Audio issues can ruin online meetings. GoToMeeting, GoToWebinar and GoToTraining users encounter problems like echo when they join meetings if they connect to duplicate audio when joining a session. In this initiative, we sought to improve audio-related NPS (net promoter score) and reduce incidence of connection in two modes. Automatic audio connection was removed and a series of steps guides users through selecting their audio mode to connect. The User selects their microphone and speakers or dials a phone number, access code and PIN. Once they've completed audio setup, they connect to audio or see a message asking them to wait for the host to arrive.
Step by step audio onboarding
The design was shaped by design critiques, internal user tests, editorial reviews, feedback sessions from customer care agents, UserTesting.com tests, and customer office hours. Audio-related NPS saw an increase of 2-4 points. User feedback has been positive on the clarity of the steps. Challenges remain in supporting power users. Many ignore the checkbox and continue to click through the steps every time. The growing complexity between options (VoIP, toll-free, long-distance, Call Me) means that users have to click around to discover features they may miss. Some revenue-earning features are not as obvious or enticing.
Users who wish to connect to the meeting using their computer's mic and speakers follow this flow. They select computer audio, then see a "test your sound" page where they can select from a list of devices and use color bars to see if their audio is working. They can also play a test sound to make sure they can hear. These settings are remembered for next time and the user will skip over this dialog unless their device setup has changed.
Some users prefer to dial into meetings by phone. After talking with users, we discovered that some feel more confident with phone audio because it is less likely to drop if the internet connection fails. Others simply like to walk around with their mobile device and stay connected to the meeting away from their computer. We discovered that inputting the phone numbers, access codes and PIN was especially difficult for users, so we made numbers large and clear and included # prompts so that users don't have to listen to spoken instructions alone.
We conducted over 30 user interviews, 33 internal usability tests, and 60 remote usability tests on our audio interface in 2016. Customers shared with us their stories of difficulties when switching environments from their desk to a conference room, or how they struggled to coach their attendees to set up audio at the beginning of a meeting. We learned that users value large, clear instructions and step-by-step flows over all-in-one information overload.