UX Research on HBO Max (video presentation)
Customers have subscribed. Now what?
With Market Research, you can easily identify (among other things):
customer’s needs for new product
market segments to focus on
motivations to design your communication strategy
By 2020, I understood marketing research and was ready to go deeper — to understand the customer beyond their purchase and answer the question: “Customers have subscribed. Now what?”.
If you have the same question for your platform, this project may help you!
I took the User Research for UX course at the University of California, Berkeley to learn specific methods for collecting data about user behavior and their user experience (e.g. Usability Test, Diary Studies, Personas, Card Sorts) and also to review general topics of research (e.g. Recruiting Methods, best practices for Surveys and Interviews, Contextual Inquiry, Legal Considerations).
Here, I present to you my final project. I used HBO Max as my testing platform, you may be able to follow the same steps to create actionable insights about your users on your platform and design new strategies to increase satisfaction, accuracy, and efficiency of your UX.
How to make HBO Max even better for its users? (video presentation)
In the video I guide you through the findings, recommendations, and next steps for how HBO Max can improve its user experience. If you want more details about any of those steps to reproduce this study, you can find it here:
Initial Survey — The questionnaire that I used to understand the current context of HBO Max users before planning.
Usability Test Plan — This document states research goals and questions, methods, how to collect data, who should participate, how to recruit, scripts and tasks involved, satisfaction, and an analysis plan.
Satisfaction Survey — This is survey adapted from the System Usability Scale (SUS), a reliable tool for measuring the usability in small and big samples.
Consent Form for Usability Test — Example of legal consent for participating in the study.
Session Sample — Example of a usability test session. It is important to pay attention to how you act as an interviewer, what to ask (be careful to not ask leading questions), and when to probe beyond what you planned on your script.
Final Slide Deck — It is always a good idea to have a consolidated Slide Deck with details of each part of your project so you can have quick access to the insights and recommendations without having to go back to the video presentation.
That was my User Research project on HBO Max!
I hope it was informative, resourceful, and fun. If you have any questions, feedback, or need any guidance with your own User Research project, contact me on jnakemi@gmail.com, and let’s get in touch!
Thank you for reading.
