4. Clean and Intuitive User Interface

Zoom's user experience delight users as the landing page is not cluttered with too many functions. Aesthetic preferences aside, the Zoom home screen makes each possible action extremely clear, with both an icon
and descriptive text.

5. Multiple Features

Zoom provides multiple useful features such as virtual background, white board, break out rooms, waiting room, and seamless cross-device integration and support for large audiences. Zoom also provides users, an indicator when a new participant joins a meeting, and a notification if it hears a voice coming from our device while we are being muted.

6. Consistent User Experience

Zoom has consistent User Experience across different devices, from mobile, desktop, and web which makes it
intuitive and user friendly.

Problems

My research identified 12 main problems with Zoom UX design.

1. Mail contacts integration - Meeting creators would like to send emails directly from Zoom /Direct join links for scheduled meetings.

2. Zoom users complained about absence of chatbot help or quick demo for new users such as teachers to learn how to create breakout rooms etc.

3. Annoying pop up message with the countdown timer stating ‘the meeting will end in 45 seconds."

4. Users have difficulties in finding features like video filters/virtual backgrounds.

5. Zoom users often have to rely on external resources such as google calendar or email to manage their meetings.

6. Share Screen function from Homepage is confusing.

7. Not enough incentives to encourage users to consider premium plans.

8. Issues finding meeting links and difficulty with visualizing and keeping track of meetings.

9. Can’t access messages in the chat box after the meeting ends.

10. Users can only see meetings that have been scheduled by themselves but not the ones scheduled by others.

11. Users struggle with finding the previous zoom meetings they attended.

12. Privacy/Security related issues.

Goals

How might I create a Zoom experience that centralizes and simplifies the User Experience?

Better User Experience

The new app should have a better user experience by improving Time-to-Interaction and increasing the overall perceived interface responsiveness.

Trendy Design

The user interface of the website should be visually refreshed and use trendy designs, which are based on modern Progressive Web App tech.

Relevant

The redesign should make key features easier to find and use, remove under-performing features, and ensure we show the right content to the user across Zoom.

Opportunity

I converted our key problems into opportunities to solve during the redesign.

A good product design follows these principles:

1. Usefulness

Good usefulness means the product solves the issue it is tackling.

2.Understandability

Good understandability means the product is easy to useand intuitive

3. Efficiency

Efficient product means it solves the problem efficiently.

4.User Experience

Good user experience means the product delights the user.

5.Communication

Good communication means the product provides necessary feedback to a user to avoid mistakes or confusion.

Research and Analysis

A competitive analysis was conducted on various companies such as Slack, Google Meets, Skype, Microsoft teams, and Zoom to evaluate the strengths and limitations of each product, and areas of opportunity for zoom.

Company

Strength

Wow Factor

Google Meets

Simple and user friendly
dashboard for many age
groups

Google meets is fully integrated with the google suite, meaning users are able to join video calls through google calendar and Gmail.

Microsoft Teams

Offers a seamless experience
for users to create and invite
participants to meetings.

Microsoft team offers a calendar page that allows users too easily see their upcoming meetings and invite others on the same platform.

Skype

People-oriented application
that promotes conversation.

Skype offers the ability to customize groups and allows users to communicate through a simple chat feature.

Webex

Easily Share Desktops and
Documents

One of the most powerful features of Cisco WebEx its ability to allow participants to easily share their desktops or documents in real-time.

Slack

Slack supports collaboration
at a global scale.

Slack is a very immediate and straightforward method of communication. Coming together in Slack channels allow users to easily discuss day-to-day management topics in realtime. That's invaluable.

User Persona

Small Businesses, Corporate offices, School Teachers, College Professors, School kids, College Students, Artists, Friends and Family

Built-in calendar to quickly look at the new and old appointments.

Mail contacts integration - Send invites directly from Zoom/ Direct join links for scheduled meets.

Re-arranging the action bar so that extra features are easily discoverable for new and experienced user.

Including a quick demo for introducing users to the key features of Zoom app.

Animated reactions for asking questions with name. Yes” and “No” voting feature within the participation tab

A visual reminder for keeping track of time during meeting in
progress.

Allowing meeting creators to design their own meeting AGENDA, so they can divide their meeting time more efficiently.

Adding a Sync Feature that allows users to sync to an institution or email, which means that the meetings from a synced institution or email will automatically be stored in the participant’s upcoming meetings panel.

Adding a note taking feature for office meetings as well as students. Ability to share meeting notes in multiple formats (PDF,TXT, DOCX) Capture the timeline of notes along with date stamp

Making status visible and clear. When 20+ people attend the meeting, adding a yellow outline around the person who is talking can avoid users' confusion and stay focused.

Adding a classroom option for students and teachers to integrate features for structured virtual education.

Creating Groups- Through my research, I found that there are many instances where users frequently create meetings with the same groups of people regularly. To make it easier to organize these contacts and add them to meetings,
I created the option to add all of these individuals to a single group button.

In Zoom Classroom, adding tools for teachers to create assignments, quizzes, take polls, submit classwork, share class schedule, document, and make announcements, create agenda, grading etc.

Adding an Audio level meter.

PRESET FEATURE for custom themes, Yoga class, Kids class room, Birthday, farewell, Social gatherings, Concert etc. This will make the user experience delightful.

What if's?

1. Multiple people can share screen.

2. There is a better way of organizing notes.

3. Create Class Repository as the teacher has to go to a lot of different platforms to gather class material.

4.Take real-time Attendance
as the students don’t pay attention, turn off their camera, and run away from their seats.

5. Timed quiz popups to ensure that the student listens to lectures attentively and assess the effectiveness of
the particular lecture.

6. Support for sharing meeting notes with all the invitees, attendees, and selected members in the organization.

7. Face detection authentication

8. Users can play games with friends.

9. Ability to upload or watch a library of educational videos related to work or fun videos for entertainment.

10. Being able to watch a movie online with friends?

11. Kids Zoom version with parental controls.

12. Real-time chatting like Slack or Discord

Concept sketches

After I took care of the onboarding screens I moved on to designing the UX workflow.

High Fidelity Mockups
for desktop

Based on my UX research, I have added Demo, Classroom, and Calendar to the landing page

I have added an option to Create Groups to manage contacts and to send invites quickly

I have added a Calendar Page to schedule and plan meetings

I have added extra features in Schedule Meeting form.

I have added options to add Participants both Mandatory and optional, to Create Agenda for meeting, Save groups for recurring meetings, Apply presets for special occasions, and to send direct invites directly from zoom.

I have added Create Meeting Agenda to divide time efficiently.

I have added a Classroom option for students and teachers to integrate features for structured virtual education.

Teacher landing page that shows classes, upcoming meetings, class schedule

Teacher's main page with multiple tools to help manage students. Agenda. announcements, discussions, upload classwork material, manage contacts by making class groups, grades, calendar etc.

Teachers can create assignments, quizzes, take polls, ask questions, upload classwork material, manage contacts by making class groups, grades, calendar etc.

Teachers can add students to class

Student's classroom landing page with Agenda, Discussions, Class Schedule, Submit Homework, Send Private Message to teacher, Calendar, Contacts etc.

I have added a visual timer in the bottom action bar for keeping track of time during meeting in progress. I have also added video settings and note taking icon on the main screen to easier accessibility.

I have added a yellow outline around the person who is talking can avoid users' confusion and stay focused.

Zoom Case Study

How did zoom become so popular, and what can they do to become better?