Improve the Experience of Zoom Users via Fast Training and Design Revisions

Role: UX Researcher

Project: Coursera Online Course

Timeline: One Week

Platform: Zoom (video conference platform)

Research Goal

Examine the usability problems of Zoom platform in educational setting for inexperienced users at the beginning of COVID 19 pandemic.

Research Questions

1- What causes trouble for student users to make and manage a zoom meeting with a group of people?

2- How could the company improve the experience of users?

Research Phases

Phase 1: Prepare a semi-structured interview protocol.

Phase 2: Conduct 30 to 90 minutes semi-structured interview with 6 participants.

Phase 3: Extract affinity notes from transcriptions and make the affinity wall.

Participants

Users Who:

- Have access and use the platform

- Involve in some problems and challenges during usage

- Agree to be interviewed and observed

Interview Protocol

Including: Introduction, Purpose, Interview Explanation, Voluntarily Participation, Recording, Confidentiality, Follow-up, Consent Statement.

Results of Cluster Analysis & Affinity Wall

- Transcribed semi-structured interviews

- Coded transcriptions of semi-structured interviews

- Made affinity notes

- Divided affinity notes into six categories

- Merged six categories into two higher-level clusters

Recommendations

- Locate all icons at the one toolbar

- Increase the security of meetings

- Simplify the breakout rooms and automatic link for making calendar instructions

- Provide short and fast training.