What can we learn about video callers in India?
- Jan 18, 2019
- 1 min read
Updated: Feb 3, 2019
Google Duo was gaining traction in emerging markets. With limited info about users in India, I conducted a study to understand motivations & barriers to video calling.
Background & Goals
Google Duo's launch was gaining traction in emerging markets recruiting millions of users in India. the team had limited qualitative data on existing users.
The objective was to understand motivations, barriers, and opportunities behind video calling in an effort to optimize the app and map out design principles for other emerging markets.
Team
2 Product Manager
2 UX Designers
1 Senior Researcher
My Role
Lead researcher
Timeline
June 2017
Location
Mysore & Bangalore, India
Approach
Defining the protocol:
Met with top stakeholders to define and prioritize questions & goals
Developed plan and scripts to incorporate team members in the study
Created timeline for intended deliverables & learnings
Gathering data:
Conducted a literature review from archives
Facilitated a week long study interviewing 14 participants at 90 minutes per session. Each session consisted of in-depth survey on habits, walk-through of call coordination, a comparison exercise of communication methods and a usability overview on current builds.
Synthesizing & evangelizing info:
Post-session debriefs with stakeholders
Report out to product team using videos, pictures & presentations
Outcome
"it's one thing to hear about user problems, it's another to witness them and see users struggle"
"looks like theres a lot more work needed on the design side for India"
The Duo team used the research to create changes in the UX framework. Designers had inspiration and empathy to design for emerging markets resulting in more studies for other countries.
Key impact included:
UI changes in UX framework to accommodate user journeys
Top 10 design principles for emerging markets
Inspiration for new recording feature concept
And increased empathy across teams to advocate for users
Comments