Co-Creation for GoToWebinar Redesign
About GoToWebinar
GoToWebinar is an online webinars software used by marketing, PR and training teams worldwide hosting about 2.7 million webinars every year.
My role
As a Lead UX designer on the Webinar team, I worked with our Research & Design team to kick start a major product redesign. We conducted Co-Creation sessions with our customers to come up with an overhauled UX for GoToWebinar better aligned with user goals.
As part of a strategy shift, LogMeIn (formerly Citrix) decided to emphasize on a mindset of "Outcome Based Products" meaning making product development decisions on how they help users achieve specific outcomes they care about. For GoToWebinar, it meant helping marketers (primary user base) generate more leads.
With outcome based strategy, GoToWebinar had multiple features being worked on by different teams with overlapping delivery timelines which was creating a incoherent experience for our GoToWebinar users.
Subsequently, a decision was made to overhaul the existing product and bring all the features together in a seamless UI.
We decided to let GoToWebinar customers design their ideal webinar experience.
Key steps in the process included:
- Planning session to define Co-Creation Goals, Scope, Methodology, Recruitment Criteria and Logistics.
- Pilots sessions to fine tune the approach.
- Recruiting participants for in-person sessions.
- Running the Co-Creation sessions.
- Distilling the findings from the sessions and creating a prototype.
- Validating the prototype.
Planning
- To narrow down the scope of the activity, we decided to focus on the Landing Page & Webinar Creation experiences.
- Before asking the customer to design their ideal experience we decided to do a warm up round with they sharing their current GoToWebinar setup followed by an interview to understand their professional goals, team structure, their priorities and workflow. Every session was to have a designer, a researcher, a note taker and one person to manage technology (we wanted to record and live stream the session to the entire team).
After 3 hour planning session
Co-Creation Session Roles
Researcher & Facilitator
- Welcomes everyone
- Orients the group to what the workshop will look like
- Facilitates the discussion
- Monitors the time
- Wraps up conversation
Designer
- Brings wireframes or sets up the drawing materials
- Hand draws during event with the participant
- Interacts directly with participants
Technology Manager
- Manages the recording equipment
- Manages Live Stream
- Takes pictures of the activities
Note Taker
- Listens
- Quietly takes notes
Co-Creation Sessions
Initially a bit hesitant to throw users into the deep-end of designing a product by themselves, we made some generic cutouts of interface elements to help them get started. After a session or 2 we realized, we didn't quite need them. We ran the Co-Creation sessions with 6 participants. Each session was followed by a debrief with the team and towards the end of 4th session we noticed patterns emerging and felt confident about a design direction to help us take this to the next stage.
UI Design
Based on Co-Creation sketches, we prioritized a few use cases to build a MVP version. We tested and iterated the MVP version using moderated user tests. The redesign for GoToWebinar is underway. Below is a snapshot of proposed MVP Design.
