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Hulu Research Study

First, I conducted initial interviews with three users to understand more about platform usage:

  • Subscribers prefer Hulu over Netflix when it came to more current content.

  • Feel that the commercials are annoying but not intolerable.

  • All three interviewees pay for the basic subscription model at $5.99 per month and none of them have traditional cable.

  • See Hulu as a cheaper replacement for cable that allows them access to current shows on their own time.

  • Only watch a few hours of Hulu content a week to stay caught up on the programs they like

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Then I conducted an online survey which focused on the overall experience of using Hulu. It contained questions asking how users find new content, how they use and share their account and identifying trends across the subscriber base. The goal of the survey was to collect and analyze data about Hulu subscribers’ experience using the service in order to identify weaknesses of the platform and improve the user experience.

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Next I set up and ran a field study with two participants in their homes. I provided the participants with a task sheet and observed how users interacted with the application on their mobile phone. Based on data collected during the field study, I identified strengths and weaknesses and made recommendations based on my findings:

Strengths: 

  • Robust search functionality

  • Clean user interface

    • Only a handful of buttons o Section/blocks/card-style

      interface

    • Modern design

  • Menus are simple and straight forward, they don’t contain a nested series of links

  • Basic application that essentially contains four main sections

  • Takes advantage of vertical and horizontal scrolling

  • Labeling of information is excellent

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Weaknesses:

  • Can easily get buried in layers of screens while searching

  • Navigation bar only exists on the Home screen

  • Inconsistent My Stuff icon - sometimes appears with labeled with text, sometimes not

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Recommendations:

  1. Add a Home icon to the upper left so that the user can quickly navigate back to the Home page.

  2. Reposition the My Stuff icon on the network pages.

  3. Change the text size of the date for Your Next Charge.

  4. Redesign the buttons on the Manage Add-Ons screen.

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The low-fidelity wireframes on the side are visual representations of my recommendations that were included in my report. 

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Detailed reports, personas and the artifacts created during my research can be found in Google Drive.

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