Twitch and YouTube UX Audit
By Brady Hale and Jordan Taylor
The Process
The long process was completely worth it, even though at the time, we might not have understood its importance.
Product Review and Gesture Audit
Auditing something like Twitch.tv and Youtube was a real eye-opening experience to why doing the research when completing something so grand, is a very important idea. We 100% undervalued the importance of having research done ahead of time.
We started with going through a “Product Review” of all of the features that the two products had to offer across all the available devices that we were able to find and use. This included many different products, from different “generations,” and OS.
This included the gestures that each product had. This was a super enlightening experience to us, finding out the different gestures were very important in knowing what the key differences were and how they were similar to other devices as well. We found that, overall, they were pretty similar across the different devices, and attributed that to the ability of YouTube (Google) and Twitch (Amazon) to be able to throw infinite amounts of money at the product to make it good.
Customer Experience Audit
This was broken up into 4 parts.
Satisfaction Analysis
This one was rather simple. We scoured the internet for reviews that were left from people on Google Play Store, the Apple App Store, Reddit, and Google Reviews. Here we found out things that customers loved, hated, and had bugs with in order to better understand how the average consumer was consuming these products. This, however, didn’t help find many issues with the product, but we noticed that most people don't really leave a review unless they have a super amazing experience or a horrible one.
What was useful, however, was the data that we were also looking for when it came to the average usage time, demographics, and other key things that helped us to understand the customer.
Proto-Persona
This is where we probably struggled the most. We had a hard time separating the empathy from these proto-personas and just getting to the meat and bones of it.
Empathy Map
Honestly, this is where things started coming along better for us and we understood why we had gone through all the trouble of the previous audits. Understanding how the consumer is feeling was a key part of why we do all of this. This was probably the easiest part for us and the most fun.
Customer Journey Map
This is where it all came together. We took our time to make a Journey Map that was fun, exciting, and interactive to help display what our proto-personas were going through and what they did, and how they felt doing it. We were super happy with the end result and putting everything together in order to tell the story of what we would see certain customers going through.
In closing
All in all, we had an amazing time doing this and in hindsight, we really appreciate the process and the iterations that we had to go through to come up with something that we are pretty proud of overall!
Here is the link to the prototype!
