GoToWebinar is a virtual conference hosting application and platform to engage with webinar audiences.
As a product, it has a lot to offer its customer base, but new features get buried under the legacy product infrastructure. Therefore, in 2018, my team redesigned the end-to-end webinar experience in order to surface all the new features.
In the redesigning process, I worked on multiple projects including the recording gallery, the notification center, the opt-in experience, etc. One of the most exciting task I tackled was the redesigning of the webinar scheduling.
GoToWebinar: Webinar scheduling
Before & After
Shifting mindset
Instead of educating users the differences between the three types in terms of technology and use cases, the new solutions focusing on the webinar outcomes and speak in the language of organizers.
What if user get to choose what they need, instead of what we offer?
The final solution is a winning of aesthetic, simplicity and empathy
Final solution
As one of the key player in the Webinar industry, GoToWebinar has led waves of revolution of webinar steaming techniques. Our team launched the Webcast and simulated live webinar in 2017, which has filled the blank space of unmet the user needs.
However, we have noticed the occupation of the new tyeps of webinar are fairly low, despite of marketing spending on the ralatively new types of webinar.
To better understand the problem space, we conducted 12 unmoderated interviews with existing customers to understand the current scheduling process. Participants were asked to walk us through a typical process of scheduling a webinar and talk about the top actions they regarded as important.
This study help identified the top 3 opportunities to improve the scheduling process: simplifying the scheduling flow, tailoring the experience for both light and heavy users, uncovering buried functions.
The challenge: adoption of noval webinar
I started with sorting out the information architecture by bringing together related settings, and get rid of settings that organizers don’t care. Built on the IA, I created multiple explorations of the scheduling flow, and narrowed them down to one mobile and one desktop prototype to test. I also collaborated with our UX editor to test on various different combinations of term and tooltips.
We found out that people are having continues confusion about the term we use to describe webinar types.
In the usability test and customer interviews, overall, we found users are also starting to find buried features with the new design. Primarily, it’s because “Webcast” and “Simulive” are rather new concepts to the market. They are really artificial we invented to serve our own need – to define the service.
The iteration
It was fairly easy to get used to the logic that a product originally has and ignore the foundational user needs.