Over 60% of Zoom users have trouble getting started with products. This is turn led to churn as well as an increase in ticket support volume.
Create an onboarding experience that encompasses all users as well as high level Getting Started content per product.
A unique Getting Started experience that's scaleable for multiple products and user types. Increased engagement by 25%.
Through qualitative and quantitate research it was identified that over 50% of users have issues with getting started with Zoom products. Data sources included User page behavior, journey analysis, search data, and ticket analysis.
Initially, the Getting Started page encompassed overall Zoom setup with a heavy emphasis on Zoom Meetings. As the product suite grew, Getting Started needed to be broken down between products and user types (host/cohost, participant, user, admin, etc).
Another iteration included the product selector in the heading. After user testing, it was discovered the product selector was confusing and some of the user types were receiving low traffic.
The final design has a clear and visible navigation of the different user types. Making this change, increased engagement by over by over 25%.
Overall, due to high traffic to Getting Started articles as well high ticket volume for the Getting Started topic, a dedicated page with relevant content was necessary to both the users and the business. Users had a positive and intuitive experience completing the tasks. The tab navigation made it easy for Customers to identify their needs and self service.
