UX Case study: Introducing Time Scheduler in Zoom, a new feature to Enhance User's Online Meeting Experience

This project elaborates on my design journey in designing a new feature for the Zoom app. This was a personal project.

Overview

I have gone through the entire process to understand the behavioral change that the pandemic has brought to the people who are attending meetings online and How I provided a solution keeping the objectives, motivations, and frustrations in mind.

Let’s have a look at the elaborate Problem Statement I worked upon.

The problem statement

Business problem statement

With working from home, it has become difficult for the people working to keep the same pace as that of the office. Often meetings go on for longer periods of time and the team tends to lose focus on the matter at hand. A team communication application wants to build a better meeting functionality to help the user manage time better and have focused meetings.

Research problem statement

Due to Covid-19, most of us are working from home, and work-from-home meetings can go on for a really long period of time. This has made it difficult for teams to focus. Understand the behavior of people working remotely and the difference in team communication in small and big businesses. You may also want to understand the behavioral shift in meetings due to the pandemic. Plan Research to understand the new patterns the business should be looking out for.

As a UX Designer, my goal is to empathize and understand the needs, mindset, experience, and decision-making patterns in order to identify gaps so that an ideal seamless experience can be delivered which ensures that all the objectives of the user are met.

THE PROCESS

The steps to be followed for the successful completion of the research project are laid out as shown below:

• Understanding the problem statements
• Secondary research
• Primary research
• Research analysis
• Forming ‘How Might We’ questions
• Ideation and wireframing
• UI and prototyping
• Usability testing
• Improved prototyping

Let us visit each step as we progress through our journey.

1. Understanding the Problem Statements

“If I were given one hour to save the world, I would spend 59 minutes defining the problem and one minute solving it” — Albert Einstein

To understand the problem statement, I had to look into different aspects and possibilities of study For this, I framed the 5Ws — Who, What, When, Where, Why which helped me understand the different aspects of the topic. This stage helps establish what needs to be researched.

Who

• Who are the users of this product?
• Who can benefit from solving this?
• People who are doing Work from Home.
• People who attend lots of meetings.
• People who are facing this issue the most.
• People who are arranging the meetings and want other's 100% participation.

What

• The goal is to provide a better experience to the people doing WFH.
• To retain more attention of people.
• To actually help people to attend meetings with more focus and attention.
• To actually help people during covid as the work environment is totally different from that of office.

Where

• We need to focus on learning the behavioral shift during the covid.
• To focus on the differences in the work pattern before covid and during the pandemic.
• Focus on the problem first and give attention to details.

When

• The problem is occurring during the pandemic the most as people are doing WFH.
• When there are long meetings all day long.

Why

• It is very important to solve the problem because this is one of the most crucial aspects people are facing nowadays.
• As most people are doing WFH, in most cases, people are finding this problem.

After formulating these questions, I understood what all I need to focus on during my secondary research. I was able to scope down the topics around which I would base my research, this made me feel more organised and confident.

Secondary Research

Secondary or Desk Research is nothing but going through various sources through industry reports, academic articles, and analytics/business data on the internet to get more insights and learnings.

Desk research was conducted for my problem to understand the landscape of online meeting apps with respect to people working From Home. It helped analyze certain opportunities in this problem area and also formed the base for further user research.

Factual / Statistical Insights

1. It was found that in about 30% of all video meetings, employees interacted with their emails, while in around 25% of meetings they worked on files, such as Word documents.
2. Workers were twice as likely to multitask in meetings with more than 10 participants.
3. At least 61% of employees feel isolated while working remotely.
4. People are usually six times more likely to multitask in meetings that lasted more than 80 minutes, compared with those that took 20 minutes or less.
5. While some respondents (15%) said multitasking during video meetings made them more productive, the research also highlighted the pitfalls of wandering attention.
6. According to a new Stanford University research released on the Social Science Research Network. Overall, one in seven women (13.8 percent) reported feeling “very” to “extremely” fatigued after Zoom calls compared with one in 20 men (5.5 percent).
7. People aged 50 or more can maintain their focus for 58 minutes, while 35-year-olds and younger lose their focus after 45 minutes.
8. Reports state that around 72% of Indians feel lonely when working at home and don't feel any connections.

Behavioral Insights

1. The longer and larger the meeting is, the more likely that attendees' attention will drift off to other tasks.
2. Employees are also getting distracted by non-work-related tasks, like checking social media and playing smartphone games.
3. “Sometimes people lose their concentration due to high cognitive load under such meetings of low relevance”
4. The majority of video meeting apps like Teams and Zoom have parallel chat functionality that allows participants to post messages, images, and files to the room during a meeting.
5. Working from home and attending meetings online may sound exciting, but they are actually more draining than in-person meetings.
6. While women attend the same number of meetings per day as men, the duration of their meetings tends to be longer. This is another reason why women are more likely to experience Zoom fatigue than men.
7. In addition, the researchers found that women were less likely to take breaks between meetings, which increased their weariness.
8. You make more effort and your brain works harder during virtual conversations, compared to face-to-face meetings.
9. You have to work harder to read people’s facial expressions and decode tones through a computer screen.
10. Even though it isn’t something you consciously realize, it takes more effort to have conversations through Zoom than it does in real life.
11. Having to walk your team through a budget meeting while your dog is barking, your toddler is crying, and your teens are arguing over who is using whose headphones can be a lot to manage.
12. Balancing work with the rest of your life is hard enough as it is, but working from home adds a new layer to the challenge.
13. You might come to dread simply seeing a Zoom notification because you associate it with having to tidy up your background, force a smile, or strain to hear someone dealing with internet connectivity issues.
14. An excessive amount of close-up eye contact is highly intense.
15. Seeing yourself during video chats constantly in real-time is fatiguing
16. Video chats dramatically reduce our usual mobility.
17. The cognitive load is much higher in video chats.
18. A remote worker suddenly stops offering suggestions or participating in goal setting, they might be feeling disconnected from the team.

These insights helped me to move forward with the primary research by providing ideas for my user interview.

Defining Target User

Before the primary research, I set up a target audience by narrowing down the data, which I got from the secondary research. This helped me to define the type of people who could be facing the problems relevant to my problem statement and give direction to move further on the research by sending surveys and conducting interviews.

Target users

Primary Research

Primary research gives us insights that allow us to understand their attitudes and behavior towards something, their triggers, pain points, and the gaps that stop them from achieving an optimal experience.

The users were recruited through a screener form. Link

I then prepared my interview guide . I started with questions that would help break the ice and make the user comfortable. I then followed up with questions related to certain topics that I wanted to know more about. This was followed by 1:1 interviews.

Insights from the User Interviews

“Personal interaction and eye contact are very important.”

When I was asking the user about their interaction with others during online and offline calls. I came to know that it's very important to have eye to eye with each other is so important. Human bonding and interaction are one of the key areas where people want to have connections during meetings.

“In the office, we have many scheduled breaks for coffee at our own schedule times but in home have to plan according to others schedules.”

Users mentioned how they used to have scheduled coffee breaks in the office and used to have regular informal interactions with each other more often. While working from home he had to adjust his schedule according to other people.

“Physical meetings were not very fruitful ..Online meetings are way better, but they divert from the main objective most of the time and stretch very long”.

Users felt that online meetings are fruitful but exhausting at the same time. The meetings used to stretch for long without any direction and it mostly exceeds time.

“Its hard while working remotely because you dont get to talk with people ,mosty chatting with them ,Have to go through lots of chats thats very exhausting”

Got to know from users that working remotely is tough because it's difficult to interact with each other as informally as it used to be during physically meeting. So instead of talking, going through all the chats is tough and exhausting at the same time

“Productivity is very low during online meetings just by entering home no one wants to work”.

Users said that their productivity is very low while working from home It's not easy to keep the same pace as from the office. The home atmosphere is not good for productivity.

“People concentrates till the time the call is according to the content”.

People stay in calls with respect to the content and delivery of the subject. If the users are able to connect with the subject they stay otherwise they drop off.

“Mostly concentrates but feel distracted when the classes are quite boring or not related to the subject or stretch too long ”

Users told that they stay zoom the call when they feel connected with the matter and also when it doesn't stretch for long.

Analysis of Data

After receiving insights from primary research, I decided to simplify all of the raw data so that it could be inferred into 2 user sets, created with respect to all of the acquired data.

User sets

I dived deep into the fact that there are majorly 2 broad User sets. 1st User set (Who are hosting calls) and 2nd User set (who are attending the call). I didn't find any major problem in making users sets they were broad and distinctively classified into 2. The people who are conducting meetings and the others who are attending the meetings.

User sets

Empathy maps

Empathy mapping helps us to understand what a user actually Says, Thinks, Does, and Feels while interacting with a product. By splitting down the user's various feelings it gets easier to derive meaningful patterns from user insights. I have made Empathy maps of the 2 following Users sets.

Empathy Map

User Persona

After empathy mapping is done. I created User personas to give a representation of my target audience. It helped me to get a clear understanding of user behavior and their needs. I was also clear for whom the solution should be provided and what is necessary for them from a user-centered perspective.

Define: HMW Questions

The research data has been analyzed and the user’s needs, goals and motivations have been determined, it is time to frame HMW questions which are basically problem statements that have been rephrased to convert challenges into opportunities.

• People drop off early from the call - This is a major problem, to retain people attention in the call is very difficult. People drop from the call when they feel the content and delivery are not suiting them.

1. How might we help people to stay on call for the meeting for a longer period of time and not drop early from the call?

• Restricting the time duration of the call -The calls get extended extensively and the users are unable to concentrate well.

2. How might we restrict the time duration of the call ?

• Having human touch and eye contact - During offline meetings, people used to engage with each other well. They used to have eye-to-eye contact during calls.

3. How might we help users to have more human touch and eye contact with each other?

• Call gets deviated - It's a problem for the users because the meetings start with an agenda but get deviated from the main objective.

4. How might we help users to have a call without deviation ?

• Reducing User distractions - There are many distracted users face while attending online meetings. Many distractions like phone notifications, emails, games, etc.

5. How might we help users to reduce their distractions while on the meetings ?

• Helping users build good connections with each other - This might be not a big problem while in the physical world but engaging virtually is tough. Users are not able to engage with each other ultimately affects their professional work.

6. How might we help users to build good connections with their co-workers so that they can work better with each other?

• Having coffee breaks together - This is a problem for the users because physically they used to have breaks in between the meetings and vibe together. But during offline meetings, it's not possible.

7. How might we help users to have coffee breaks together so that they can vibe in with each other?

• Engaging with the content - This is a problem users face they are not able to engage with the content well because there is no specific content defined.

8. How might we help users to engage with the content well ?

Ideation and Wireframing

The following ideas are from the HMW questions we formulated from the previous section.

Having a Timer scheduler for the Meeting

• How might we restrict the time duration of the call?
• How might we help users to engage with the content well?
• How might we help users to have a call without deviation?

From the Desk and Primary research, we came to know that the users concentrate well if the call has a clear agenda and also when the conversations don't deviate from the main subject. Users lose interest and get distracted when meeting time exceeds. So I planned to introduce a Time Scheduler feature where Users will be able to fix time for the meeting. Also they will be able to have an agenda for the meeting. It will help to limit the meeting time.

Backing up the solution with Secondary and Primary Research: We came to know from the research that People aged 50 or more can maintain their focus for 58 minutes, while 35 year olds and younger lose their focus after 45 minutes.The longer and larger the meeting is, the more likely that attendees’ attention will drift off to other tasks. Also Sometimes people lose their concentration due to high cognitive load under such meetings of low relevance.

Having Scheduled coffee breaks

• How might we help users to build good connections with their co-workers so that they can work better with each other?
• How might we help users to have scheduled coffee breaks together so that they can vibe in with each other?
• How might we help users to have the human touch and eye contact with each other?

From the research, we came to know that users want to have an eye to eye contact with each other in order to interact well. During offline meetings, they used to spend quality time together. They also used to have time to chill and vibe in. So I planned to introduce a scheduled coffee break during the meeting. People will be able to have a break and also interact with each other better and have more informal conversations.

Backing up the solution with Secondary and Primary Research: At least 61% employees feel isolated while working remotely, Working from home and attending meetings online may sound exciting, but they are actually more draining than in-person meetings, You make more effort and your brain works harder during virtual conversations, compared to face-to-face meetings, Even though it isn’t something you consciously realize, it takes more effort to have conversations through Zoom than it does in real life, If Remote worker suddenly stops offering suggestions or participating in goal setting, they might be feeling disconnected from the team.

Low Fidelity Paper Wireframes

I started with low fidelity wireframes using paper and pen before moving to high fidelity digital wireframes to come up with detailed ideas and to decide the user flow.

Low fidelity wireframes

Medium fidelity wireframes

• I used Whimsical a wireframing tool to quickly make the screens and see how they will be useful for the users. After finishing my wireframes, I went ahead to get some feedback from my peers and iterated my wireframes, and made them better.

Coffee break wireframes

• The objective of having a Scheduled coffee break within the meeting is to help users have time to relax and have a place to interact with the team members informally.
• I introduced the Coffee Break button in the Meeting settings because it's the best place. After the user will open the meeting setting tab one will be able to locate the coffee break feature.
• I added the toggle button so that the users can easily switch on/off the coffee break mode. Only the host can access this ( so that there is no chaos)
• A coffee symbol will appear on the top bar just by clicking on the coffee symbol, the users will enter into a Coffee break zone.

Coffee break wireframes

• When the user will click the coffee button. They will enter a coffee break zone where new features like music and effect are also added.
• After selecting the music button the users will have the liberty to choose from the phone library, music from other apps, and some default music. This feature will help users to have an experience close as possible to the real world.

Jakob’s law states “Users spend most of their time on other sites, and they prefer your site to work the same way as all the other sites they already know”

• Keeping Jakob’s law in mind I introduced the Effect feature inspired by Instagram (because the Users are already familiar with it). Users will be able to edit their photos and will be able to choose many effects.

Time scheduler wireframes

• In meeting settings, I added the feature named Time scheduler.
  After clicking on it. An all-new panel will open. In the new panel, On the top bar Meeting title can be added. Parallel to the title, the total time of the meeting option is placed, when all the meeting agendas will be added, eventually the total time of the meeting will be calculated.
• The users will get a field to fill. The users can fill out a meeting Agenda. The users will also be able to choose time from the Time picker. To make it more easy and accessible 2 arrows up and down are added so that it becomes easy for the user to add time ( They can type also directly)

Time scheduler wireframes

Fitts law states that whatever action the user is taking make it more accessible.

• So keeping fitts law in mind I placed the Floating action button at the bottom of the screen so that it is reachable by the thumb. When the user will click on the add button, a new label will be added so that the users can add more agendas to the meeting The time will be shown in hour-minute format so that it's easily scanned by the user's eyes.
• Once all the agendas are set, the total time of the meeting will be calculated and will be shown on the top. When done users can return back.

One of the 10 usability Heuristics — Visibility of system status says that the product should communicate its status to the users

• So keeping the heuristics in mind, as the user will enter the meeting an empty progress bar will appear (to communicate that the meeting is on hold). On the top, the users will be able to see the Meeting title and a chevron. I added the chevron to indicate it's clickable.

Time scheduler wireframes

• The list contains the names of all the Meeting Agendas with their respective timings. After choosing the topic, the progress bar will start moving. The agenda time will also appear on the progress bar.
• The left and right arrow buttons to move to the next topic. It's manual so that the users can select topics according to their convenience. Also, one will also be able to see how many agendas are done and how many are left eg 1/5 or 2/10.

Control and freedom one of the usablility heauristics states that the users should be given control over their actions

• Keeping that in mind I added the cancel button for the progress bar so that if not needed, the users can do and undo it. Keeping the same heuristics in mind I added editing options for the list like edit, rename, delete and add new Topic.

UI and Prototype

After iterating and finalizing the wireframes, I created UI screens and prototypes on Figma to test them with users

For this project, the base app which has been taken is Zoom

UI and prototype

UI and prototype

Scheduled Coffee breaks

A feature that will help users to get a Personalized break between the meetings. A place to relax, interact and chill with each other. Added features like music and effects also.

Problem Solved

While attending Online meetings Users started facing the loss of personal connection, It was difficult for the employees to attend meetings as there were less of casual conversations. It affected their meeting patterns and work. So the scheduled coffee breaks solve the problem of lack of human touch and informal connection with each other.

People also have a limited concentration span. So having a scheduled break inside the meeting itself will help users to focus more and have a concentrated online meeting experience. Earlier people used to have coffee breaks with each other physically so now it's a virtual experience.

UI and prototype

UI and prototype

UI and prototype

Time Scheduler

This feature will help users to Set an Agenda and a timer for their meetings. Along with the Agendas the users have the freedom to set tentative timings so that the meetings will be better scheduled and finish on time.

Problem Solved

People usually lose attention because the meeting extends too long. So the Time scheduler will help users to have a more scheduled meeting in the first place. It allows users to set the Agendas of the meeting (which will help the meeting to have a more guided layout). Basically, it helps to have more scheduled, concentrated meetings with regulated timing.

Here is the full prototype.

Testing

Feedback — the never-ending loop

Shared my wireframe with the users. Got a few opinions and some memorable appreciations too.

Refined Prototype

I iterated the screens after finding out that the users were having certain issues while interacting with the prototype. I understood some of the key points that I needed to incorporate into my design.

• Make the progress bar available for Hosts / Participants.
• Add a “reminder” for the Coffee break.
• Change terminology from “Add topic” to something like “Add new topic”.
• Add a “small tutorial” for the Time Scheduler page.

Before and After

Added a notification for Coffee Break. A reminder for the users about the Coffee break during calls. It can be suspended.

Before and After

Users will get a quick tutorial before the Time scheduler page. Users can go through the full tutorial before starting using the feature. A kind of instruction manual because it's a new feature. It can also be skipped

Before and After

Users were having some confusion with the Add topic option. I changed the terminology from “Add topic” to “Add new topic”

Before and After

Added a meatball, where the users will have the liberty to choose between host and participants. The time tracker will only be shown to the host if the user wanted.

Learnings

One major takeaway for me from this project was that I need to unlearn to be perfect and that I can not try and solve each and every problem of the user. Initially, I tried to focus on multiple solutions in this project and then felt like I could have done justice to just one solution and create more iterations for the same.

I learned that research is extremely important to set the base of your entire design process, once the context is understood, the entire process of empathizing also becomes easier.

Looking forward to many more exciting projects in the future!

Thanks for sticking around till the end, hope you all liked the case study. Would love to hear your thoughts/feedback on the same in the comments.
You can reach out to me at aroratanya1853@gmail.com and on LinkedIn
#StudentForLife
Stay Happy! 😊😊😁

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