The first order of business was to improve the user experience of the NPS form so we could gather more user feedback. The form already existed in the app as a non-responsive web form displayed inside a web view. We knew we could improve the user experience by implementing the form natively on both phones and tablets.
Once the newly designed form was released:
On the confirmation screen, promoters are encouraged to submit their rating to the app store.
I created a clickable prototype to assist in design communication with the European based development team. If you are viewing from a non-mobile device, you can navigate through the screens individually.
Ideally, users enter a meeting and the audio works seamlessly; however, that is not always the case. Our users have expressed, and we've experienced as well using the app, that when the audio breaks down it degrades the quality of the session, sometimes irreversibly. We redesigned the experience so users could easily and quickly access their audio status and options.
We first identified opportunities for improvement in the current design:
Armed with this information, we made the following changes:
At the top of the screen, users can see their current audio status. Below that, they can choose to connect either via VoIP or the phone.
The status at the top has updated to show a user connecting to the Internet Call. At this point, the user can decide to switch to the phone call or disconnect from the session audio entirely.
The status has updated to show users have successfully connected to the phone. Users can decide to switch to the phone call or disconnect from the session audio entirely.
We noticed a large number of NPS feedback with a common theme: users were able to hear others in the meeting, but those folks could not hear them. Our team hypothesized these users had not granted the app the mic permissions it needs to connect via VoIP. Taking a page from Cluster's experimentation, we evoked the dialog at the most opportune time while adding instructions on how to grant permission later on. After its release, that type of user feedback reduced dramatically, and this same model of permission request was used for other permissions in GoToMeeting, as well as other Citrix offerings including GoToWebinar, GoToTraining and OpenVoice.
When a user first joins a GoToMeeting session, they are informed that others cannot hear them because they have yet to grant mic permissions to the app.
When a user taps on the mic icon, they are prompted to grant GoToMeeting mic permissions so that others may hear them during the session.
If a user denies mic permissions, this dialog appears the next time users tap on the mic icon, displaying the necessary steps to grant permission.
Mobile users are vulnerable to Internet signal fluctuations that can interfere with the quality of their meeting experience. To combat that, we designed a message users see when they are disconnected from the Internet for 5 seconds or more (this minimum length prevented fluttering in case of split second drop-offs and reconnects) with instructions to dial into the session.
When Internet connection is lost, a message animates down from underneath the top toolbar in the same visual and interaction style as the Notification Center.
A user can expand the message to fit the entire screen, displaying meeting information and directions on how the user can troubleshoot their connection as well as dial into the meeting.
If Internet connection returns while the message appears, it changes to display this message and automatically animates back underneath the top toolbar.
I created a design stencil to maintain consistency for myself or anyone else working on this project.