Why Your Video Calling App Might Be Failing & How to Fix It?

We live in the era of remote work, online collaboration, and virtual meetings. 

Whether you are a freelancer juggling clients or a designer attending daily standups, video calling tools have become a core part of our digital life.

But here’s the truth

“Most video calling apps still fall short in meeting the needs of real users.”

We recently conducted empathy mapping for a range of users, including freelancers, UI/UX designers, and remote workers, to understand what goes on in their minds before, during, and after a video call.

The results were eye-opening. 

Let’s break it down.

What Users Are Saying

These are the things people openly express during conversations or interviews. 

Things like

“I use video calls daily for freelance or remote work.”

“Connectivity issues mess up client meetings.”

“I wish Zoom had better collaboration tools.”

“Free plans are okay, but the time limit is super annoying.”

And one we found especially frustrating

“Human support is useless most of the time.”

These statements give us surface-level insights, but they are just the tip of the iceberg.

What They’re Thinking (but not always saying)

Here is where empathy mapping shines. We uncovered thoughts like

“What if the app crashes right before my client call?”

“I hope the lag isn’t bad today.”

“Why isn’t there a built-in whiteboard or file-sharing tool?”

“I need something reliable — my reputation is on the line.”

“Even with a good internet connection, I’m still nervous.”

Imagine you are about to pitch to a new client. You double-check everything: your slides, your script, your camera angle. But in the back of your mind, there’s a voice whispering

“Please don’t crash. Please don’t lag.”

That tension? It’s real. 

And it’s exactly what we need to design around.

What They’re Feeling

Empathy mapping helped us tap into emotions, too. 

Here’s what came up

Frustrated by:

“Poor audio/video quality despite good internet.”

“Time limits in free versions.”

“In-call tool limitations.”

Anxious about:

“Tech failures during interviews or big calls.”

“Being the ‘tech person’ in group meetings.”

Excited when:

“The platform is intuitive and minimal.”

“Everything just works, no glitches, no guessing.”

One user shared this during a session

“I get nervous before every pitch, not because of the pitch, but because I don’t trust the tool I’m using.”

That alone should be a wake-up call for video app designers.

What They’re Doing

This is where behaviors kick in

“Using multiple platforms (Zoom, Meet, WhatsApp, Teams) to find the best one.”

“Hosting calls from laptops, mobile phones, and tablets.”

“Switching to audio when video fails.”

“Avoiding feature-heavy apps that feel “bloated.”

“Using screen share, chat, or third-party tools to make up for missing in-app features.”

They are not just talking about problems; they are working around them. That’s a lost opportunity right there.

What’s Causing Pain

Let’s talk about the pain points

“Disruptive lags even on stable Wi-Fi.”

“Confusing user interfaces.”

“No real human support.”

“Poor accessibility (especially for guests or non-tech-savvy people).”

“Free versions with annoying caps.”

It’s not just technical issues; it’s how those issues make users feel. 

Frustrated. Overwhelmed. Anxious.

What They Gain From a Great Experience

When a platform nails the experience, here’s what users love

“Clean, stable video and audio.”

“Built-in collaboration tools (screen share, file sharing, reactions).”

“No surprise charges or time caps.”

“Easy for guests to join — no sign-up loops.”

“Intuitive design that feels professional but not overwhelming.”

We found that simplicity, stability, and speed were the top three expectations; no one wants to fight with tech when the goal is just to communicate.

Real Example: Imran, a UI/UX Designer

Imran works from home and meets clients over Zoom and Google Meet. He says

“Zoom is good, but the UI feels heavy. I don’t need 20 buttons. I just need clarity.”

Imran’s biggest struggle? 

He loses time during client calls just trying to figure out which button does what.

And when lag hits, it throws off his presentation rhythm.

What Can You Do as a Designer or Founder?

• Talk to real users. Then listen.

• Don’t rely only on analytics; use empathy maps to uncover what people aren’t saying.

• Solve for emotions, not just features.

• Simplify your flows; every second of confusion is a second of lost trust.

Want to see what real empathy mapping looks like?

Check out the empathy map we created based on this research and user personas.

👉 Review our complete Empathy Map (click here)

Let’s make digital communication feel human again.

Connect with Me (Sadiq)

I’m a UX Designer passionate about making tech feel more human.

If you’re building a tool or want to dive deeper into user psychology, let’s connect!

📩 [email protected]
 🔗 LinkedIn — Sadiq Hussain