Improve My Page

The project

During the winter of 2020, I worked to improve the experience for users to find and organise their listening in the apps.

My team wanted to improve "My Page", partly due to feedback from customer support, and partly due to insights from user tests.

My role

I started the project with a design sprint that I planned and led. After the sprint, I worked together with an art director in the design development and exchanged ideas with our analyst during the planning of A/B tests.

Prepare the sprint

Since the design sprint was held completely digitally, due to the pandemic, I started by reading about recommendations and tips for digital workshops. I recruited 5 participants from different product teams, wrote a sprint brief together with my product owner and prepared all the week's activities.

Desin Sprint

Day 1: Understand

The first day we looked at results from previous project. An interesting insight was that many of the users who favourited content, did not then use the Favourites function to find their way back to it. We wanted to change that. The participants had to write down all the improvements they saw. We then voted for three to focus our sprint on:

1. How might we better help users continue their listening and find more?
2. How might we make our functions clearer and easier to find and understand?

To gather more information around these challenges, we then interviewed real users. I think this part helped the participants to let go of their own perspectives and talk more easily about user needs during the week.

Insights gained from the user interviews:

1. It is good to help users remember what they liked/listened to.
2. The product should know what the user wants without them having to do anything.
3. Categories are important for users to find, discover and understand
4. Users were not so aware of the difference between saving and downloading.

Day 2: Sketch

We looked at how others solved similar challenges and then sketched out our own ides.

Day 3: Decide

Now we had a lot of different ideas. We voted for the ones we believed in the most and narrowed down to two we wanted to validate in prototypes.

To prototype:

1. Show users favourites as programcards instead of episodecarousel.
2. Indicate clearly when new episodes is available.
3. Give recommendations directly on my page
4. Switch copy from "Favourite" to "Subscribe"
5. Switch copy from "My List" to "Listen Later"

Day 3: Build a prototype

At this point, it is easy to lose pace. Some people work with the prototype while others become idle and start doing other things. To avoid that, I started the day by creating a "to do" list together, which we then tackled in pairs.

Day 4: User tests

On the last sprint day, the participants took turns at being test leaders and observers, respectively. I had prepared a digital bulletin board that was gradually filled with insights on colour-coded Post It notes.

Successful in testing:

1. Indicate clearly when new episodes is available.
2. Give recommendations directly on my page
3. Switch copy from "My List" to "Listen Later"

Less successful in testing:

1. Show users favourites as programcards instead of episodecarousel. Instead, the users wanted a episodelist for better overview.
2. Switch copy from "Favourite" to "Subscribe"

Iteration based on the insights

The week after the sprint, the art director and I made suggestions for an improved My Page based on the insights from the design sprint.

We chose to:

1. Show the new episode list directly and to add a submenu to easily change list.
2. Indicate in the menu when new episodes from favorite shows was available.

A/B tests in production

Our prototype has resulted in two A/B tests that we are carrying out right now and several others that we plan to carry out later.