Case Study: Redesign Of Service From The Studio “Fury”

Webinars — a service for learning and collaboration, for corporations and individual users. There are millions of people with various levels of experience in the online environment. Our main goal is to make the service understandable to everyone, and communication is natural, as personal meetings. In the previous version of the Webinar successfully worked for three years.

At some point we realized it was time to move on and to expand opportunities for training, marketing and meetings. We gathered feedback from regular customers and have tried to consider all wishes in prototypes of the new system. Users want to easily find the files you need, have participants work in groups to quickly create webinars, simultaneous use of video, presentation and chat.

How to prioritize and add new features so that not to overload the interface and improve the interaction of users with the service. We research the latest front-end trends and solutions. We realized that the complicated program is better to divide into several monopolostic. Webinar, user contacts, file Manager and statistics.

The user can operate them separately or simultaneously, using only those parts of the system that he needs at a particular moment. The new structure will allow us to develop the service without a complete overhaul — you can replace existing parts of the program or add new. A clean interface was achieved because all parts are hidden and the default settings are universal.

The newcomer misses the platform and immediately sees basic functions — it can without delay create the webinar and get started. Already on the second or third use it will reveal the full potential of the platform and customize it for yourself. Experienced user will find everything you need at once, because we used templates, familiar to all who used Google or Facebook. The more you interact with the platform, the more it knows about you — over and over again creating webinars and other tasks become faster and easier.

Webinars as a tool of communication, so special attention was paid to the principles of presenting information. Now we give the user only the information he needs, without distracting on superfluous details.

To help users get a personal page, we made a constructor for the landings. Structure, gamma, accents delicately direct the users attention and help to perceive information. From the landing you can ask the lecturer a question. This additional interaction is useful not only to the listener — prompt questions to the lecturer, what information should clarify.

Our service connects millions of users and we wanted to create for them a beautiful and comfortable environment. Previously, users had uploaded a cover of webinars, making it difficult to maintain eye integrity of the system. We decided to make a cover of the main element of corporate identity. Has developed an algorithm that creates for each lecturers individual image based on the webinar. The lecturer introduces their data — and the cover is ready.

This led to the creation of the webinar even faster and engage users. Wanted party at once started to use the platform without wasting time on training, so we made onboarding inside of the webinar. Before it was just a “webinar about webinars” and a long list of instructions. Now illumination of the elements and tooltips users guide was explaining about the new features of the service.

If the user accidentally made the wrong step, the execution order of tasks adjusted to it, and he did not miss. The presentation area was initially too small, which on the small screens of information to read seriously, but many use the service from your tablet or phone. Needed to enlarge, while leaving the video chat and controls. In the end, we narrowed the field a bit and put the video on the display area, where usually no important information.

There has been much discussion about the airing. Should it be done automatically to save time, or in several steps, so that the lecturer has time to prepare. Testing has shown that several steps users are not burdened, while the automatic air discouraging and nerve-wracking. If the output is a one-click, there is a risk of accidental pressing.

If before users can go on the air only, but now the lecturer can send an invitation, which is very convenient for conferences and business meetings. Also the lecturer may exclude participants from the ether — as a function of moderation.

Usually, users have finished the webinar, simply closing the browser tab. But the lecturer it is important to see statistics for the participants after the event. Therefore, the “End webinar” we put in a “Pause”button. At first glance, a Pause is inconvenient, but we did this intentionally to prevent accidental exit from the airwaves.

For usability testing we chose several focus groups with different purposes. Training, marketing and meetings. In each direction held three or four meetings with clients. In General, problems arise from the same.

To work with the audience during the webinar we did a sidebar with a mini-form for invitation of participants. But it was not enough. It took long time to scroll through the contact list and still go out in search menu. We therefore replaced the panel on the pop-up as in the main address book, here are advanced search and a field for entering tags.

Added a list of those who have already been invited, so that participants are not duplicated. For the imported list has introduced an automatic tag with the date of discharge contacts. File Manager inside of the webinar changed by the same principle. Pop-up in our case it is more convenient than the block-transformer or a list.

Also more clearly outlined the area of drag and drop where you can upload multiple files. In the field of creation of the webinar was not clear to the user what information it adds to the landing, and some for myself as administrator. All internal settings we have moved to the right side of the interface, and the external left left.

Optimization for the meeting. When we thought through the functionality and interfaces we focus mostly on the formats of webinars as training employees and working with potential clients. So, got a few optional items for meetings. For example, do not need detailed statistics after the webinar — we will take it.

Not always needed im planning to give the possibility to wrap for internal meetings. I also want to introduce a feature check-lists and send taken during meetings of the decision in the form of a letter. The start of the webinar should be fast, with the ability to immediately schedule your next appointment. User interaction.

We believe that users need to follow not only in getting acquainted with the service, but in the first time. Therefore, we plan to make in-app messages from employees Webinar. For example, a pop-up notification from the Director, who proposes to leave feedback about the service. In-app from a personal account Manager who noticed that the customer began to conduct more webinars, and offers to switch to another tariff.

Emotion, user engagement. We want to revive our service. In the last iteration we added chat emoticons, also plan to create a list of popular questions and the ability to “like” content. From all this history we have made several major findings.

In any case, we are glad to have accomplished an essential task — made the interface is minimalistic, intuitive and modern. Now a newbie will not be confused by the huge number of icons, buttons, settings and functions. You come in, and immediately you can start working.

In this sense, the system has become more universal. Whether its a master class in knitting or lecture on medieval philosophy from distinguished Professor — interaction has become much easier. While we understand that not everyone is a webinar listener intentionally. Therefore, we tried to make the system friendly and bright, to further engage listeners.

Improved functionality and new interfaces have attracted new users. Listeners were more likely to come to our webinars. For two weeks the number of registrations increased by about 2-2. 5 times. On 15% increase in the number of participants who listen to the webinar until the end.

With regard to our clients, they started to work more with recordings of webinars in the editor episodes, convert them and use the video content for a variety of resources. Internal training is not yet is in such high demand as we had planned (more often it does not pass through), so for all the paragraphs we introduced a reward in the form of additional file space. Other illustrative formats — training webinars, instructional videos — to give up not yet. Still get a lot of questions from those who are accustomed to the old interfaces.

Now, we are in “idle mode”, only correcting obvious flaws. With the release less than three weeks, and judged by quantitative statistics is still difficult. While we summarize the user feedback, our observations and marketing metrics. I hope that all this will make interaction within the service even better.

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