89% task success and a SUS score of 78/100 in user testing.
A launch based on intuition → a decision based on evidence: 89% task success, SUS score of 78/100.*
*Sony Music · Media · Experience strategy and user research
User testing results
% task success
SUS score out of 100
Context
Sony Music was preparing to launch a web player within its ecosystem.
A music fan judges a player within seconds. Discovery had to feel natural and the experience had to feel premium. Above all, the team needed evidence, not opinions, before launching. The problem to solve: reduce the risk of a launch by replacing intuition with observed, measured behaviour.
UX / CX Approach
- Listen to fans in real situations. A moderated testing protocol was set up in Sony’s usability lab, focused on two questions: can people easily find what they are looking for, and how do they feel about the interface?
- Address the frictions that break listening. Design and iterations targeted three pain points: getting lost in a deep catalogue, having playback interrupted, and not being able to find what you just listened to. The goal: explore without ever losing the thread of the music.
- Aim for simplicity. A deliberately minimalist interface, so that attention stays on the music and on discovery.
- Measure, don’t assume. Usability was measured with the System Usability Scale (SUS), and every piece of participant feedback was turned into a concrete iteration.
Impact
- 89% task success.
- SUS score of 78/100.
- A minimalist interface that enables efficient and enjoyable use.
- Launch decisions based on measured behaviour, not on opinions.