Find and Prioritize User-Experience Improvements for a Video Streaming Service

You are the product manager for an over-the-top (OTT) streaming service, a subscription video platform of the kind Netflix and Hotstar operate. The goal is for the service to rank higher than it does today on user experience. Explain how you would work out which product improvements the service actually needs, and then the reasoning you would use to decide which features to build first so that its user-experience standing improves. ```hint Walk the viewing session Follow a viewer from opening the app to finishing a title and coming back the next day. Where can the experience break, what data would show it breaking, and which of those problems can the product team actually fix? ``` ### Clarifying Questions - What does ranking higher on user experience mean here: app store ratings, a satisfaction survey score such as NPS, or standing against rival services in reviews and comparisons? - Is the service ad-supported, subscription-only or freemium with both tiers, and whose experience matters most right now? - Which devices and network conditions dominate viewing, for example phones on patchy mobile data or smart TVs on home broadband? - Does a business goal sit behind the experience goal, such as reducing subscriber churn or converting free viewers to paid? ### What a Strong Answer Covers - A measurable definition of the experience target and how it connects to a business outcome such as retention. - A discovery process that combines journey-level behavior and playback-quality data with viewer feedback and competitor benchmarks, broken down by tier, device and network. - A way to size each problem by reach and severity and to separate product-fixable issues from catalog and pricing issues. - An explicit prioritization method applied to concrete streaming features, with sequencing and trade-offs stated. - Success metrics, guardrails and a validation plan that show whether the shipped changes improved the experience. ### Follow-up Questions - The most common complaint is that the catalog lacks the titles viewers want, and licensing belongs to the content team. What, if anything, does product do about it? - Higher default video quality looks better but uses more mobile data and raises delivery costs. How would you choose the default? - Your top-ranked fix clearly improves playback metrics, but the app store rating does not move. How do you interpret that?