Zoom | Home Destination
Designing an evergreen experience
Home Destination is the first page that greets users after they sign into their account. We recognized the need for a transformative change as users struggled to navigate our current web portal, hindering their ability to accomplish even the simplest of tasks. That’s why we embarked on a mission to redesign Home Destination, aiming to not only provide clear direction but also to deliver a personalized journey that adds value to our users’ lives and fuels exponential growth.
The Problem
The Zoom web portal poses a significant obstacle for users. It’s difficult to find, navigate, and understand, leaving basic tasks out of reach or completely unknown. The original Home Destination experience lacked contextual information and provided little incentive for users to revisit.
Root Cause
The web portal’s Achilles’ heel is its scattered information architecture. Users struggle to find what they’re looking for, as key actions are hidden in a confusing maze. We’ve missed the chance to highlight the web portal’s value, leaving users in the dark about what it offers.
The Solution
Imagine a central hub that not only organizes our web portal but also serves as a launching pad for users to effortlessly tackle their main tasks. What if we could provide shortcuts and bite-sized information briefs tailored to their account? Well, that’s precisely the vision we embarked upon with the Home Destination redesign.
My Role
As the sole UX Designer leading the project, I played a pivotal role from the very beginning. During the kick-off phase, our UX team lead spearheaded the discovery process and initial explorations. However, when he transitioned out of Zoom, I enthusiastically embraced the opportunity to assume full ownership of the design aspect. Collaborating closely with a highly skilled and dynamic group of product managers, engineers, and business analysts, we formed a cohesive team.
Our Vision
Our vision is clear: transform Home Destination to enhance the lives of both free and paid users. By anticipating their needs and simplifying the interface, we aim to save them valuable time and instill unwavering confidence in choosing Zoom.
Our goal is to create a user-centric environment that provides a personalized experience and generates new value and an incentive to return.
Business Goals
- Re-engage free users
- Reduce churn for paid users
- Drive shift towards annual subscription
- Increase upsell opportunities
Before
After
How we got there
We set out to better understand what our users were doing on Home Destination. Through Contentsquare analysis, stakeholder interviews, journey mapping and brainstorming sessions, we uncovered key insights that would provide the foundation for our designs.
Designing with purpose
Once we defined the high-level activities and steps required to accomplish tasks within Home Destination, I organized the information into sections which would provide a starting point for wireframes.
Embracing the iterative journey
I began an iterative process of wireframing, designing and organizing the essential modules that would shape the Home Destination experience. Every step of the way, I collaborated closely with stakeholders, presenting my designs and incorporating their feedback.
Setting the stage for responsiveness
With a clear direction for the page, we began working with the engineering team to lay out the grid. The web portal lacked cohesion and responsiveness. We saw Home Destination as an opportunity to set the standard for future designs in the web portal.
Facilitating a frictionless handoff
The engineering team and myself outlined a set of clear deliverables at kickoff. My designs accounted for all pixels, links, and interactions. I designed for various states and provided detailed annotations along with interactive prototypes.
Accounting for the user’s state
Home Destination changes dynamically throughout the user’s journey with Zoom. I began to think about not only how the page content would update and modules would change, but also the various user states we needed to account for.
Realtime quality assessment
I worked closely with engineering to ensure pixel perfect designs. We met throughout the week to check-in, review designs and discuss any outstanding questions or blockers. I would QA the designs in the lower environment as they were building and provided detailed feedback throughout development.
Launch, analysis, progress strategically
Home Destination caters to both new and existing users, offering an array of exciting features. Our team has integrated analytics across the experience, allowing us to gather valuable data for further analysis and design improvements. Additionally, we have already initiated a roadmap, outlining advancements for making Home Destination accessible to free users and administrators.