Lead UX Designer & Researcher (solo)
Process (Not Linear)
As often the case at Rhapsody, when the business had an idea for a completely new feature (rather than iterating existing ones) for the main music streaming app, I was handed the keys and told to drive fast and far. After hearing of the general idea, I conducted 2 in-app surveys using Apptentive, asking if the customers had one or more kids and whether they’d be interested in a kids-only feature. They were! I also conducted a broad survey of non-customers using SurveyMonkey.com, digging more into the details of what people were interested in regarding a “kids mode” – including whether it should be a mode in the existing app or something else entirely.
Based on the data I met with some colleagues and lead a whiteboarding ideation session (alas, the whiteboard was not captured in a photo) because I think 2 or 3 heads are better than 1 when trying to quickly brainstorm ideas. From there I launched into wireframing and rapid prototyping using the Mac app, Hype, because it could trigger media. I used those prototypes, some images captured and displayed above, as the basis for 2, small user research studies. For the first time in my career, I sat down with kids (and a parent), gave them a prototype to use and asked them questions. It was challenging, but a lot of fun! I even received a fantastic note at the end from one participant that decided he wanted to be a designer, too. After making changes suggested by the kids and parents, I worked with the Lead Visual Designer to ensure his art adhered to the vision and UX I’d designed.
As that work progressed, I met several times with the broader product, marketing and customer service teams to demonstrate the prototypes, discuss the research and provide insight and input into the go-to-market strategy, which included meeting with PR, creating a FAQ with customer service, consulting on creative input for the media presentation, and more.
KIDS shipped with fanfare by Rhapsody – we even created a short YouTube commercial starring the children’s music star, Caspar Babypants! I was also happy to have provided the “…be the DJ” slogan as part of it. The feature garnered a good deal of press when released, from CNET, to Forbes, TechCrunch who called it a “smart move”, and more.
–> See the YouTube Commercial
Increased customer satisfaction and retention. Garnered headlines in a crowded space dominated by big players.