Audio & video set up
Proof is the leading solution for remote online notarization (RON). For a successful RON, users need working audio and video for ID verification and key question responses.
However, our data shows users are struggling to connect their audio and video before the notary meeting, often leading to support requests or abandonment of the process.
Employer
Proof
Role
Product Designer
Year
2024-2025
Impact
Four weeks, post release, our team tracked how the new audio and video connection experience affected our core metrics. The results showed a significant increase in our key metrics.
+3.95%
Increase in user conversion
-0.96%
Decrease in support tickets
+2.16%
Increase in meeting completion rates
Preview
Background
The product team was once reactive, driven by customer requests and urgent issues, without a clear strategy or alignment with company goals. To change that, my team adopted a proactive, data-driven approach, focusing on controlling our roadmap and key outcomes.
Our new goals—boosting meeting completion rates, increasing user conversion, and reducing support tickets—aligned with the company’s broader revenue growth objectives, enabling us to contribute more strategically to the business.
What prompted us to re-think the a/v setup experience?
As we learned more through data, we identified a critical bottleneck in our user flow: the audio-video (A/V) connection check step. The ADX data showed a monthly drop-off rate of up to 9% at this stage, and that 10% of support queries stem from users facing technical challenges.
Challenges and opportunities
As a small team overseeing the entire signer flow, dedicating time to iterating on new or updated designs proved challenging. To secure further investment—particularly post-V1 release—we needed compelling data to demonstrate the project's impact to product and engineering leadership.
Moreover, the A/V check presented a significant hurdle due to intricate browser permissions. Users frequently declined or disabled these settings, making it difficult to provide effective support beyond the product interface.
This audio and video set up experience lacks...
How does this make signers feel?
Frustrated
By reviewing support tickets and speaking with signers, we found many frustrated users who couldn't understand why their A/V setup wasn't working, often feeling it wasn't worth continuing the process.
What can we do?
Hypothesis
We believe that simplifying the process for users to accept browser permissions, set up their audio and video, and easily troubleshoot errors will significantly increase user conversion and meeting completion rates.
Measure impact
Pushing our product and engineering partners to add tracking and create strong reporting.
Iteration and experimentation
Exploring and experimenting on how information is distributed and shown.
Re-imagining asking the signer for their audio and video permissions.
Launch
Seamless audio and video set up
Impact
Four weeks, post release, our team tracked how the new audio and video connection experience affected our core metrics. The results showed a significant increase in our key metrics.
+3.95%
Increase in user conversion
-0.96%
Decrease in support tickets
+2.16%
Increase in meeting completion rates
Going further
This initial launch had a great impact, but all software is an infinite experiment and we got a few things to work on.
We want to experiment with stronger troubleshooting that guides users to check their audio and video set ups.
