Making Meetings Tolerable: Meeteor


I am currently working with a SaaS startup called Meeteor as the UX Lead. My main focus is on improving the onboarding experience in order to increase user retention. Meeteor makes meeting management software to guide users through the meeting creation and note taking experience by providing a structured way to improve meeting outcomes. 80% of users who create a Meeteor account, either through self sign-up or invited sign-up, never return. The KPI's are # of meetings created and # of active users. The company is currently working to improve the platform in time for an April full site launch.

Business Goal: Enhance user experience of Meeteor onboarding process to increase user acquisition and retention

Length: Ongoing

Team: Solo UX designer, supported by 10 people in development, product, and business teams.

Contribution: UX Lead

Tools: InVision // Trello // Slack // Sketch // Google Sheets & Docs 

 

 

Research


I used:

Heuristic Evaluation to analyze current site's usability practices

Usability Testing to understand users ability and experience completing key platform tasks

Competitive Analysis to scope the market's approach to similar challenges and interactions

 

Heuristic Evaluation: Self Sign Up

Key takeaways:

  • System lacks appropriate feedback to user for error prevention and handling
     
  • Copy does not convey warm and friendly brand the business team desires
     
  • Although hotspots seem voluntary, they won't go away unless user clicks them, thus falsely communicating commands for onboarding
     
  • No clear call to action after user is onboarded
     
  • The titles for each text field are missing
 

Heuristic Evaluation: Invited Sign Up

Key takeaways:

  • Low contrast borders make it difficult for user to distinguish important tasks with rest of platform
     
  • User is not provided context of how their team is structured on Meeteor
     
  • Copy is disjointed from the warm and friendly brand vision
     
  • The titles for each text field are missing

 

     

    Competitive analysis

    Key takeaways:

    • Value proposition is clearly communicated on each onboarding page
       
    • Use of product shots helps describe platform without verbose helper text
       
    • Use of contrast color for side/top navigation helps anchor user once on platform
       
    • Text box title and helper text are used separately
       
    • Allow user to end onboarding tour at any point

    •  
     

    Usability testing current site

    Testing:

    1. Self Sign-Up: Sign up from Marketing page (3 users)

      • Create a Meeteor account
      • Create a meeting
      • Invite 1 person to Meeteor
    2. Invited Sign-Up: Sign up from email (3 users)

      • Accept sign-up to Meeteor
      • Create a meeting
      • Find out who else is on your team

    Results:

    1. System Feedback - Fails to notify user when
      • Adding someone in workspace info
      • Adding someone to a meeting
      • Adding a date for a meeting
         
    2. Concept - Users are confused about
      • Workspaces
      • Interaction between co-workers on platform
         
    3. Interaction - Users are confused about how to
      • Invite/view co-workers
      • Complete tasks due to lack of effective call to action
     

    Synthesis


     

    Users need a way to understand the platform and its main actions without dense copy and tool tips

     

    Ideate


    I began to reimagine how the onboarding process could look and feel. I was seeking a quick way to demonstrate the value of the product while illuminating how to use it very quickly. Based on the user tests, I realized most people will not read every line of copy so we couldn't use instructional paragraphs as a crutch any longer. I was quite alarmed at how poor the onboarding experience was for invited users, so I tried to figure out how to show them that they weren't alone on the platform. The key, I found, was to encourage collaboration - a goal the current site failed to accomplish.  I sketched extensively, garnered feedback from team members, and iterated as needed. 

     

    Prototype & Test


    Prototype
     

     

    Usability Testing the Prototype

    I wrote a screener survey and posted it to Craigslist NYC looking for candidates who attend at least 3 meetings/week, are between the ages of 25-50, and work in an office. Within five days I got 370 responses and filtered that down to 97 qualifying candidates. I scheduled 8 user tests, offering a $40 Amazon gift card for a 30-minute usability interview.

    Testing:

    (4) Invited & (4) Self Sign-Up Users

    1. reate a meeting
    2. Get a co-worker to sign up for Meeteor
    3. Schedule a meeting with their co-worker
       

    Results:

    • 29% increase in invited user satisfaction with the overall product and creating a meeting
    • 66% increase in create meeting task completion for invited users
    • 33% increase inviting/viewing team task completion for invited and self sign up users
    • Create Meeting call to action is clear and draws user attention
    • Dropdown is best interaction for adding participants 
    • Two calls to action for invited sign-up is ineffective
    • Notes and Roles are WOW moments
    • Users look for developed platform status - may be solved with demo meeting/workspace

     

     

     

     

    New Feature - Global Add

    The business goal for onboarding was for each user to create one meeting and invite one person to Meeteor. In order to more effectively facilitate these two important interactions, I designed a global add button. This feature solves the confusion users face on the 'My Work' page, where there is no CTA - a frequent error in user tests. The pop of color is meant to draw the user's eye to the global add button. 

     

    Iterated Onboarding Design in progress...