Overview
Due to the COVID-19 pandemic, Zoom as well as other video conferencing apps saw major increases in user numbers. Zoom eventually fell behind its competitors because of a need for updates to accommodate user needs. For this particular project, our team was tasked with finding a solution to help Zoom recover from losing 15% of its educational users.
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Discover
During the height of the pandemic, students and teachers were forced into unfamiliar virtual learning environments which resulted in teacher frustration and many students struggling to keep up in class. While Zoom was one of the main leaders in video conferencing during this time, its competitors were quickly evolving and surpassing them. Additionally, as people began to return to work and school in person, Zoom's stock value dropped.
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Our team decided that doing competitive analysis and conducting user interviews focussed on auditing Zoom's features would be the most effective research methodology. These methods would help us understand why Zoom's numbers had fallen and how to potentially solve the problem.
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Define
Using the results from the research, we created a primary persona, called Stephanie.
We identified the problem and came up with a solution
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Ideate
During the Ideation phase, user flows and sketches were created to guide the design process later.
Key features were prioritized based on the needs/frustrations of our primary persona, Stephanie.
Test
We compared users' success completing tasks within Zoom ( during user interviews) against those same tasks completed in Zoom Optimized ( during usability testing). All tasks were times using seconds.
Take Aways
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