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Hangouts
Quantitative Usability Study
And to identify the strengths of each product and uncover any areas that could be improved to meet user
expectations and needs by:
Identify the areas that function effectively and meet expectations
Identify areas that need improvement
Focus on these areas
Provide actionable recommendations
Methodology
Participants
Participant Criteria
16 participants were recruited for this usability study
Each participant fit the following profile:
Ages 18+
Uses technology frequent in daily life.
Has prior experience and knowledge of both Google Hangouts and Skype and their uses.
Has experience collaborating remotely with video conferencing on a school or work project.
Participant Demographics
The participant gender distribution of our study The participant age distribution of our study is
is as follows: as follows:
Participants have used the following online applications for academic or professional collaboration:
Skype Lotus Notes Phone call/conference call Trello
Google Hangouts Canvas Google Docs Proprietary collaboration tools
Join.me Minigroup Google Sheets Other online collaboration tools
SMART Bridgit Email Dropbox
Procedure
Study Introduction
Each participant was invited to a 25 minute, one-on-one quantitative usability testing session
(participant and moderator).
1. Creating/hosting a group conference call 7. Sharing a specific window screen with the group
2. Muting/unmuting the microphone conference call and stopping the screen share
3. Typing a chat message to the group conference 8. Leaving the group conference call
call 9. Joining a group conference call
4. Turning the video off/on 10. Leaving and rejoining a group conference call
5. Performing a task (Google search) while in the
group conference call and returning to the call
6. Sharing the desktop screen with the group
conference call and stopping the screen share
Activity Moderator Prompts
The language used by the moderator to prompt the participant for each activity is as follows:
To start each activity, the moderator began with Please let me know when you are done and begin.
Please stop showing your teammates what you see on your computer.
Activity Moderator Prompts (Cont.)
The language used by the moderator to prompt the participant for each activity is as follows:
To start each activity, the moderator began with Please let me know when you are done and begin.
Sharing a specific window screen with the group conference call and Joining a group conference call:
stopping the screen share: Your teammates are asking you to meet them for another conference
Your teammates would like to see your search results for French call that they are hosting. Please go ahead and do so.
Bulldog. Please show them the search results only.
Leaving and rejoining a group conference call:
Please stop showing your teammates your search results. Something has come up and you need to briefly leave the conference
call. Please go ahead and leave and re-enter the call.
Leaving the group conference call:
Please leave the conference call.
Evaluation Quantitative Measures
The study will be primarily evaluated based on a series of quantitative measures gathered throughout
the usability study.
Success/failure for activity completion
Success - participant completed the activity successfully and without major problems.
Failure - participant gave up or failed to complete activity.
Perceived success/failure for activity completion
Success - participant specified within the satisfaction survey/debrief that they completed the activity successfully
and without major problems.
Failure - participant specified within the satisfaction survey/debrief that they gave up or failed to complete activity.
Time-on-task (measured in seconds)
For each activity completed by the participant, the moderator collects the time elapsed in seconds between
between the prompted start of the activity to the announced completion of the activity
Number of clicks required for activity completion
For each activity, the moderator counts the amount of clicks the participant makes between the prompted start of
the activity to the announced completion of the activity.
Evaluation Quantitative Measures (Cont.)
The study will be primarily evaluated based on a series of quantitative measures gathered throughout
the usability study.
Overall satisfaction ratings with both applications
During the satisfaction survey/debrief, the participant will be asked to rate his/her satisfaction level with both
applications (scale from 1 - very dissatisfied to 5 - very satisfied)
Task satisfaction ratings with both applications
During the satisfaction survey/debrief, the participant will be asked to rate his/her satisfaction level with all tasks
with both applications (scale from 1 - very dissatisfied to 5 - very satisfied)
Overall ease-of-use ratings with both applications
During the satisfaction survey/debrief, the participant will be asked to rate the ease-of-use of both applications
(scale from 1 - very hard to 5 - very easy)
Task ease-of-use ratings with both applications
During the satisfaction survey/debrief, the participant will be asked to rate the ease-of-use of all tasks with both
applications (scale from 1 - very hard to 5 - very easy)
Evaluation Qualitative Measures
The study will additionally be evaluated based on a series of qualitative measures gathered
throughout the usability study.
Usability issues and successes observed.
Other participant actions observed that add context/help explain usability issues and successes.
Participant sentiment gathered through open-ended probing questions and think-aloud prompting during the
satisfaction survey/debrief only.
Satisfaction Survey/Debrief
After completing the activities, the participants were asked the following questions about their
experience using the product and their satisfaction with the product. The participants were
encouraged to explain why they felt the way that they did.
Very hard Hard Neither hard nor easy Easy Very easy
Satisfaction Survey/Debrief
After completing the activities, the participants were asked the following questions about their
experience using the product and their satisfaction with the product. The participants were
encouraged to explain why they felt the way that they did.
How successful were you in completing the following tasks in Google Hangouts/Skype?
Successful Unsuccessful
Satisfaction Survey/Debrief
After completing the activities, the participants were asked the following questions about their
experience using the product and their satisfaction with the product. The participants were
encouraged to explain why they felt the way that they did.
How dissatisfied or satisfied were you when completing the following tasks in Google Hangouts/Skype?
How difficult or easy was it when you completed the following tasks in Google Hangouts/Skype?
Very hard Hard Neither hard nor easy Easy Very easy
Findings and
Recommendations
Severity Scale
The findings presented are accompanied with severity indicators immediately to the right of the
header:
Good practices: Worked well for participants. Important to keep intact throughout redesign process
GOOD
Issues requiring Highly impaired participants. Strongly advised for further research or a redesign. Critical
improvement: HIGH usability issue is highly likely to lead to application abandonment.
Somewhat impaired participants. Recommended for further research or a redesign in the near
MED future. Irritating usability issue is likely to to lead to application abandonment.
Slightly impaired participants. Low priority for further research or a redesign. Slightly irritating
LOW usability issue, may not lead to application abandonment, likely to lead to reduced customer
satisfaction.
Positive Findings
Participants did not experience a significant difference in satisfaction rates or
ease of use when comparing the applications.
Success Rates: We conducted Fishers test to compare the task completion rate
GOOD
Same set of icons as Muting is super easy.
turning off the camera - of muting the microphone with Skype (94%) to the task completion rate of muting
was very quick and the microphone with Hangouts (100%) we found no significant differences at an alpha level Very easy. There was a
responsive. As soon as of .05. clearly indicated button,
I clicked it, I was on but as soon as I clicked
mute. Time on Task: We conducted a paired t-test to compare the time to mute between Skype it, it responded.
and Google Hangouts. We did not find a significant difference (t(14) = 0.61, p > .05) between Although there was a
little bit of lag in the
Skype (M = 7.2 seconds, SD = 8.71 seconds) and Google Hangouts (M = 6.53 seconds, SD =
That was easy process.
7.87 seconds).
Able to click on the mic
Button was easy to Number of Clicks: We conducted a paired t-test to compare the number of clicks it would and there was an x
find take to mute between Skype and Google Hangouts. We did not find a significant difference through it. There was
(t(14) = 1, p > .05) between Skype (M = 1.27, SD = 0.7) and Google Hangouts (M = 1.27, SD = also a sign.
0.7). Intuitive. Button/icon
In your face, super
right where i expected it
easy
to be.
Participant Experience: All but three participants quickly and easily selected
GOOD
the correct icon to mute/unmute in both applications with just 1 click. Participants
spoke of the intuitive nature of the microphone icons and their functionality for both
applications.
Impact: Muting and unmuting the microphone an essential task for video conferencing. The
need to block out potential background noise is a very common one in collaborative
situations. Without the ability to block out disruptive noise, conversations and collaboration
over video conferencing simply cannot happen. Users were able to easily and effectively
mute and unmute their microphones in both Google Hangouts and Skype.
Recommendation: Because of its effectiveness, we strongly advise keeping the icon used to
mute/unmute the way it is throughout any redesign process.
Participants did not experience significantly different success rates,
time-on-task rates, or click rates when using the enable and/or disable video
functionality
Success Rates: We conducted Fishers test to compare the task completion rate
GOOD
Turning off camera, Was very easy...similar
muting, typing, and of enabling/disabling video from the webcam with Skype (94%) to the task
to other hangouts
joining a meeting are completion rate of enabling video with Hangouts (100%) and we found no significant
easy to find and differences at an alpha level of .05. Very clear camera icon
intuitive are easy with a slash through it.
because they are on the Time on Task: We conducted a paired t-test to compare the time to enable/disabling video
same screen When I clicked the
between Skype and Google Hangouts. We did not find a significant difference (t(14) = 0.84, p
camera button, it turned
> .05) between Skype (M = 2.6 seconds, SD = 2.2 seconds) and Google Hangouts (M = 2.47 off and there was a line
Very quick and
responsible. As I seconds, SD = 1.92 seconds). through it.
clicked on the screen,
very clear icons Number of Clicks: We conducted a paired t-test to compare the number of clicks it would The button was in a
appeared. And as I take to enable/disabling video between Skype and Google Hangouts. We did not find a place that I expected it
clicked the correct icon, to be, and when clicking
significant difference (t(14) = 1, p > .05) between Skype (M = 1.13, SD = 0.52) and Google
there was a very clear it did what was
Hangouts (M = 1.13, SD = 0.52).
response. expected
Participant Experience: All but three participants quickly and easily selected
GOOD
the correct icon to enable/disable webcam video in both applications with just
1 click. Participants spoke of the intuitive nature of the video icons and their functionality for
both applications.
Impact: Enabling and disabling the webcam is another essential task for video conferencing.
The need to disable video feed is another common one in collaborative situations. This need
may occur because of disruptive background movements in public places, because of the
lag caused by the video feed, or personal preference. If this features was to work
ineffectively, it would greatly frustrate the users. However, in both Skype and Google
Hangouts users were able to easily and effectively enable and disable their webcam video.
Recommendation: Because of its effectiveness, we strongly advise keeping the icon used to
enable/disable the webcam the way it is throughout any redesign process.
Participants did not experience significantly different success rates,
time-on-task rates, or click rates when ending a video conference call.
Number of Clicks: We conducted a paired t-test to compare the number of clicks it takes to
end a video conference call between Skype and Google Hangouts. We did not find a
significant difference (t(16) = 0.33, p > .05) between Skype (M = 1.06, SD = .25) and Google
Hangouts (M = 1.00, SD = 0.00).
Both Skype and Google Hangouts clearly and prominently displayed the end
video conference call functionality.
Participant Experience: All but 1 participants quickly and easily selected the
GOOD
correct icon to end the video conference call in both applications with just
1 click. Participants spoke of the intuitive nature of the video icons and their functionality for
both applications.
Impact: Ending the conference call is critical functionality. Ambiguity around whether the call
has been ended can make users incredibly uncomfortable. If a user suspects that another
individual on a conference call has overheard him/her discussing personal matters meant to
be discussed offline, the video conferencing application make the user feel as though
his/her privacy has been breached. This will inevitably lead to application abandonment.
Luckily, users were able to easily and effectively end their conference calls in both Google
Hangouts and Skype.
Recommendation: Because of its effectiveness, we strongly advise keeping the icon used to
end the video conference call the way it is throughout any redesign process.
Participants did not experience significantly different success rates,
time-on-task rates, or click rates when exiting an ongoing meeting and then
rejoining that meeting.
Impact: The ability to step away from a conference call while it is in progress is an important
component to video conferencing. Similarly to ending the call, the user has to know for
certain that they have been disconnected from the call as they step away from the computer.
Ambiguity around whether the call has been ended can make users incredibly
uncomfortable. If a user suspects that another individual on a conference call has overheard
him/her discussing personal matters meant to be discussed offline, the video conferencing
application can make the user feel as though their privacy has been breached. This will
inevitably lead to application abandonment. Furthermore, if it becomes necessary for the
user to rejoin the call, confusion around the process can lead to increased frustration,
biasing use against the application in question. Luckily, users were able to easily and
effectively exit an ongoing meeting and then rejoin that meeting in both Google Hangouts
and Skype.
Participant Experience: All the users stopped sharing their screen in Google
MED
Hangouts with just one click. While, this was also possible to do with one click
in Skype by clicking the video icon, only two participants used the feature in that way. There
was also no text or any other sort of signifier that alerted the participant that the video icon
would work in this way. In most other cases, the users sharing their screen in Skype by
clicking on the + sign icon or going to the Conversations menu item and then click on
"Stop sharing screen" option.
Impact: The prolonged period of time and excessive clicks it takes to stop sharing a screen
on Skype will cause user confusion and frustration leading to user bias or product
abandonment for the competing product. More critically, not being able to effectively or
easily stop sharing a screen can lead to accidentally exposing undesired, proprietary, or
classified information in the conference call. This possibility may lead to businesses
restricting the use of the product.
Recommendation: Rather than requiring the user to select Stop sharing screen from the
Conversations menu item or the + icons pop-up menu, Skype should include a bright and
prominent disclaimer shown on the screen with a Stop button that appears once the user
starts sharing their screen. The immediate visibility of the button will decrease the amount
of confusion, time spent, and clicks made by the user to stop sharing their screen.
Participants used significantly more clicks to send a chat in Google Hangouts
than in Skype.
Finding: Because more clicks are required to send a chat message in Google Hangouts, the
potential delay in text communication between users can cause great frustration not only
on the sending end but also on the receiving end of the message. Users expecting a text
communication may infer that a prolonged delay in communication may mean users
sending a message are unresponsive or unavailable. While this functionality doesnt greatly
impair the use of the application, it can cause preference for the competing product.
Recommendation: Google Hangouts should have their chat functionality already open as
the users enter the video conference call. If sound/video issues occur, the user will be able
to communicate to other video conference call members immediately through text.
Immediate visibility of the chat feature will also remind the user that other methods of
communication are available if they do, in fact, run into sound/video issues.
Participants did not experience significantly different success rates,
time-on-task rates, or click rates when navigating to another window and then
back to the conference call.
Impact: Users often need to navigate away from the the video conferencing widow when
collaborating in order to gather more for that call. If this feature is cumbersome for the user,
they will become increasingly frustrated and potentially gravitate toward the competing
product.
Recommendation: While this analysis did not find a statistical difference between the two
applications when working with this feature, many users commented on the convenience of
Skypes small pop-out window. Google Hangouts should conduct more research on the
different treatments used for navigating away from the video conference call and returning
to that call to assess whether there is a significant difference not caught by this analysis or
whether users substantially prefer Skypes small pop-out window.
Participants did not experience significantly different success rates,
time-on-task rates, or click rates when sharing their entire screen or sharing a
specific window only.
Impact: Screen share functionality is an incredibly useful feature when collaborating online.
Though it isnt essential, if a competitor has this feature or has a superior form of this
feature, it is likely that users will gravitate toward the product of the competitor product for
this feature.
Recommendation: While this analysis did not find a statistical difference between the two
applications when working with the screen share and/or specific window share feature,
many users commented on the convenience of the Google Hangouts navigation to get to
this feature. Skype should conduct more research on the different treatments used for
sharing the screen or a specific window to assess whether there is a significant difference
not caught by this analysis or whether users substantially prefer one treatment over another.
Appendix
Quantitative Findings
Participant success/failure for assigned activities:
Create meeting Mute Chat Unmute
Skype Hangouts Skype Hangouts Skype Hangouts Skype Hangouts
PARTICIPANT 1 1.00 0.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 2 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 3 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 4 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 5 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 6 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 7 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 8 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 9 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 10 0.00 0.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 11 0.00 0.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 12 1.00 0.00 0.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 13 0.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 14 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 15 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 16 0.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
Percentage
Completion 75% 75% 94% 100% 100% 100% 100% 100%
Alpha 1 1 1 1
Participant success/failure for assigned activities:
No Video Turn On Video Go to another Widow/Return Share Screen
Skype Hangouts Skype Hangouts Skype Hangouts Skype Hangouts
PARTICIPANT 1 0.00 1.00 0.00 1.00 1.00 1.00 0.00 1.00
PARTICIPANT 2 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 3 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 4 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 5 1.00 1.00 1.00 1.00 1.00 1.00 1.00 0.00
PARTICIPANT 6 1.00 1.00 1.00 1.00 1.00 1.00 0.00 1.00
PARTICIPANT 7 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 8 1.00 1.00 1.00 1.00 1.00 1.00 0.00 1.00
PARTICIPANT 9 1.00 1.00 1.00 1.00 1.00 1.00 0.00 1.00
PARTICIPANT 10 1.00 1.00 1.00 1.00 1.00 1.00 0.00 1.00
PARTICIPANT 11 1.00 1.00 1.00 1.00 1.00 1.00 0.00 0.00
PARTICIPANT 12 1.00 1.00 1.00 1.00 1.00 1.00 0.00 0.00
PARTICIPANT 13 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 14 1.00 1.00 1.00 1.00 1.00 0.00 1.00 0.00
PARTICIPANT 15 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 16 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
Percentage
Completion 94% 100% 94% 100% 100% 94% 56% 75%
Alpha 1 1 1 0.46
Participant success/failure for assigned activities:
Stop Share Screen Share Search Results Only Stop Sharing Search Results End Meeting
Skype Hangouts Skype Hangouts Skype Hangouts Skype Hangouts
PARTICIPANT 1 0.00 1.00 0.00 1.00 0.00 1.00 1.00 1.00
PARTICIPANT 2 1.00 1.00 1.00 0.00 1.00 0.00 1.00 1.00
PARTICIPANT 3 0.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 4 0.00 1.00 1.00 0.00 1.00 0.00 1.00 1.00
PARTICIPANT 5 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 6 0.00 1.00 0.00 1.00 0.00 1.00 1.00 1.00
PARTICIPANT 7 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 8 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 9 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 10 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 11 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 12 1.00 1.00 0.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 13 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 14 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 15 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
PARTICIPANT 16 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
Percentage
Completion 75% 100% 81% 88% 88% 88% 100% 100%
Alpha 0.10 1 1 1
Participant success/failure for assigned activities:
Join Meeting Exit Meeting/Re-enter
Skype Hangouts Skype Hangouts
PARTICIPANT 1 1.00 1.00 1.00 1.00
PARTICIPANT 2 1.00 1.00 1.00 1.00
PARTICIPANT 3 1.00 1.00 1.00 1.00
PARTICIPANT 4 1.00 1.00 1.00 1.00
PARTICIPANT 5 1.00 1.00 1.00 1.00
PARTICIPANT 6 1.00 1.00 1.00 1.00
PARTICIPANT 7 1.00 1.00 1.00 1.00
PARTICIPANT 8 1.00 1.00 1.00 1.00
PARTICIPANT 9 1.00 1.00 1.00 1.00
PARTICIPANT 10 1.00 1.00 1.00 1.00
PARTICIPANT 11 1.00 1.00 1.00 1.00
PARTICIPANT 12 1.00 1.00 1.00 1.00
PARTICIPANT 13 1.00 1.00 1.00 1.00
PARTICIPANT 14 1.00 1.00 1.00 1.00
PARTICIPANT 15 1.00 1.00 0.00 1.00
PARTICIPANT 16 1.00 1.00 1.00 1.00
Percentage
Completion 100% 100% 94% 100%
Alpha 1 1
Participant time-on-task for assigned activities:
Create meeting Mute Chat Unmute
Skype Hangouts Skype Hangouts Skype Hangouts Skype Hangouts
PARTICIPANT 1 N/A N/A 5 4 27 9 4 5
PARTICIPANT 2 23 133 4 5 10 15 4 3
PARTICIPANT 3 30 140 15 5 10 12 4 4
PARTICIPANT 4 131 54 3 5 16 44 4 2
PARTICIPANT 5 17 54 2 5 12 21 2 2
PARTICIPANT 6 28 24 2 3 13 16 1 2
PARTICIPANT 7 38 44 2 1 26 26 1 3
PARTICIPANT 8 18 55 1 6 12 25 2 4
PARTICIPANT 9 24 58 5 2 10 13 2 2
PARTICIPANT N/A N/A 4 3 33 28 3 2
10 N/A N/A 34 34 21 21 1 1
PARTICIPANT N/A N/A N/A N/A 15 29 2 2
11
N/A N/A 17 4 15 14 4 3
PARTICIPANT
48 142 4 5 18 15 94 6
12
47 34 6 6 11 14 4 5
PARTICIPANT
13 N/A N/A 4 10 9 7 3 3