Sony Music’s web player, validated before launch
A launch decision grounded in listener behaviour.
Moderated usability testing · Media product · Experience strategy and UX research
% task success
SUS score out of 100
The CX challenge
Sony Music was preparing to launch a web player within its ecosystem. The experience needed to feel premium while helping fans discover music without losing their place. Before launch, the team needed evidence that people could navigate the catalogue and use the player with confidence.
Research turned into design decisions
- Observe real listening tasks. Moderated sessions in Sony’s usability lab tested how easily people could find music and how they experienced the interface.
- Focus on continuity. Iterations addressed getting lost in a deep catalogue, interrupted playback and finding a recently played track.
- Keep attention on the music. A deliberately minimal interface supported discovery while keeping controls and navigation clear.
- Measure the experience. SUS scoring and participant feedback gave the team a shared basis for evaluating usability.
What the evidence showed
Testing recorded 89% task success and a SUS score of 78/100. The research gave the team a measured usability baseline, surfaced points of friction in the listening journey and supported launch decisions with observed behaviour rather than opinion.
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