GoToMeeting Web Experience

UX design lead

Online meeting made easy

Meet wherever, whenever in your browser

Pattern library

Audio onboarding

Here's how I solved the audio onboarding problem

Can you hear me?

- audio issue

You might be familiar with this scenario, you are on a video call with someone, and for some reason you guys just cannot hear each other. You’ve tried everything to bug fix and then in the end you were left no choice but to phone that person. Yes, this happens to GoToMeeting as well and it's our No.1 concern in terms of usability.

There were a lot more to this project, but I am only using this as an example of my design thinking process.

In solving the problem

Do you know you have two ways to get connected?

Early stage concepts

For the two options we offer the users to connect to a meeting, one straight forward thought is to spell out the options and put them right in front of their faces, with all the information they might need, which would be a faster and easier way in deciding how they are going to get connected.

People just hate long wait

During our research, we digged extremely hard in finding out the real user behavior. The data came out from our research is quite surprising. For GoToMeeting web experiences, 41.2% of the users are very first time user of GoToMeeting. Around 15% of them ended up having audio issues and then were forced to switch to the desktop version as they give up trying. Also, the average time they would rather spend on that was just as little as no more than 5 seconds.

A better solution

How much information can we put in a one-pager ribbon? What is the right amount of information that won’t overload the user cognitively? The answers would depend on the design itself.
Users spend less than 5 seconds here, therefore the time for us to grab them were just more precious.

Into the details

We’re still not done yet. Users also need to be shown how the selected audio option works. The ultimate goal was to make sure everyone can hear each other clearly. I explored 10+ different options with various visual treatments.
At this point, I was too far into all the details that I decided to take one step back for a better overview. The whole picture is always important.

More decision points

Now it’s a good time to revisit some of the initial goals I set before I started designing my solution.

A side note - attention to details

“Hey, I need to know if my microphone is working”, said by many customers. I spent a few hours trying to figure out the best way to visualize the status for an active speaker. It was a fun process, do you know which one I picked in the end?

Well, I didn’t use any of the above designs. The final decision was very close to the third one among the “bar” option, and it was a long story with several rounds of iterations before delivery.

The final option

Evaluate the solution

How did we test it?

Two rounds of user testings were conducted and the result came out pretty well: most of the designs had a 100% successful rate in the usability testing. Yet I was able to identify some usability issues and would be working on to improve them. Please stay tuned! (Yea, you know I cannot talk about things that haven’t been released yet.)

How did we evaluate it?

There are a lot more...

What you've seen here is a very small part of the project and I have been working on it for a little bit more than two months, including design, usability testing (two rounds) and iteration.
You can try out the web version of GoToMeeting live (yea, you do need to have a Citrix account to do so) and let me know if you have any feedback!