From User Journeys to a new strategy.

People can publicly say "Thank You" to a collaegue in a video recording format.

An example:
"Simone helped me out with a presentation last week, so for that reason, I decided to give her an award. This award can be written or record on video. I decide to make video one and once I record it and uploaded to the award, it will be displayed in the my Company Newsfeed with all the rest of the video awards from other colleagues"

Colleagues give to each other awards and the company pays for that. All those awards can be seen on the newsfeed, login in into the product.

People were struggled reocognizing colleagues using video. It's hard work for users to record themselves and say "thank you" to their colleagues (work environment). For that reason, they tend to keep writing the recognition in the application.
Numbers show less and less video records in the database and this reality affects the product in terms of design, and also in terms of strategy. Less attractive stories to share in the newsfeed, less traffic on the product.

"The feature already exists and we can't remove it" Business Analysts said.
"Clients pay for it and they look very excited when we sell video recognition" even though their users don't use it after all.

How we can explore different ways to improve the experience to work for both:
- The clients (customers who pay for our services)
- And the users (people who really use the feature, paid by the customers)

FINDINGS from User Research
I carried on some interviews related to record video reocognition on mobile. The target audience was people who actually could give a video recognition award and see how the experience was.
For that model of interviews, I created a basic template to gather the emotional part of the journey divided in a timeline (from the very first approach to the video recognition to the concrete video recorded experience.

Josephine's First Video Experience Journey

Josephine was trying to record a video 24 times before she got it. That's real.
Josephine was one of my interviewees and she explained me how she started very excited and how slowly this became to be a nightmare.

MAIN PAINPOINT: Memory issues.
She didn't like the fact that she couldn't remember what she had previously thought. The fact that she had to record the recognition over and over again, really left a bad memory around the feature and she thinks she would probably think before record a video again.
(Just only an example of how a great feature can be horrible experience for a user if we don't think it carefully before we build it)

Jesus's First Video Experience Journey

Jesus was another interviewee who discribed me the pain during his 40 times of recording a video.
MAIN PAINPOINT: Memory problem.
As an spanish speaker he has to double check his grammar in english (he works for an irish company where people work in english, so does recognition in the product). It's ok when he writes it but its harder to avoid grammar mistakes on a video.
Apart from memorizing the message he had to translate it to english. Jesus is a person who is aware of his public profile at work and he manages the fact that he is not a native english speaker which adds an extra tension while he is recording the video.

We can't change the fact of there are people with other languages or we can't change the fact that some people don't like to be recorded, or don't like to watch themselves in the screen but we can help them to solve the memory problem.

This problem really reminded me, the people who work in the news on TV. They read infront of the camera (with teleprompter), but we don't know they are reading, because they know more or less the news.

Memory Problem: One of the first problem is the memory problem. People mentioned in interviews that they had to write the message and remember by heart in order to say it in front fo the camera. This is something completely unnatural for a normal person.
Possible solution: People write the message and we display it when record starts. We give people the opportunity to write the message first (avoiding the first frustration of noticing they have to write it). After they write the message, we gentle display the message like in a telepromter. The expectation is that people will have the opportunity to read it and say it in front of the camera while they are recording a recognition "Thank You" message.

New Onboarding Experience to the existing feature.

Anoter option giving pre-set messages same feature.

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