DIALLER AND PHONE CALL

Informing the user about events

Software

MEETIME

Year

2023

Overview

One of the main reasons for support tickets and NPS complaints is Meetime calls. When we analyze call tickets, a large part is because the user's infrastructure is unstable, which is required for good call experiences.

Currently, many users blame Meetime for connection issues, however, the root cause is often their own infrastructure.

Role

Product Design

Responsabilities

Research and discovery process
Userflow mapping
Wireframe
Hand-off and delivery for devs

Timeline

5 days

What do we want with this project?

Inform the user when their connection is unstable:
Today, users receive little visible information about their internet connection.

Business goal

Reduction of support tickets;
Improvements to the user experience;
Improvements to the interface.

My goals

Mapping the paths the user takes;
Create a wireframe to validate with the devs team;
Create a new interface for dialler and phone calls;

Make it visible to the user when the microphone is muted:
Users can't tell when their microphone is muted.

02

01

Let's break down the systems and find the gaps

When the user is making a call, and the local audio has a problem, the system does not show good feedback to the user.

When the user is making a call and the internet is having problems, the system shows a little feedback only on the icon.

When the user has a muted microphone but is talking, the system does not return feedback remember the microphone is muted.

01

02

03 After breaking the systems I talked with SDRs to discover what they want in the call and I found...

"When I start to call, I use a template for questions the lead. I note in bullet points. In this layout, three lines of my note and the first note disappear."

"I don't understand this icon "audio remote". It's not clear to me. In the layout, for me, note space must be more important and the feedback more clear."

The note must have more vertical space than horizontal.

Icons need to be clear with their function.

We need construction a better feedback to inform what happen in the system.

Insights

Sergio

Mirihan

All the information is on the table, let's see how the other platforms do it and start a wireframe

Draw and Notes again and again

Notes everthing

I wrote everything that users needed to target your objective. The checklist helps me to identify all the information I needed put on screen.

Draw again and again

I drew some possibilities for a layout and added the information I collected.

Thinking a small flow and next, evaluate

In my process for this project, I thought of a smaller, quicker flow. This process helps me create tasks for the developers and test the design. The mindset is: what can I deliver in 20% of my work that makes 80% sense to the users?