Video Chat Transfer
Project: Streem - Video Chat Transfer (Phase 1)
Role: Lead UX Designer
Product Area: Internal
Device Design: Desktop
Timeframe: Launched in February 2026
Outcome: Investing in a better video chat experience for app users is a proven lever for retention. Members who complete at least one video chat renew 12%–18% more, aligning directly to the company’s 2025 goal of a 150 base points increase in renewal rates.
Outcome
We launched Video Chat Transfer to streamline member experience by enabling Experts to route live chats correctly without restarts. This reduces frustration for 6% of calls and helps maintain our 99% satisfaction rate.
Problem
Preliminary testing showed that members sometimes start video chats with the wrong trade, happening about 6% of the time. The primary issue, with an impact score of 92, is: “I cannot call a different Expert or trade in Streem, leading to queue manipulation.” This is a concern for both member experience and workflow integrity.
A total of 830 calls, representing approximately 6% of all calls, were marked as “Transfer Applicable.” These are members who:
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Chose the incorrect trade
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Required an Expert with more specialized knowledge
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Needed an Expert who spoke their language
Before:
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Experts can't transfer members to another trade
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Members must manually go through video chat flow again, and re-queue for a different trade
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If there’s a wait time in the new trade, members must wait at the back of the queue
Solution
Internal feedback informed a feature that streamlines expert workflows and improves the member video chat experience - driving stronger retention.
Now:
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Experts can transfer a member to another trade
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Members are automatically re-queued for new trade, no need to go through video chat flow again
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If there’s a wait time in new trade, members are put at the front of the queue
Design Thinking Process
Teamed up with Product to analyze the journey and identify improvement areas through surveys. We explored design options before finalizing one for testing with our Experts.
Reviewed The High Level Workflow: Because this feature intersected with multiple flows, Product and I needed to looked at the different intersection points. Adding this new feature would intersect with:
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Members engaging with a Video Expert Chat from the AHS and FTDR app
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There will be an original expert and a member
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Then a new expert with the same member
Requirements documentation: I also took some time to review the Product Requirments.
Member Experience: Alongside the Expert experience, we designed and evaluated the member video‑chat flow, iterating on concepts and validating feasibility with Engineering.
Refinement Process: Once the screens and flows are polished, I share them with Product and Engineering. This sparks a dialogue in Figma, where we discuss viewpoints, ask questions, and identify edge cases, guiding the next round of design refinement..
Working With Product and Development
In our initial engineering grooming, we split tasks into two milestones to reduce risk and deliver value faster within one quarter. This approach enabled quick decision-making and design iterations as shifted.
Milestone 1: This milestone enhances the transfer experience: Experts direct members to the right trade, and are re-queued without restarting the video chat, ensuring priority placement if there's a wait.
Milestone 2: This milestone facilitates multi-expert collaboration, enabling the appropriate Expert to quickly join an active call and smoothly transition the conversation within a shared session and a warm handoff.
User Research
After completing a design, I developed a test plan. I tested on internal users and utilized the data to improve the designs.
Testing in Maze with a Virtual Expert
Test Results: The test was successful, with high completion rates and strong SEQ scores. The main issue was finding the Call Transfer button.
Testing results
Design Changes: Based on usability, we improved transfer button visibility for older users.
Design Changes: We moved the transfer button to the center of the bottom bar for better visibility during calls. Labels were added to all controls to clarify their functions and improve usability.
Reflection
Designing Video Chat Transfer focused on addressing a systemic experience gap. We transformed a major pain point for Supervisors and Experts into a streamlined workflow based on survey data. Recognizing that users may not select the right trade initially, we implemented a safety net support. This feature enhances expertise matching, language accessibility, and offers on-the-job coaching within Streem, a smoother, more empathetic experience for members and Experts alike.