How would you measure the success of Zoom?

Zoom - It's a video conferencing tool, that enables online meetings, webinars and live chat for the purpose of communicationa nd collaboration

User funnel -

User login -> Profile creation -> Setting up meeting -> Sending invites -> Sending reminders before meeting -> Initiate meeting -> Allowing attendees to join the meeting -> Online discussion -> Online tools like chat, polls, emojis usage during the discussion -> AI tool to make notes of the meeting -> People leaving the meeting -> Meeting being ended -> AI summarises the discussion and translates audio to text in the form of a summary document and shares with all the recipients post the call

Key metrics -

• Acquisition -
  • # app downloads
  • # app sign ups
• Activation -
  • % users login
  • % users creating an account
  • % users setting up atleast one meeting
  • % users who joined atleast one meeting
• Engagement
  • # meetings per day/ week/ month
  • % users receiving a reminder for the meeting
  • Avg no. of people attending a meeting
  • Session duration of each meeting
  • % users using online tools during the meeting
  • Avg no. of messages/ emojis/ polls send during the meeting
  • % users receiving the AI summary per meeting
  • DAU/ WAU/ MAU
• Retention
  • D7/ D30 returning users
  • # app unistalls
  • Churn rate
• Monetisation
  • % conversion from free to paid
  • ARPU
• User satisfaction score
  • NPS
  • # support tickets raised
• Platform performance
  • % meetings with login issues
  • % meetings which had atleast one call drop
  • % meetings with fluctuating audio/ video quality
  • % accuracy of AI summary

Here is my attempt:

Define product: Zoom is a one click meeting product by which you can join the meeting and attend.

Persona

• Host
• Guest
• Attendees

User Journey

• Host set up a link
• Host sends the link to other recipients
• Attendees and Guest receives the link
• Click on the link
• Attends the meeting
• Participates in the meeting
• Receive and send messages
• Share an expression
• Leave the meeting

Goal of Zoom is to make video communication frictionless.

Awareness

• Number of user registering in Zoom (daily, weekly & monthly)
• Number of meeting links created out of registered users
• Sharing the link with fellow friends (personal) and attendees (Business license)
• Number of zoom app downloaded in the desktop

Activation

• Growth in number of new users accessed using Zoom link
• Number of Recipients click on the link
• Number users join the meeting through link (daily, weekly & monthly)
• Recipients sharing the meeting link to others

Engagement

• Amount of time spent by user per session
• Number of messages per user
• Once join through meeting link, people join and interacts or participates
• % of time multiple users are collaborating in a single meeting link
• Number of messages exchanged in the meeting
• Number of expressions shared in the meeting
• Number of operations transacted through the meeting

Retention

• Number of user using Zoom more than once
• Number of users using the earlier shared meeting link to stay connected
• % of user stopped using zoom
• % of paid vs free users
• % increase in paid users

Monetization

• Revenue paid users from Zoom

As Primary metric, I would like to focus on

• Growth in number of new users accessed using Zoom link
• % increase in meeting links created daily or weekly

As Secondary Metric, I would like to focus on engagement

• Average time spent by user per session on Zoom
• % of time multiple users are using the same link for long period of time