PRE AND POST CONVERSATION CTA
Improving An existing video chat platform to increase user activity and satisfaction
In a group of three, we were given the task to create Junto's call-to-action feature for their computer program after an event. Additionally, Junto aims to enhance its brand by introducing these extra services. To achieve this, the new design will help users understand their role in Junto's community. This will lead to a more engaging and fruitful experience for Junto's customers and potential clients.
Client
Junto
Timeline
3 weeks
Team
Jameka Josephs
Zenia Kim
Tomomi Tsukioka
Role
UI/UX Designer
Background
Junto is a video chat platform where people can have organized group chats about different topics like news or social issues. They believe that real connections happen when conversations are in smaller, more personal groups. Their goal is to encourage interaction and create communities among peers.
Users can sign up to create or join virtual chats without any scheduling or facilitation, similar to an automated book club. Organizations can create conversation guides and invite their audience to join in and interact with others on the website.
There are three event types users can experience:
In a hosted event, a host guides rooms with limited participants.
In a hostless event, unlimited participants join smaller breakout rooms for conversation. Group votes determine the progression between sections.
In a livestream event, unlimited participants watch a live stream and then enter smaller breakout rooms. This transition from live stream to breakout rooms may occur multiple times.
Stakeholder Interview
Before starting our research, we spoke with Ben Turtel, the founder of Junto, to learn more about what he wants to achieve with his platform. After our conversation, we established the following objectives for our project. Our main goal was to find a way to get more users involved and to better understand their opinions. As our overall vision, we aimed to stay true to Junto's values while creating a welcoming and positive community for our users.
During our stakeholder interview, we decided to focus on three areas for improvement:
1. Introducing a waiting room before users enter conversation rooms
2. Including a post-conversation call-to-action to encourage users to continue the conversation.
3. Considering a different color scheme.
Task Analysis
We then analyzed competing apps that provide similar places for discussions like Junto.
Discord
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Click on “Register”
Enter phone or email
Enter email
Register by username and password
Enter date of birth
Create account
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Create your own server or start from template
Choose “For My Friends” or “For Community”
Discover “Featured Communities”
Facebook Groups
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Click on “Create New Group”
Name group
Choose type of privacy
If private, choose type of visibility
Invite friends by typing name or selecting from suggestions
View desktop preview
View mobile preview
Press “Create”
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Select “Join Group”
Answer questions
Submit answers
Cancel request if wanted or await approval
Geneva
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Click on “+” button on side navigation
Select “Create Your Own Home”
Customize rooms in your home
Name home
Add a home description
Choose a home color
Choose a home privacy setting
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Click on “+” button on side navigation
Select “Create Your Own Home”
Tap on “Already Have An Invite?”
Invite link from clipboard will be automatically copied to join
Element ANALYSIS
We studied three companies and looked at their actions before and after certain activities. Our goal was to see what strategies our competitors were using.
Zoom
Zoom has a waiting room for users to wait before joining conversations. Users can use this time to get ready. Hosts can also use this time to prepare for participants, ensuring a smooth transition.
Uber
With Uber, users can rate their driver with stars or give a compliment. They can also leave a thank you note or provide feedback to help us improve. These options let users feel heard and have a say in future improvements.
AIRBNB
Like Uber, Airbnb also offers the user the choice to rate their host with a compliment or star ranking.
They may also leave a private note to give suggestions or express gratitude.
As you can see, we reflect on positive reinforcement.
USER INTERVIEWS AND SURVEYS
Through research, we gained insights into our users' thoughts and actions, as well as their overall perception of Junto's platform. To collect data, we conducted ten user interviews and a survey with ten participants. We then organized all the gathered information through an affinity mapping session. From there, we chose "I" sentences that define our users, such as:
I value in-person conversations.
I can accept differing opinions.
I need to trust the platform where I share my thoughts.
I feel at ease expressing myself in safe environments.
I would like to engage in enjoyable activities while waiting.
I want to know the people I will be discussing with.
Personas
We created two types of user personas to better understand and focus on the needs of our main user groups. The primary persona is River, who often participates in online discussions. The secondary persona is Jaisha, who is very familiar with Junto's platform.
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Primary Persona
River likes being involved in group discussions. He enjoys learning from and connecting with new people and wants to find a platform that allows for close interactions with peers. His main desires are a place to express his thoughts and meet people who share similar views. What he really needs is a safe environment to share opinions and discuss various topics like gentrification, finance, and inclusivity. However, his main frustration is the lack of spaces for small, intimate conversations and the inability to have focused discussions on specific topics of interest alongside others.
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Secondary Persona
Jaisha regularly uses Junto, engaging in conversations weekly. She enjoys discussing her interests and staying informed on current events. Jaisha seeks a inclusive platform to build meaningful connections with other users. She values the ability to offer feedback, receive feedback, and suggest improvements. However, Jaisha sometimes struggles to feel included in conversations and finds certain discussions too subjective..
USER FLOWS
Our user flow demonstrates how the user goes from the main topics page to selecting an activity and then navigating through the user feedback.
Problem Statement
User wants a private online place to have deep talks, freely share thoughts and ideas, and make close friendships.
Solution Statement
To create a waiting room and allow users to give feedback, making them feel connected and part of the community.
Sketches
We each made drawings for Junto's "waiting room," "ratings," and "feedback" screens during our design meeting. We talked about the design elements we liked and might use in our final design. We changed the bottom menu in our final sketches, added things to do in the waiting room, and gave the rating screens a new look.
Color palette Revision
Through research, we found that users wanted Junto's colors to be more vibrant, so we made them more interesting. We tried different colors based on how they make users feel and how easy they are to see. We kept blue for trust, expression, and wisdom. We added orange for sociability, friendliness, and confidence.
EXISTING COLORS
HEX: #262734
HEX: #262F4C
HEX: #303B5F
HEX: #676771
HEX: #9BFBC2
PROPOSED COLORS
HEX: #183367
HEX: #1D428A
HEX: #2453AD
HEX: #9BFBC2
HEX: #FF7425
HI-FIDELITY MOCKUPS
We each made drawings for Junto's "waiting room," "ratings," and "feedback" screens during our design meeting. We talked about the design elements we liked and might use in our final design. We changed the bottom menu in our final sketches, added things to do in the waiting room, and gave the rating screens a new look.
USABILITY testing
We made some small changes to the initial designs and then created more detailed plans. We used Figma to make the designs clickable. We tested the prototype with six users.
We had four main goals for the testing: users should be able to go through the process in under seven minutes, understand the purpose of the waiting room with only one mistake, give feedback on conversations and participants within three minutes, and complete the donation process with no more than two mistakes.
We had a list of 14 tasks to test these goals. We asked users to understand the waiting room, understand the activities in the waiting room, rate conversations, rate participants, and read through user information. We recorded how long it each user to complete each task and how many mistakes they made.
All the users except one were able to achieve all four goals. One user couldn't complete the last goal because they didn't finish the feedback process. Overall, 96% of the users navigated through the design successfully.
DESIGN ITERATIONS
Our user testing gave us helpful information that will guide us in making changes and improvements to our design.
TIME TRACKER
Our first prototype didn't have a timer in each activity room. In the updated version, we added a timer so users would know when the conversation will start.
PARTICIPANT FEEDBACK
We asked users for their opinion on the star rating and found that it wasn't helping create a positive environment for feedback in Junto. Now users can only give good badges for participant feedback.
DONATION DETAILS
After seeing our presentation on how to donate, some people felt uncomfortable and uncertain about giving money to an organization without more information. In the next phase, we included the organization's logo and a short explanation.
PROGRESS TRACKER
Based on feedback, users found it hard to know how many more screens they had left to finish the end-of-conversation task. To address this, we added a progress bar to show users their current position in the process.
Prototype
Using our iterations, we updated our final design. Feel free to interact with our prototype in Figma.
What WE Learned
Through this group project, we learned how to collaborate with important people and meet business needs while considering the users. Our design made it easier for users to feel connected and involved in the community.
The prototype helped keep users engaged with their group by offering various options. In the future, we’d like to conduct more user interviews to understand why users would want to continue conversations even after it ends. We also decided that we would like to thoroughly test the user interface for usability, possibly with more testers.
Our client implemented our design proposal into the relaunch of their platform. From there we worked with our client for 3 more months to track the progress of the new platform, to further make improvements, and to collaborate with the developers on their team directly.