Enhancing Netflix's Media Management Platform
Enhancing Netflix's Media Management Platform
Enhancing Netflix's Media Management Platform
Enhancing Netflix's Media Management Platform
Binging on post-production content management process
Binging on post-production content management process
Binging on post-production content management process
Binging on post-production content management process
UX Research
UX Research
UX Research
UX Design
UX Design
UX Design
Wireframes
Wireframes
Wireframes
RAKSHA HUNGUND.
RAKSHA HUNGUND.
Role
Role
Role
Context
Context
Context
Impact
Impact
Impact
3 months
Team of 5
3 months
Team of 5
Lead UX Researcher and UX Designer
3 months, team of 5
Client: Netflix
Academic project
Client: Netflix
Academic project
Client: Netflix
Academic project
Faster upload, sharing files with error checks
Task time reduced by 50%
Faster upload, sharing files with error checks
Task time reduced by 50%
Faster upload, sharing files with error checks
Task time reduced by 50%
Background
Background
Background
Background
Background
Introducing Workspaces: The Google Drive of Netflix’s Content Hub
Introducing Workspaces: The Google Drive of Netflix’s Content Hub
Introducing Workspaces: The Google Drive of Netflix’s Content Hub
Introducing Workspaces: The Google Drive of Netflix’s Content Hub
Introducing Workspaces: The Google Drive of Netflix’s Content Hub
Netflix housed Workspaces within Content Hub (a centralized repository for storing, managing, and delivering production assets between production hubs remotely). As production hubs expanded, reliance on Workspaces grew. But it was unclear whether the existing features were effectively supporting the production teams, leading to concerns.
Netflix housed Workspaces within Content Hub (a centralized repository for storing, managing, and delivering production assets between production hubs remotely). As production hubs expanded, reliance on Workspaces grew. But it was unclear whether the existing features were effectively supporting the production teams, leading to concerns.
Netflix housed Workspaces within Content Hub (a centralized repository for storing, managing, and delivering production assets between production hubs remotely). As production hubs expanded, reliance on Workspaces grew. But it was unclear whether the existing features were effectively supporting the production teams, leading to concerns.
Netflix housed Workspaces within Content Hub (a centralized repository for storing, managing, and delivering production assets between production hubs remotely). As production hubs expanded, reliance on Workspaces grew. But it was unclear whether the existing features were effectively supporting the production teams, leading to concerns.
Netflix housed Workspaces within Content Hub (a centralized repository for storing, managing, and delivering production assets between production hubs remotely). As production hubs expanded, reliance on Workspaces grew. But it was unclear whether the existing features were effectively supporting the production teams, leading to concerns.
Problem
Problem
Problem
Problem
Problem
As production hubs expanded, reliance on Workspaces grew. But it was unclear whether the existing features were effectively supporting the production teams, leading to concerns.
As production hubs expanded, reliance on Workspaces grew. But it was unclear whether the existing features were effectively supporting the production teams, leading to concerns.
As production hubs expanded, reliance on Workspaces grew. But it was unclear whether the existing features were effectively supporting the production teams, leading to concerns.
As production hubs expanded, reliance on Workspaces grew. But it was unclear whether the existing features were effectively supporting the production teams, leading to concerns.
As production hubs expanded, reliance on Workspaces grew. But it was unclear whether the existing features were effectively supporting the production teams, leading to concerns.
How is Workspaces supporting and impacting the productivity of production managers?
How is Workspaces supporting and impacting the productivity of production managers?
How is Workspaces supporting and impacting the productivity of production managers?
How is Workspaces supporting and impacting the productivity of production managers?
Problem
Problem
Problem
Problem
Problem
Sneak Peek
Sneak Peek
Sneak Peek
Sneak Peek
Sneak Peek
Feature #1
Feature #1
Feature #1
Feature #1
Feature #1
Visibility of file upload status by showing progress bar
Visibility of file upload status by showing progress bar
Visibility of file upload status by showing progress bar
Visibility of file upload status by showing progress bar
Visibility of file upload status by showing progress bar
In usability tests, 6/6 participants reported difficulties tracking file uploads due to a continuous loading icon. We proposed a progress bar with time estimation to cut upload time by 50% (from 1–2 hours to 30 minutes) and could also be used to restart uploads if there are errors.
In usability tests, 6/6 participants reported difficulties tracking file uploads due to a continuous loading icon. We proposed a progress bar with time estimation to cut upload time by 50% (from 1–2 hours to 30 minutes) and could also be used to restart uploads if there are errors.
In usability tests, 6/6 participants reported difficulties tracking file uploads due to a continuous loading icon. We proposed a progress bar with time estimation to cut upload time by 50% (from 1–2 hours to 30 minutes) and could also be used to restart uploads if there are errors.
In usability tests, 6/6 participants reported difficulties tracking file uploads due to a continuous loading icon. We proposed a progress bar with time estimation to cut upload time by 50% (from 1–2 hours to 30 minutes) and could also be used to restart uploads if there are errors.
In usability tests, 6/6 participants reported difficulties tracking file uploads due to a continuous loading icon. We proposed a progress bar with time estimation to cut upload time by 50% (from 1–2 hours to 30 minutes) and could also be used to restart uploads if there are errors.
after
after
after
Using progress bar and time estimation to track file upload status
Using progress bar and time estimation to track file upload status
Using progress bar and time estimation to track file upload status
Using progress bar and time estimation to track file upload status
Using progress bar and time estimation to track file upload status
Before
Before
Before
Continuous throbber icon does not show status of file upload
Continuous throbber icon does not show status of file upload
Continuous throbber icon does not show status of file upload
Continuous throbber icon does not show status of file upload
Continuous throbber icon does not show status of file upload
Feature #2
Feature #2
Feature #2
Feature #2
Feature #2
Preventing errors in uploads by verifying file formats
Preventing errors in uploads by verifying file formats
Preventing errors in uploads by verifying file formats
Preventing errors in uploads by verifying file formats
Preventing errors in uploads by verifying file formats
We found 4/5 users reported vendors often submit 3-4 incorrect file formats (e.g., .mov instead of .mp3), causing delays which also violates the error prevention heuristic. We proposed an error-checking flow before submitting files to the request section to increase approval rate of requests from a week to 2-3 days.
We found 4/5 users reported vendors often submit 3-4 incorrect file formats (e.g., .mov instead of .mp3), causing delays which also violates the error prevention heuristic. We proposed an error-checking flow before submitting files to the request section to increase approval rate of requests from a week to 2-3 days.
We found 4/5 users reported vendors often submit 3-4 incorrect file formats (e.g., .mov instead of .mp3), causing delays which also violates the error prevention heuristic. We proposed an error-checking flow before submitting files to the request section to increase approval rate of requests from a week to 2-3 days.
We found 4/5 users reported vendors often submit 3-4 incorrect file formats (e.g., .mov instead of .mp3), causing delays which also violates the error prevention heuristic. We proposed an error-checking flow before submitting files to the request section to increase approval rate of requests from a week to 2-3 days.
We found 4/5 users reported vendors often submit 3-4 incorrect file formats (e.g., .mov instead of .mp3), causing delays which also violates the error prevention heuristic. We proposed an error-checking flow before submitting files to the request section to increase approval rate of requests from a week to 2-3 days.
Feature #3
Feature #3
Feature #3
Feature #3
Feature #3
Scaling file sharing with custom permissions and collaborator visibility
Scaling file sharing with custom permissions and collaborator visibility
Scaling file sharing with custom permissions and collaborator visibility
Scaling file sharing with custom permissions and collaborator visibility
Scaling file sharing with custom permissions and collaborator visibility
Competitor analysis, heuristic evaluation and usability test with 4/6 participants showed that limited file-sharing options hinder global collaboration in Workspaces. We personalized this experience based on employment duration and team member access within Netflix Content Hub.
Competitor analysis, heuristic evaluation and usability test with 4/6 participants showed that limited file-sharing options hinder global collaboration in Workspaces. We personalized this experience based on employment duration and team member access within Netflix Content Hub.
Competitor analysis, heuristic evaluation and usability test with 4/6 participants showed that limited file-sharing options hinder global collaboration in Workspaces. We personalized this experience based on employment duration and team member access within Netflix Content Hub.
Competitor analysis, heuristic evaluation and usability test with 4/6 participants showed that limited file-sharing options hinder global collaboration in Workspaces. We personalized this experience based on employment duration and team member access within Netflix Content Hub.
Competitor analysis, heuristic evaluation and usability test with 4/6 participants showed that limited file-sharing options hinder global collaboration in Workspaces. We personalized this experience based on employment duration and team member access within Netflix Content Hub.
Before
Before
Before
Unintuitive share options in the form of toggle UI
Unintuitive share options in the form of toggle UI
Unintuitive share options in the form of toggle UI
Unintuitive share options in the form of toggle UI
after
after
Present share options in a user story format that’s easy to complete
Present share options in a user story format that’s easy to complete
Present share options in a user story format that’s easy to complete
Present share options in a user story format that’s easy to complete
Access details of other collaborators also visible while sharing file
Access details of other collaborators also visible while sharing file
Access details of other collaborators also visible while sharing file
Access details of other collaborators also visible while sharing file
after
Present share options in a user story format that’s easy to complete
Access details of other collaborators also visible while sharing file
Feature #4
Feature #4
Feature #4
Feature #4
Feature #4
Progressive onboarding for novice users
Progressive onboarding for novice users
Progressive onboarding for novice users
Progressive onboarding for novice users
Progressive onboarding for novice users
In usability testing, 4/6 participants found that novice users, including vendors and new managers, struggled with tasks in Workspaces, spending extra time searching for information. Providing relevant tips during tasks reduced average task completion time from 2 hours to 30-40 minutes.
In usability testing, 4/6 participants found that novice users, including vendors and new managers, struggled with tasks in Workspaces, spending extra time searching for information. Providing relevant tips during tasks reduced average task completion time from 2 hours to 30-40 minutes.
In usability testing, 4/6 participants found that novice users, including vendors and new managers, struggled with tasks in Workspaces, spending extra time searching for information. Providing relevant tips during tasks reduced average task completion time from 2 hours to 30-40 minutes.
UX Research Process
UX Research Process
UX Research Process
UX Research Process
UX Research Process
Usability testing, heuristic evaluation, competitor analysis found issues in file upload, share and submission
Usability testing, heuristic evaluation, competitor analysis found issues in file upload, share and submission
Usability testing, heuristic evaluation, competitor analysis found issues in file upload, share and submission
Usability testing, heuristic evaluation, competitor analysis found issues in file upload, share and submission
Usability testing, heuristic evaluation, competitor analysis found issues in file upload, share and submission
UX Design Process
UX Design Process
UX Design Process
UX Design Process
UX Design Process
Personas with Jobs-to-be-done to focus on task goals
Personas with Jobs-to-be-done focused on task goals over job roles
Personas with Jobs-to-be-done focused on task goals over job roles
Personas with Jobs-to-be-done to focus on task goals
Personas with Jobs-to-be-done focused on task goals over job roles
We used a jobs-to-be-done framework with our personas, as tasks like file upload, sharing, and submission were common across users. This shift focused on users' task goals, guiding us toward a suitable solution.
We used a jobs-to-be-done framework with our personas, as tasks like file upload, sharing, and submission were common across users. This shift focused on users' task goals, guiding us toward a suitable solution.
We used a jobs-to-be-done framework with our personas, as tasks like file upload, sharing, and submission were common across users. This shift focused on users' task goals, guiding us toward a suitable solution.
We used a jobs-to-be-done framework with our personas, as tasks like file upload, sharing, and submission were common across users. This shift focused on users' task goals, guiding us toward a suitable solution.
We used a jobs-to-be-done framework with our personas, as tasks like file upload, sharing, and submission were common across users. This shift focused on users' task goals, guiding us toward a suitable solution.
Task flows for file upload, share and submission to map out specific issues in interactions
Task flows revealed pain points: users can't track file uploads due to a throbber, limited sharing options, passive onboarding hindered learning
Task flows revealed pain points: users can't track file uploads due to a throbber, limited sharing options, passive onboarding hindered learning
Task flows for file upload, share and submission to map out specific issues in interactions
Task flows revealed pain points: users can't track file uploads due to a throbber, limited sharing options, passive onboarding hindered learning
We mapped out task flows for file upload, share and submit to request to identify specific areas of issues in interactions with the interface
We mapped out task flows for file upload, share and submit to request to identify specific areas of issues in interactions with the interface
We mapped out task flows for file upload, share and submit to request to identify specific areas of issues in interactions with the interface
We mapped out task flows for file upload, share and submit to request to identify specific areas of issues in interactions with the interface
We mapped out task flows for file upload, share and submit to request to identify specific areas of issues in interactions with the interface
Click here to enlarge
Design Recommendations
Design Recommendations
Design Recommendations
Design Recommendations
Design Recommendations
6/6 usability test participants struggled with upload tracking, so we designed a progress bar with time estimates to cut upload time by 50%
6/6 usability test participants struggled with upload tracking, so we designed a progress bar with time estimates to cut upload time by 50%
6/6 usability test participants struggled with upload tracking, so we designed a progress bar with time estimates to cut upload time by 50%
6/6 usability test participants struggled with upload tracking, so we designed a progress bar with time estimates to cut upload time by 50%
6/6 usability test participants struggled with upload tracking, so we designed a progress bar with time estimates to cut upload time by 50%
I do not know if my file uploaded
I do not know if my file uploaded
I do not know if my file uploaded
I do not know if my file uploaded
I can see the file size uploaded and the time remaining
I can see the file size uploaded and the time remaining
I can see the file size uploaded and the time remaining
I can see the file size uploaded and the time remaining
We leveraged users' existing mental models of file uploads (Jakob's law) to design a UI that tracks status (completed, failed) and provides real-time visibility of file size and time remaining.
We leveraged users' existing mental models of file uploads (Jakob's law) to design a UI that tracks status (completed, failed) and provides real-time visibility of file size and time remaining.
We leveraged users' existing mental models of file uploads (Jakob's law) to design a UI that tracks status (completed, failed) and provides real-time visibility of file size and time remaining.
We leveraged users' existing mental models of file uploads (Jakob's law) to design a UI that tracks status (completed, failed) and provides real-time visibility of file size and time remaining.
4/6 usability test participants revealed file-sharing hinders global collaboration, so we personalized this experience to enhance remote file-sharing
4/6 usability test participants revealed file-sharing hinders global collaboration, so we personalized this experience to enhance remote file-sharing
4/6 usability test participants revealed file-sharing hinders global collaboration, so we personalized this experience to enhance remote file-sharing
4/6 usability test participants revealed file-sharing hinders global collaboration, so we personalized this experience to enhance remote file-sharing
4/6 usability test participants revealed file-sharing hinders global collaboration, so we personalized this experience to enhance remote file-sharing
The file share toggle confusing. Do share options allow editing?
The file share toggle confusing. Do share options allow editing?
The file share toggle confusing. Do share options allow editing?
The file share toggle confusing. Do share options allow editing?
I know the share options and the access duration for collaborators
I know the share options and the access duration for collaborators
I know the share options and the access duration for collaborators
I know the share options and the access duration for collaborators
Bonus: I can also see other members who have access to the file!
Bonus: I can also see other members who have access to the file!
Bonus: I can also see other members who have access to the file!
Bonus: I can also see other members who have access to the file!
We personalized access permissions and visibility of other collaborators during file sharing to scale and reflect the contract and studio users.
We personalized access permissions and visibility of other collaborators during file sharing to scale and reflect the contract and studio users.
We personalized access permissions and visibility of other collaborators during file sharing to scale and reflect the contract and studio users.
We personalized access permissions and visibility of other collaborators during file sharing to scale and reflect the contract and studio users.
4/6 usability test participants reported vendors submitting incorrect file formats, so we proposed error-checking to prevent delay in approval times
4/6 usability test participants reported vendors submitting incorrect file formats, so we proposed error-checking to prevent delay in approval times
4/6 usability test participants reported vendors submitting incorrect file formats, so we proposed error-checking to prevent delay in approval times
4/6 usability test participants reported vendors submitting incorrect file formats, so we proposed error-checking to prevent delay in approval times
4/6 usability test participants reported vendors submitting incorrect file formats, so we proposed error-checking to prevent delay in approval times
Netflix manager: 10/50 files are .mp3; resubmit all as .mp4.
Netflix manager: 10/50 files are .mp3; resubmit all as .mp4.
Netflix manager: 10/50 files are .mp3; resubmit all as .mp4
Netflix manager: 10/50 files are .mp3; resubmit all as .mp4.
Contract vendor: I can review all the files before submitting to request
Contract vendor: I can review all the files before submitting to request
Contract vendor: I can review all the files before submitting to request
Contract vendor: I can review all the files before submitting to request
We proposed to verify file formats (once a file is submitted, the action cannot be undone) before "submitting to request", thereby preventing errors and resubmission of files. This would also increase the approval rate of requests from a week to 2-3 days (60%).
We proposed to verify file formats (once a file is submitted, the action cannot be undone) before "submitting to request", thereby preventing errors and resubmission of files. This would also increase the approval rate of requests from a week to 2-3 days (60%).
We proposed to verify file formats (once a file is submitted, the action cannot be undone) before "submitting to request", thereby preventing errors and resubmission of files. This would also increase the approval rate of requests from a week to 2-3 days (60%).
We proposed to verify file formats (once a file is submitted, the action cannot be undone) before "submitting to request", thereby preventing errors and resubmission of files. This would also increase the approval rate of requests from a week to 2-3 days (60%).
4/6 participants in usability testing saw novice users struggle with Workspaces, but progressive onboarding with relevant tips cut completion time by 75%
4/6 participants in usability testing saw novice users struggle with Workspaces, but progressive onboarding with relevant tips cut completion time by 75%
4/6 participants in usability testing saw novice users struggle with Workspaces, but progressive onboarding with relevant tips cut completion time by 75%
4/6 participants in usability testing saw novice users struggle with Workspaces, but progressive onboarding with relevant tips cut completion time by 75%
4/6 participants in usability testing saw novice users struggle with Workspaces, but progressive onboarding with relevant tips cut completion time by 75%
I need to submit a file for the request immediately but I do not know how
I need to submit a file for the request immediately but I do not know how
I need to submit a file for the request immediately but I do not know how
I need to submit a file for the request immediately but I do not know how
I can learn how to submit files for request by doing it real time
I can learn how to submit files for request by doing it real time
I can learn how to submit files for request by doing it real time
I can learn how to submit files for request by doing it real time
Novice users struggle with Workspace for the first few months, hindering learning. Initially, we proposed a product walkthrough highlighting specific actions, but usability testing showed it was insufficient and often skipped.
Novice users struggle with Workspace for the first few months, hindering learning. Initially, we proposed a product walkthrough highlighting specific actions, but usability testing showed it was insufficient and often skipped.
Novice users struggle with Workspace for the first few months, hindering learning. Initially, we proposed a product walkthrough highlighting specific actions, but usability testing showed it was insufficient and often skipped.
Novice users struggle with Workspace for the first few months, hindering learning. Initially, we proposed a product walkthrough highlighting specific actions, but usability testing showed it was insufficient and often skipped.
Step by step method of onboarding highlights specific UI features that user can begin using immediately.
Step by step method of onboarding highlights specific UI features that user can begin using immediately.
Step by step method of onboarding highlights specific UI features that user can begin using immediately.
Heuristic evaluation found that users tend to skip this as they want to get started with the work.
Heuristic evaluation found that users tend to skip this as they want to get started with the work.
Heuristic evaluation found that users tend to skip this as they want to get started with the work.
Users learn very little and are forced to conform to the onboarding tour.
Users learn very little and are forced to conform to the onboarding tour.
Users learn very little and are forced to conform to the onboarding tour.
We then shifted to progressive onboarding, offering relevant information during task execution. We added a "Getting Started" page with a to-do list and tutorial links was provided for users learn at their own pace.
We then shifted to progressive onboarding, offering relevant information during task execution. We added a "Getting Started" page with a to-do list and tutorial links was provided for users learn at their own pace.
We then shifted to progressive onboarding, offering relevant information during task execution. We added a "Getting Started" page with a to-do list and tutorial links was provided for users learn at their own pace.
We then shifted to progressive onboarding, offering relevant information during task execution. We added a "Getting Started" page with a to-do list and tutorial links was provided for users learn at their own pace.
new flow
new flow
new flow
new flow
new flow
We also proposed step-by-step guides for key actions like submitting files for request to help novices learn this unique flow quickly.
We also proposed step-by-step guides for key actions like submitting files for request to help novices learn this unique flow quickly.
We also proposed step-by-step guides for key actions like submitting files for request to help novices learn this unique flow quickly.
We also proposed step-by-step guides for key actions like submitting files for request to help novices learn this unique flow quickly.
Impact
Impact
Impact
Impact
Impact
87%
87%
87%
87%
upload time
upload time
upload time
upload time
Previously, uploading 100+ files often took over 2 hours for 65% of users, sometimes exceeding 5 hours. We anticipate that introducing a progress bar and error checks can reduce average upload times by 87%, as 90% of users can complete uploads within 30 minutes.
Previously, uploading 100+ files often took over 2 hours for 65% of users, sometimes exceeding 5 hours. We anticipate that introducing a progress bar and error checks can reduce average upload times by 87%, as 90% of users can complete uploads within 30 minutes.
Previously, uploading 100+ files often took over 2 hours for 65% of users, sometimes exceeding 5 hours. We anticipate that introducing a progress bar and error checks can reduce average upload times by 87%, as 90% of users can complete uploads within 30 minutes.
Previously, uploading 100+ files often took over 2 hours for 65% of users, sometimes exceeding 5 hours. We anticipate that introducing a progress bar and error checks can reduce average upload times by 87%, as 90% of users can complete uploads within 30 minutes.
Previously, uploading 100+ files often took over 2 hours for 65% of users, sometimes exceeding 5 hours. We anticipate that introducing a progress bar and error checks can reduce average upload times by 87%, as 90% of users can complete uploads within 30 minutes.
50%
50%
50%
50%
task completion time
task completion time
task completion time
task completion time
The average time in Workspaces would decrease from 1-2 hours to 30 minutes to 1 hour, because of the onboarding tooltips, intuitive actions, and customized access, allowing users to focus more on their tasks.
The average time in Workspaces would decrease from 1-2 hours to 30 minutes to 1 hour, because of the onboarding tooltips, intuitive actions, and customized access, allowing users to focus more on their tasks.
The average time in Workspaces would decrease from 1-2 hours to 30 minutes to 1 hour, because of the onboarding tooltips, intuitive actions, and customized access, allowing users to focus more on their tasks.
The average time in Workspaces would decrease from 1-2 hours to 30 minutes to 1 hour, because of the onboarding tooltips, intuitive actions, and customized access, allowing users to focus more on their tasks.
Reflection
Reflection
Reflection
Reflection
Reflection
Uncovering the role of UX
in enterprise applications
Uncovering the role of UX in enterprise applications
Uncovering the role of UX
in enterprise applications
Uncovering the role of UX
in enterprise applications
Uncovering the role of UX
in enterprise applications
This project broadened my perspective to appreciate the intricate processes involved in post-production and, by extension, the complexities within the enterprise application domain.
This project broadened my perspective to appreciate the intricate processes involved in post-production and, by extension, the complexities within the enterprise application domain.
This project broadened my perspective to appreciate the intricate processes involved in post-production and, by extension, the complexities within the enterprise application domain.
This project broadened my perspective to appreciate the intricate processes involved in post-production and, by extension, the complexities within the enterprise application domain.
If I had more time
If I had more time
If I had more time
If I had more time
If I had more time
I would have conducted usability testing with novice users, as Workspaces is often one of the first platforms they learn when starting with Content Hub, to evaluate the effectiveness of onboarding tasks.
I would have conducted usability testing with novice users, as Workspaces is often one of the first platforms they learn when starting with Content Hub, to evaluate the effectiveness of onboarding tasks.
I would have conducted usability testing with novice users, as Workspaces is often one of the first platforms they learn when starting with Content Hub, to evaluate the effectiveness of onboarding tasks.
I would have conducted usability testing with novice users, as Workspaces is often one of the first platforms they learn when starting with Content Hub, to evaluate the effectiveness of onboarding tasks.
