Study Case - Cisco Webex Meeting
Disclaimer: When I created this, I didn't know that Cisco is creating Cisco Webex Events that have some of the features that I've made. At that time, I made this because my target users are university students who use Cisco Webex Meeting for their online class.
Date: July 2020
Platform: Web
Language: Japanese
Tools: Chart with Miro, Prototype with Figma
Background
Universities are shut down due to the COVID-19. Even so, academia should keep going to spread the knowledge and education changed to e-learning with the help of Video-Conferencing Service. Cisco Webex Meeting is one of the services that has been used by Kochi University of Technology (KUT) students.
Research Questions
1. What are the strategies that university students use video conferencing services?
2. What are the expectations, requirements, and pain points of students on the Video Conferencing Service?
3. How can we improve the Cisco Webex Meetings to better support students for academic purposes?
Target User
The Kochi University of Technology (KUT) students use this for class, communicating with their classmates, present their work, and have their own group meeting.
User Interview Research
To find out the user's opinion and experience, I interviewed 10 university students (7 male, 3 female) with a university degree: 1 doctoral course student, 1 master degree student, and 8 bachelor students. Participants have been using Cisco Webex Meetings since April 2020.
Interview Questions List: https://docs.google.com/document/d/1pL1HRPh11tRanrBDRU7s7yJVTkvCdNhm6tt1HWiT2CU/edit?usp=sharing
Interview Result
• 90% of participants used Cisco Webex Meetings because it was designated as a faculty member in charge of university activities, and had never used it for any other purpose
• 80% of subjects have used Zoom in addition to Cisco Webex Meetings
Other services that the participant has used:
(Proposed by different participants)
• Microsoft Teams
• Google Hangout
• Tacnom
Purpose of using other services:
• Class
• Banquet with friends
• Class reunion
• Video call with friends
• Video call with families
Ideal web conferencing service (by participants):
• Feels like face-to-face meetings without delay or time lag
• Efficient and not wasting money and time to meet people
• Use it anywhere, any time.
Request about Cisco Webex Meetings:
• High-quality video and audio • 60% of participants said that chat and raising hand are good if the recipient notice
• 20% of participants said they need to send files during the class using Cisco Webex Meetings • 30% of participants need class group chat, discussion, and room
• Full-screen view of one current speaker
• A screen sharing function and a note function that can fill in freely
Cisco Webex Meetings score on a scale of 5
Cisco Webex Meetings Paint Points
• 50% of participants experienced a bad connection
• 30% of participants need to download Cisco Webex Meetings repeatedly • 40% of participant’s Mic and Speaker are turn off at the same time • Recording and play record function problems
User Interview Flow
Competitor Analysis
Persona
Customer Journey Map
Wireframe
Prototype
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