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MeetingMaps
Usablity Testing

Case Study

MeetingMaps
Usablity Testing

Case Study

Usability Testing

OVERVIEW

In this project, along with 3 people, I had the opportunity to conduct usability testing and evaluation for Meetingmap (now known as iClerk), an AI tool designed to enhance online meeting efficiency by offering automatic transcriptions, summaries, and a chatbot for managing meeting details. 

The goal was to identify usability and accessibility issues and provide design recommendations to improve the overall user experience.

ROLE

UX Researcher & Usability Testing Moderator

September 3, 2023 – December 3, 2023

Group Project

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Project Focus

Meetingmap (iClerk), while highly functional, presented users with challenges during key tasks like inviting the iClerk chatbot to meetings and editing meeting transcripts.

  • Our heuristic evaluation revealed issues related to system feedback, button visibility, and ease of use.

  • The project aimed to improve the onboarding process, streamline key features, and make the platform more intuitive for new users.

Initial Research

Collaboration and Tools

Throughout the project, I collaborated closely with my team members and stakeholders. Weekly meetings with the CEO and CFO allowed us to align our testing objectives with the company's goals. We used tools like Zoom for remote usability testing, along with Google Calendar for integration testing.


These tools were used to conduct the usability test

Zoom

Google Calendar

Nielsen’s Usability Heuristics

WCAG 2.1 Accessibility Guidelines

To address these issues, we initially conducted a Heuristic Evaluation.
Based on Jakob Nielsen’s “10 Usability Heuristics for User Interface Design” and accessibility heuristics derived from WCAG 2.1.

Heuristic Evaluation

(Click here to access the heuristic evaluation report)

Usability Testing

The usability testing aimed to identify key usability challenges in Meetingmap (iClerk) and evaluate how effectively users could perform essential tasks such as inviting the iClerk chatbot to meetings and editing meeting transcripts. The testing was designed to provide insights into both new user onboarding and regular feature usage.

Participants

For this study, we recruited 8 participants using convenience sampling. The participants were professionals who regularly used online meeting tools like Zoom or Microsoft Teams but had never used Meetingmap before. This ensured that they could provide fresh perspectives on the platform's usability.


Inclusion Criteria

  • Age 20+ and professional experience in sectors like sales, education, healthcare, or management.

  • Regular usage of online meeting tools in the last 30 days (Zoom, Teams, etc.).

  • Users of Google or Microsoft email and calendar tools.

  • No prior experience using Meetingmap.

Exclusion Criteria

  • Individuals who had never used Zoom or Teams in a work or educational setting.

  • Current Meetingmap users or full-time students.

Research Questions

Can users successfully link to a Google Calendar using the provided account

credentials?

Can users invite and un-invite iClerk to a Zoom meeting using the provided meeting URL?

Can users effectively use the iClerk chatbot to find the solution to a predefined problem?

How long does it typically take for users to invite or uninvite iClerk to/from a meeting?

Can users un-invite iClerk from a previously joined meeting?

Can users effectively use the iClerk chatbot to find the solution to a predefined problem?

Are users satisfied with the product overall?

Would users consider incorporating the product into their daily lives?

How likely are the users to recommend the product to friends or colleagues?

Can users find a specific video within the library?

Users' Satisfaction with the Product

Users' Satisfaction with the Product

Users' Satisfaction with the Product

Editing the Transcript of a Specific Video Within the Library

Editing the Transcript of a Specific Video Within the Library

Inviting/Uninviting iClerk to a Meeting

Inviting/Uninviting iClerk to a Meeting

Inviting/Uninviting iClerk to a Meeting

iClerk chatbot

Connecting to a Google/Outlook Calendar

Users' Satisfaction with the Product

(Click each task to know more)

Test whether users could link their Google calendar to their Meetingmap account with ease.

Goal

Connect Google Calendar to Meetingmap Account

1

Evaluate how easily users could interact with the iClerk chatbot to learn how to invite it to a meeting.

Goal

Ask the iClerk Chatbot How to Invite iClerk to a Meeting

2

Test the core functionality of inviting iClerk to a meeting.

Goal

Invite iClerk to a Meeting

3

Test how easily users could edit a transcript within the platform.

Goal

Edit Meeting Transcript

4

Evaluate whether users could easily uninvite iClerk from a previously scheduled meeting.

Goal

Cancel iClerk's Invitation to a Meeting

5

Tasks

Test the core functionality of inviting iClerk to a meeting.

Goal

Invite iClerk to a Meeting

3

Test the core functionality of inviting iClerk to a meeting.

Goal

Invite iClerk to a Meeting

3

Test how easily users could edit a transcript within the platform.

Goal

Edit Meeting Transcript

4

Test how easily users could edit a transcript within the platform.

Goal

Edit Meeting Transcript

4

Evaluate whether users could easily uninvite iClerk from a previously scheduled meeting.

Goal

Cancel iClerk's Invitation to a Meeting

5

Evaluate whether users could easily uninvite iClerk from a previously scheduled meeting.

Goal

Cancel iClerk's Invitation to a Meeting

5

Method

  • This usability study was conducted involving
    six tasks and one group of participants who completed the series of tasks.

  • Total of 13 participants (1 pilot, 10 regular, 2 backup) were selected.

  • Each session lasted approximately 1 hour.



Study Design

Participants

  • Participants were selected and provided with informed consent documents before the sessions.

  • The participants represented the
    target user group and were asked to perform specific tasks using the Meetingmap platform.

Procedure

  • Participants completed a background questionnaire, then performed six tasks designed to address the research questions, such as connecting a Google Calendar and managing meetings via Meetingmap’s chatbot, iClerk.

  • A post-task questionnaire gauged satisfaction and confidence.

Findings

  1. Invitation Process :

    Many participants struggled with locating the "Invite iClerk" button. Errors averaged 1.88 per participant, and users reported confusion about whether iClerk had been successfully invited.


  2. Editing Transcripts:

    Users found it relatively easy to locate and edit transcripts, with an average task completion time of 51.88 seconds. However, assigning speakers in the transcripts led to confusion due to an unresponsive button.


  3. Onboarding Experience:

    New users experienced difficulties navigating the platform without guidance.

Contribution :
We identified the need to centralize relevant action buttons and provided a design recommendation to improve the visibility and placement of the iClerk invitation widget.

Contribution :
We suggested improvements to the speaker assignment functionality to reduce manual effort and increase automation.


Contribution :

We recommended creating a concise onboarding process, including an interactive walkthrough or a tutorial video on the homepage, which could significantly reduce user frustration during their first interaction.


Key Findings

  1. Invitation Process: Many participants struggled with locating the "Invite iClerk" button. Errors averaged 1.88 per participant, and users reported confusion about whether iClerk had been successfully invited. (Your Contribution): I identified the need to centralize relevant action buttons and provided a design recommendation to improve the visibility and placement of the iClerk invitation widget.

  2. Editing Transcripts: Users found it relatively easy to locate and edit transcripts, with an average task completion time of 51.88 seconds. However, assigning speakers in the transcripts led to confusion due to an unresponsive button. (Your Contribution): I suggested improvements to the speaker assignment functionality to reduce manual effort and increase automation.

  3. Onboarding Experience: New users experienced difficulties navigating the platform without guidance. (Your Contribution): I recommended creating a concise onboarding process, including an interactive walkthrough or a tutorial video on the homepage, which could significantly reduce user frustration during their first interaction.

Enhanced Onboarding

MeetingMaps

We proposed the implementation of a step-by-step onboarding tutorial that introduces users to key features like inviting iClerk and editing transcripts, based on feedback that users were initially confused.

To address the issue of scattered and hard-to-find buttons, we recommended centralizing all iClerk-related controls in one area to improve discoverability and reduce task completion time.

MeetingMaps

Improved Button Visibility

Clearer System Feedback

We proposed adding visible confirmation messages after key actions, such as inviting iClerk to a meeting, so users could easily confirm that their task had been completed successfully.

MeetingMaps

Design Solutions and Recommendations

Key Findings

  1. Invitation Process :

    Many participants struggled with locating the "Invite iClerk" button. Errors averaged 1.88 per participant, and users reported confusion about whether iClerk had been successfully invited.


  2. Editing Transcripts:

    Users found it relatively easy to locate and edit transcripts, with an average task completion time of 51.88 seconds. However, assigning speakers in the transcripts led to confusion due to an unresponsive button.


  3. Onboarding Experience:

    New users experienced difficulties navigating the platform without guidance.

Contribution :
We identified the need to centralize relevant action buttons and provided a design recommendation to improve the visibility and placement of the iClerk invitation widget.

Contribution :
We suggested improvements to the speaker assignment functionality to reduce manual effort and increase automation.


Contribution :
We recommended creating a concise onboarding process, including an interactive walkthrough or a tutorial video on the homepage, which could significantly reduce user frustration during their first interaction.


Enhanced Onboarding

MeetingMaps

We proposed the implementation of a step-by-step onboarding tutorial that introduces users to key features like inviting iClerk and editing transcripts, based on feedback that users were initially confused.

To address the issue of scattered and hard-to-find buttons, we recommended centralizing all iClerk-related controls in one area to improve discoverability and reduce task completion time.

MeetingMaps

Improved Button Visibility

Clearer System Feedback

We proposed adding visible confirmation messages after key actions, such as inviting iClerk to a meeting, so users could easily confirm that their task had been completed successfully.

MeetingMaps

Design Solutions and Recommendations

Design Solutions and Recommendations

Enhanced Onboarding

MeetingMaps

We proposed the implementation of a step-by-step onboarding tutorial that introduces users to key features like inviting iClerk and editing transcripts, based on feedback that users were initially confused.

To address the issue of scattered and hard-to-find buttons, we recommended centralizing all iClerk-related controls in one area to improve discoverability and reduce task completion time.

MeetingMaps

Improved Button Visibility

Clearer System Feedback

We proposed adding visible confirmation messages after key actions, such as inviting iClerk to a meeting, so users could easily confirm that their task had been completed successfully.

MeetingMaps

Key Learings

Through this project,
I learned the critical importance of system feedback and button placement in enhancing user experience.

This experience further solidified my ability to conduct usability tests, synthesize findings, and create actionable design recommendations to solve real-world UX problems.

I also gained valuable insights into the importance of onboarding in reducing cognitive load for new users.