Zoom Usability Analysis

Client
DES 448-01Class
TOOLS
Figma
‍
Date
Spring 2022
Role
UX/UI Design
Strategy & Research

Problem

Today zoom is one of the most potent video communication conferencing application. It is the first choice for many corporate and educational organizations. Due to the post-pandemic, the use of Zoom has increased, and teachers and students are either doing lectures or taking classes from their homes.

Since every teacher and student uses Zoom, how can we improve the communication and collaboration platform and increase the students' viewing gallery? 

Solution

Redesign some of the zoom features according from our usability testing and affinity diagram and simplify the user experience

Method Description

Interviewees

  • Four Subjects
  • Two Teachers and Two Students

Summary of Tasks

  • Switching the view to Gallery Mode to see everyone in the meeting in the same window.
  • Direct messaging multiple people so that it doesn't show in the main chat.
  • Using the Raise hand feature to signal the teacher that you have a question.

Script

We conducted our research through a scripted interview. Before defining our scenarios, we quickly start with a introduction and explain how these participants should be thinking aloud as they go through our questions. With our prewritten script/survey we focused on three features: private message, gallery view, and the raise hand function.

Key Findings - Teachers

  • Both teachers found zoom to be very consistent and easy to use.

  • The switch to remote learning was very easy for most teachers because Zoom had very similar UX to similar applications.

  • Direct Messaging multiple people is very tedious because of the need to repeat the message for every person.

  • It is difficult for teachers to see all the students in Gallery Mode when they’re teaching bigger classes.

  • Both Teachers found that the Hand Raised feature is the easiest feature to accomplish and the Gallery Mode the hardest.

Key Findings - Students

  • Since the start of the pandemic, students have utilized zoom meetings the past couple years for their lectures and classes

  • The transfer over from in person to the use of zoom has made students familiar with the UX/UI of this application

  • Students were able to go through scenario processes with ease because of their prior experience

  • Both students found the interface easy to navigate and use 

  • One student and one teacher from the test group found the raise hand feature the easiest 

Persona

Gallery Mode

Direct Message

Suggested Design Changes

  • Add an extra user flow so that direct messages create a new entire chat window so that direct messages don’t clutter the main chat.
  • Each instance of a chat where the user is included is separated for better readability of messages.
  • Add a group chat function so that messages can be sent to multiple people at once.

Raise Hand Feature

Suggested Design Changes

  • Create another button option on the bottom toolbar to create a more efficient raise hand feature - instead of opening the reactions panel
  • The raise hand feature is located next to the reactions to increase the usability of the feature
  • Reactions panel can be used for reactions exclusively now