Mixed Methods UX Research on Snagit

Snagit is an enterprise screen capturing and recording software used by working professions to easily create, edit, and manage screenshots and recordings.

UX Research

Client Work

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Project

Context

Problem

Research

Interaction Maps

User Interviews

Comparative Analysis

Heuristic Evaluation

Usabililty Tests

Synthesis

Objectives

Finding 1

Finding 2

Finding 3

Finding 4

Reflection

Project Context

Team

5 Masters Students at the University of Michigan

My Role

UX Researcher
Project Manager

Timeline

January 2024 - April 2024

tl;dr

UX Research investigating usability of a screen capture software

Used 5 research methods:

Interaction maps
User Interviews
Comparative Analysis
Heuristic Evaluations
Usability Tests

4 main findings:

Issues in discoverability
UI Functionality is inconsistent
Visual feedback is a concern
Video capture workflow needs improvement

Next Steps:

Conduct tests with more participants
Design mock-ups

The Problem

"Our users are having a hard time discovering features of Snagit"

-The Client

During our initial meetings with TechSmith's UX team, we focused on understanding what the problem was from their perspective. The client explained that while they had developed a really strong suite of features for their product, very few people seemed to be using them. We inquired further, and figured out 3 main pain points from the client's perspective.

Client Pain points

Analytics showed low feature usage

Hover guides for features were available, but not used

Team was busy with the launch of new products

Our tasks

Understand why users couldn't find new features

Figure out how guidance could be improved

Plan

Based on client meetings and instructions by the course professors, we charted out our plan for the semester.

This included starting with understanding the software through an interaction map and then immediately speaking to users to understand their perspectives and pain points.

We then moved on to performing a comparative analysis, followed by heuristic evaluations, and usability tests.

Based on client meetings and instructions by the course professors, we charted out our plan for the semester.

This included starting with understanding the software through an interaction map and then immediately speaking to users to understand their perspectives and pain points.

We then moved on to performing a comparative analysis, followed by heuristic evaluations, and usability tests.

Based on client meetings and instructions by the course professors, we charted out our plan for the semester.

This included starting with understanding the software through an interaction map and then immediately speaking to users to understand their perspectives and pain points.

We then moved on to performing a comparative analysis, followed by heuristic evaluations, and usability tests.

1. Interaction Map

A map of the software's different functions and pages

1. Interaction Map

A map of the software's different functions and pages

1. Interaction Map

A map of the software's different functions and pages

2. User Interviews

Open-ended Interviews with users of Snagit software

2. User Interviews

Open-ended Interviews with users of Snagit software

2. User Interviews

Open-ended Interviews with users of Snagit software

3. Comparative Analysis

An analysis of Snagit with its main competitors and comparators

3. Comparative Analysis

An analysis of Snagit with its main competitors and comparators

3. Comparative Analysis

An analysis of Snagit with its main competitors and comparators

4. Heuristic Evaluation

Evaluation of Snagit based on Neilsen Norman's 10 heuristics

4. Heuristic Evaluation

Evaluation of Snagit based on Neilsen Norman's 10 heuristics

4. Heuristic Evaluation

Evaluation of Snagit based on Neilsen Norman's 10 heuristics

5. Usability Tests

Quantitative assessment of Snagit features' performance

5. Usability Tests

Quantitative assessment of Snagit features' performance

5. Usability Tests

Quantitative assessment of Snagit features' performance

Research

Interaction Map

When we first launched Snagit to understand the software, we were a bit overwhelmed.

There were so many pieces to the puzzle.

Mapping out the interactions in Snagit helped us solve the puzzle

This is a bit hard to read. Here's the hi-res figjam file if you want to see it in detail!

Final Interaction map

This set up a great foundation for our project

Understanding of the software

Foundation to build research materials

Initial identification of potential issues

User Interviews

Next up, we sought to find out users' experience with Snagit, and also general perspectives and use-cases for screen capture software.

5 total participants

3 Snagit Users

2 non-Snagit users

Our interviews aimed to answer the following questions:

How do working professionals typically use screen capturing software?
What are common challenges that they face while using screen capture software?
How do users interact with tool-tips and software guides?

View Full Interview Protocol

View Full Interview Report

We had three key findings

Finding 1: Users find it difficult to discover features within Snagit

While a participant was walking us through their workflow using Snagit, they complained that they couldn't update videos with annotations after the initial edit. They were surprised when we pointed out that you can do that!

Similar sentiments were voiced by other participants, who were not aware of ways they could use Snagit beyond taking screenshots; for example, some didn't know you could record and edit videos with it.

Finding 2: User preferences vary when it comes to external guides vs in-app support

3 out of 5 participants preferred looking for help outside of the software, while the other two said they like to take their time going through in-app guides.

Finding 3: Snagit over rides some default system behavior which frustrates users

One participant noted frustrations with having their standard keyboard shortcut for screenshots pull up Snagit rather than the system’s native screen capture software.

Another participant talked about how they would run into storage issues because Snagit would automatically save every screenshot they took.

One participant noted frustrations with having their standard keyboard shortcut for screenshots pull up Snagit rather than the system’s native screen capture software.

Another participant talked about how they would run into storage issues because Snagit would automatically save every screenshot they took.

One participant noted frustrations with having their standard keyboard shortcut for screenshots pull up Snagit rather than the system’s native screen capture software.

Another participant talked about how they would run into storage issues because Snagit would automatically save every screenshot they took.

"Oh wow! I didn't know that even existed" - Participant 2

From the interview data, we created three personas.

We used these personas later to recruit participants for usability tests, and also as research artifacts for the client to use later.

Comparative Analysis

Now that we had an insight into user perspectives, we compared Snagit to other software to investigate how they are solving our users' problems

Direct Competitors

Offer screen capturing or recording features, directly compete with Snagit for the same target audience

Partial Competitors

Offer some overlapping features but also have a broader or slightly different focus

Analogous Competitors

Figjam

Offer creative or design functionalities that could cater to a similar users but for different use cases

Parallel Competitors

Offer related features that could indirectly compete or be used in conjunction with Snagit

Indirect Competitors

Physical documentation

Represent traditional or non-software methods individuals can use as alternatives

We conducted our analysis by coming up with a set of criteria and comparing them amongst all competitors, and then mapping them out in a comparative analysis matrix.

Finding 1: Many software do not have a way to revisit tips after initial on-boarding

Finding 2: Searchable help menus go a long way!

Finding 3: In-app video guides are really convenient

View Full Comparative Analysis Report

Heuristic Evaluation

Now that we had spoken with users and seen what comparators were doing, we looked inwards toward evaluating Snagit by using Nielsen Norman Group's 10 heuristics for User Interface Design

When we identified a heuristic that was not followed, we gave that feature a severity rating

Severity Rating

Rating

Description

Not a usability concern

Cosmetic problem: Low priority to fix

Minor usability problem: Fix when possible

Major usability problem: Prioritize fix in next release

Usability catastrophe: Fix immediately

View Full Heuristic Evaluation Report

Here are our most severe observations

Heuristic: #4 Consistency and Standards

Severity: 4

Description: Helpful guides are available when users hover over different pages on the application’s main navigation bar. Similar guides are not available for the “capture” button on hover.

Heuristic: #3 User Control and Freedom

Severity: 4

Description: After selecting Capture, when users receive guidance to select an area to record, the buttons that appear after a selection include an ‘X’ button. The tip associated with the button says ‘Cancel (Esc)’. Users might expect it to undo the selection that they have made however, the button closes the entire capture screen and brings users back to the Home screen.

Heuristic: #3 User Control and Freedom

Severity: 3

Description: After being dismissed or visited for the first time, many tips and onboarding guided tours on Snagit cannot be revisited or are housed in a more hidden location.

Usability Testing

We ended our research phase by conducting usability tests that allowed us to evaluate Snagit's functionality in a controlled setting

Testing plan

Preamble

Introduce the study and warm-up

Tasks

Run through four tasks with scenarios

Debrief

Inquire about overall experience and impressions

Analyze

Assign task scores and identify major areas on concern

Sample Task

Scenario: Imagine you are working remotely. Your co-worker messages you on slack and asks for help with appearance settings on their computer. You want to show your coworker the settings on your computer so they can copy your configuration.

Task #1: Using Snagit, take a screenshot of the appearance settings on your computer

Success Criteria:

In Snagit, user clicks on “Capture”
User uses either “All-in-One” or “Image”
User completes the task in under 7 minutes

View Full Usability Testing Report

We had four key findings

Finding 1: Participants are unsure when recordings begin

Description: 4 out of 5 participants thought their screen recording had begun when they clicked the "capture" button; however, they were unaware they needed to click another red record button to actually begin the recording.

Finding 2: There is a workflow disruption between clicking on "Capture" and "Record"

Description: All participants expected to click "capture", and then begin organizing their desktop to show relevant information. However, they discovered that the desktop was frozen until they hit record.

Finding 3: The info buttons for help are hard to spot

Description: 4 out of 5 participants were unable to find the info buttons when instructed to find help related to a feature. This was because the button was in their periphery, and rather small.

Finding 4: Users find it hard to discover video snipping features

Description: When instructed to trim a video, users struggled to spot the trim tools. Post test questions revealed this was because they were expected an interface similar to their phones, instead of a new, unfamiliar, method.

Synthesis

Circling back to our objectives

Now that our research was complete and we had preliminary findings from each method, we aimed to complete our initial objectives

Understand why users couldn't find new features

Figure out how guidance could be improved

Keeping these objectives in mind, we synthesized our research to come away with four findings and recommendations.

Finding 1: Users have trouble discovering features because of UI elements

Evidence

Interviews: UI layout can hinder the discovery of these features by the user, and general tips may not address needs for different user types.

Heuristic Evaluation: Many tips and onboarding guided tours cannot be revisited or hidden after their first appearance.

Usability Tests: Users struggled or failed to learn how to utilize features with Snagit-specific functionality. For example, new users struggled with the editing trimmers in the video toolbar.

Recommendations

Allow users to customize the toolbar during the onboarding process, and include preset options tailored for different types of users.

Provide hover tips or a tutorial to guide users the first time they access the video toolbar.

Allow users to customize the toolbar during the onboarding process, and include preset options tailored for different types of users.

Provide hover tips or a tutorial to guide users the first time they access the video toolbar.

Allow users to customize the toolbar during the onboarding process, and include preset options tailored for different types of users.

Provide hover tips or a tutorial to guide users the first time they access the video toolbar.

Finding 2: Hover tips UI is inconsistent, which can lead to confusion for users

Evidence

Comparative analysis: Tip placement and timing were inconsistent in Snagit’s UI when compared with user expectations - tips appear with a delay, so users may not ever see one.

Heuristic Evaluation: Inconsistencies in hover tips; some tools triggered hover tips while others did not

Usability Tests: No participant triggered any hover tips throughout the test - even when prompted to find help.

Recommendations

Make hover tips consistent across the software and appear with slightly less delay.

Add a visual component over UI elements, which can be hovered over for extra information.

Finding 3: lack of clear visual feedback for users performing certain tasks causes confusion

Evidence

Heuristic Evaluation: Visibility of System status heuristic being violated

Usability Tests: Users do not realize when their recordings start, they mistakenly believe that pressing the "capture" button starts the recording, but an additional action is required.

During recording, users struggle to assess the recording duration or stop the process efficiently due to poor visibility and accessibility of the control panel against certain backgrounds.

Usability Tests: Users do not realize when their recordings start, they mistakenly believe that pressing the "capture" button starts the recording, but an additional action is required.

During recording, users struggle to assess the recording duration or stop the process efficiently due to poor visibility and accessibility of the control panel against certain backgrounds.

Usability Tests: Users do not realize when their recordings start, they mistakenly believe that pressing the "capture" button starts the recording, but an additional action is required.

During recording, users struggle to assess the recording duration or stop the process efficiently due to poor visibility and accessibility of the control panel against certain backgrounds.

Recommendations

Include more obvious UI elements indicating system status and user actions

Modify the "capture" button for clearer action indication and add prompts to guide users through the recording start process.
Use strategic color contrasts and layout adjustments for better visibility of the control panel.
Implement timestamps and hover effects to improve user control during recording.

Finding 4: Navigation across capture flow can be unintuitive to users leading to disruption to workflow

Evidence

Heuristic Evaluation: Users expect that canceling a “Capture” session would undo the selection that they made but instead, canceling a “Capture” deletes the selection and ends the “Capture” session.

Usability Tests: Users expect that canceling a “Capture” session would undo the selection that they made but instead, canceling a “Capture” deletes the selection and ends the “Capture” session.

Recommendations

Add hover tip, pop-up, or video walkthrough that informs users of intended functionality for pockets of unintuitive navigation

Change the navigation to mimic the user flow that would match user expectations

Reflection

Successes

Conducted multiple research methods in a short time-span

Team worked really well together

Client was happy with our output!

Limitations

Time did not allow us to conduct surveys

Participants could have been more diverse

I wish we had more time to spend on analysis, like doing an affinity map

What I would do given more time

Conduct Usability tests with more participants

Conduct surveys

Conduct interviews with more participants

Design mock-ups

The End!

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