{"id":32411,"date":"2022-03-31T15:57:42","date_gmt":"2022-03-31T14:57:42","guid":{"rendered":"https:\/\/www.elixirr.com\/?p=32411"},"modified":"2025-10-30T14:42:41","modified_gmt":"2025-10-30T14:42:41","slug":"entertainment-ux-the-good-the-bad-and-the-ugly","status":"publish","type":"post","link":"https:\/\/www.elixirr.com\/en-us\/entertainment-ux-the-good-the-bad-and-the-ugly\/","title":{"rendered":"Entertainment UX: the good, the bad and the ugly"},"content":{"rendered":"\n<p>It\u2019s part two of our monthly UX series where we uncover what exactly makes, or breaks, a great UX. Keeping current trends in mind, each month we\u2019re looking back and exploring the good, the bad and the ugly in the market right now.\u00a0And we\u2019re pooling our expertise from across the UK, US and South Africa to do so. We kicked things off with health and wellness in\u00a0<a href=\"https:\/\/www.elixirr.com\/en-us\/2022\/02\/18\/health-and-wellness-ux-the-good-the-bad-and-the-ugly\/\" target=\"_blank\" rel=\"noreferrer noopener\">part one<\/a>, and with award season now well and truly underway, the entertainment market felt like the natural space to explore next.<\/p>\n\n\n\n<p>But, before we jump in, let\u2019s first recap: what does the good, the bad and the ugly really mean?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>The good:<\/strong>\u00a0I\u2019d tell my friends all about it and really advocate for it<\/li>\n\n\n\n<li><strong>The bad:<\/strong>\u00a0It\u2019s just OK, but has the potential to be so much better<\/li>\n\n\n\n<li><strong>The ugly:<\/strong>\u00a0It works, but the experience is poor and it\u2019s a turn-off to continue engaging or revisit<\/li>\n<\/ul>\n\n\n\n<p>Of course, we need to bring some objectivity to our assessments, so what criteria are we judging these by?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ease of use<\/li>\n\n\n\n<li>Data insights\/ analysis<\/li>\n\n\n\n<li>Community\/ social engagement<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-good-spotify\">The good \u2013 Spotify<\/h2>\n\n\n\n<p>Ignoring the political maelstrom it somehow finds itself in and forgiving the obvious choice,&nbsp;<a href=\"https:\/\/www.spotify.com\/uk\/\" target=\"_blank\" rel=\"noreferrer noopener\">Spotify<\/a>&nbsp;has done so much right from a UX perspective. Its <a href=\"https:\/\/www.theverge.com\/2022\/1\/20\/22892939\/music-streaming-services-market-share-q2-2021-spotify-apple-amazon-tencent-youtube\" target=\"_blank\" rel=\"noreferrer noopener\">31 percent <\/a>market share, which dwarfs its next nearest competitor, Apple Music (it\u2019s double the size) proves it\u2019s doing something right.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Ease of use:<\/strong> Opening the app on any device brings you back right where you left off. Your previous listen is paused and waiting, and recent albums and playlists are front and center. Meaning? A smooth return to audio harmony without an exhaustive search; you can exit your car, enter your home, switch systems, and the only interruption will be the time it takes for Bluetooth to adjust. What a way to keep the party going!<\/li>\n\n\n\n<li><strong>Data insights \/ analysis:<\/strong> Spotify\u2019s algorithm has found a way to process the variety of music you\u2019ve been listening to, to not only suggest new albums or artists you may be interested in, but to curate multiple personalized playlists on a daily basis. Each of these \u2018daily mixes\u2019 has a different feel, so you can both experience the comfort of what you know and discover new songs with one click. In addition to the daily algorithmic personalization, each year Spotify provides every user its own \u2018year in review\u2019, which not only recaps your listening habits, but gamifies them in a visually beautiful way. Building this capability probably cost Spotify a decent amount, but the free advertising it gets each year when users post their stats directly to Instagram must be worth it.<\/li>\n\n\n\n<li><strong>Community \/ social engagement: <\/strong>While not the focal point of the platform, the ability to follow friends, celebrities, and everything in between is a great way to share and discover music from people you care about. In the UK at least, Spotify\u2019s partnerships with ticketing platforms mean that users are alerted to gigs based on listening habits \u2013 a great example of how it uses its data to strengthen and grow communities and create stickiness for artists. Additionally, the ability to start a \u2018remote group session\u2019 allows you to listen in-sync with friends at the same time. As a lesser known feature, it\u2019s novel and something you can imagine Gen-Z will jump on.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">The bad \u2013 Netflix<\/h2>\n\n\n\n<p>Holding&nbsp;<a href=\"https:\/\/www.netflix.com\/gb\/\" target=\"_blank\" rel=\"noreferrer noopener\">Netflix<\/a>&nbsp;up as an example of \u2018the bad\u2019 may not be intuitive, as the streaming giant gets so much so right. With a few tweaks, however, it could rank with the Spotify\u2019s of the world and&nbsp;<em>truly&nbsp;<\/em>predict what you\u2019re looking for before you even know yourself. And, as Netflix is no longer meeting its subscriber projections (it had&nbsp;<a href=\"https:\/\/www.nytimes.com\/2022\/01\/20\/business\/netflix-quarterly-earnings.html\" target=\"_blank\" rel=\"noreferrer noopener\">8.3M<\/a>&nbsp;new subscribers compared to the predicted 8.5M in Q4 2021) and has forecast a more modest outlook for Q1 2022, these improvements are clearly needed. The strong competition from players like Hulu, Amazon Prime, Disney+ etc means that it has never been easier for consumers to switch.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Ease of use: <\/strong>At first glance, Netflix is extremely easy to use. Try to search for a film or TV show, however, and you may not get what you\u2019re looking for. If Netflix doesn\u2019t host a title on its platform, it still leads you to believe it\u2019s available\u2026 It\u2019s only upon closer inspection that you see \u2018related titles\u2019 in the search results, leading to letdown for the user. Additionally, the home screen layout is slightly different each time you log in, forcing the user to hunt for what they last watched, causing frustration.\u00a0<\/li>\n\n\n\n<li><strong>Data insights \/ analysis:<\/strong> While not particularly \u2018data\u2019 heavy, the timer Netflix has set for itself seems to contradict the binging model the service normalised during its rise in popularity. The service allows you to watch three episodes or 90 minutes, whichever is greater, before asking whether you\u2019re still watching. So, which is it, Netflix? Are we watching this season in one go or not?\u00a0<\/li>\n\n\n\n<li><strong>Community \/ social engagement:<\/strong> In this category Netflix really lets itself down. In today\u2019s market, everything from music services, like Spotify, to reading services, like Audible, is programmed to inspire choices by allowing a user to see what friends, family and influencers are enjoying. But Netflix instead continues to push content loosely related to a user\u2019s prior viewing, while relying heavily on Genpop trends to inform its recommendations. Meaning? Netflix\u2019s own films are also often #1 trending, highlighting an agenda entirely at odds with the notion of a personalized experience\u2026<\/li>\n<\/ul>\n\n\n\n<p>How to Improve:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Be consistent \u2013\u00a0<\/strong>Make the Netflix homepage a \u2018safe space\u2019 for users, meaning keep it the same each time they log in. Have the\u00a0<em>keep watching<\/em>\u00a0space easily accessible, and put more effort into an intelligent algorithm. This is a feature central to the hours-long viewing model previously discussed. So, make it seamless.<\/li>\n\n\n\n<li><strong>Enable customization<\/strong>\u00a0\u2013 Some people want a sleep timer, some people don\u2019t. Let users turn off the reminders if they want an uninterrupted Sunday session. And make more of the \u201cmy list\u201d feature, it is so buried in the app it drives down engagement.<\/li>\n\n\n\n<li><strong>Make it social<\/strong>\u00a0\u2013 Develop or work with a startup to enable custom crowdsourced recommendations, so users can discover things genuinely suited to their tastes more easily. Look to platforms like\u00a0<a href=\"https:\/\/letterboxd.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Letterboxd<\/a> for inspiration.\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">The ugly \u2013 F1 Fantasy app<\/h2>\n\n\n\n<p>Most likely due to the impeccable timing of F1 and Netflix dropping a docuseries at the beginning of the COVID-19 pandemic, international interest in Formula One has surged. As such, a&nbsp;<a href=\"https:\/\/fantasy.formula1.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">fantasy sports app<\/a>&nbsp;<em>had&nbsp;<\/em>to be developed to coincide with the excitement. Unfortunately, however, the investment F1 puts into its real-life events has not translated into its own-brand fantasy platform. Given the significant investment in to F1, it is surprising that the digitization element has lagged so far behind in what is an extraordinarily technically advanced sport.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Ease of use: <\/strong>Quite simply, ease of use is limited. The user interface is extremely clunky and unintuitive. Finding the team you\u2019re trying to join is nearly impossible, requiring a 10-digit, non-customisable alphanumeric code. Most importantly, team changes do not automatically save; the website (there is in fact no dedicated app) defaults to assuming that a team editing session was just for fun,\u00a0<em>not<\/em>\u00a0to actually win, often leaving players disappointed on race day.<\/li>\n\n\n\n<li><strong>Data insights \/ analysis: <\/strong>Part of the game involves tracking the prices of different drivers and constructors, which change over time. However, despite the fact that strategically making trades is of critical importance to your fantasy success, there is not a clear indication regarding what drives the price changes, leaving fantasy participants to frantically refresh in hopes they don\u2019t miss out. Not only that, but it often takes a couple of days to see final scoring from the race.<\/li>\n\n\n\n<li><strong>Community \/ social engagement:<\/strong> By nature, fantasy sports are a social activity. That said, while many other fantasy sport platforms have found ways to ease engagement among rivals, F1 continues to lag behind. Tracking competitor lineups is not intuitive, and there is no automatic \u2018recap\u2019 sent by the platform to force-rank you against your friends and drive engagement in future race weeks.<\/li>\n<\/ul>\n\n\n\n<p>How to improve:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Credible platform<\/strong>\u00a0\u2013 Despite being powered by Playon, there is a clear need to look elsewhere for inspiration. F1 should leverage or take insight from platforms that are already doing fantasy sports\u00a0<em>well<\/em>, (ESPN, Yahoo, the Premier League etc.). Making ease-of-use a priority will limit user frustration and capitalize on the spike in interest in the sport, increasing adoption.<\/li>\n\n\n\n<li><strong>Data transparency<\/strong>\u00a0\u2013 In a game where every dollar matters, make it easy for players to understand what drives ups and downs, how drivers and teams are valued, and how dynamic pricing is calculated week to week.<\/li>\n\n\n\n<li><strong>Make it social<\/strong>\u00a0\u2013 The very nature of fantasy sports means that users are playing against one another, often in leagues of friends or colleagues. Drive engagement (and competition) by calculating relative performance and allowing users to smack-talk one another with ease.<\/li>\n<\/ul>\n\n\n\n<p>By definition, entertainment is supposed to be fun. So, if the resounding&nbsp;&nbsp;experience is one of frustration, consumers will simply find somewhere else to go or try something entirely new \u2013 the barrier to switching is minimal. Entertainment brands, even the big players, are losing out if this seemingly obvious purpose isn\u2019t front of mind when it comes to UX and UI. A big part of the experience is also the social aspect, and this thread (or lack of) is something that seems consistent across the good, bad and ugly.&nbsp;&nbsp;Building products and services that enable a community, particularly in a digital, post-lockdown world, is so important for engagement and UX must reflect this.&nbsp;<\/p>\n\n\n\n<p>Up next in this series we will take a look at the wealth management market. But for now,\u00a0<a href=\"https:\/\/www.elixirr.com\/en-us\/contact\/\" target=\"_blank\" rel=\"noreferrer noopener\">connect with our team<\/a>\u00a0if you want to supercharge your user\u2019s experience.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s part two of our monthly UX series where we uncover what exactly makes, or breaks, a great UX. Keeping current trends in mind, each month we\u2019re looking back and&hellip;<\/p>\n","protected":false},"author":1,"featured_media":32418,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[116],"tags":[140,165],"related_service":[54,358,47],"related_industry":[74],"class_list":["post-32411","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-customer-experience","tag-media"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.1 (Yoast SEO v27.1.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Entertainment UX: the good, the bad and the ugly - Elixirr - USA<\/title>\n<meta name=\"description\" content=\"Keeping current trends in mind, each month we\u2019re looking back and exploring the good, the bad and the ugly in the market right now.\u00a0\" \/>\n<meta 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https:\/\/www.elixirr.com\/en-us\/wp-content\/uploads\/sites\/2\/2022\/03\/website@2x-5-1640x984.png 1640w\" sizes=\"(max-width: 2400px) 100vw, 2400px\" \/>            <div class=\"wp-component-card__preview-icon\">\n                <span class='edwp-svg '><svg width=\"47\" height=\"47\" viewBox=\"0 0 47 47\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g>\n<path d=\"M23.4141 0.539062C36.1232 0.539183 46.4258 10.8416 46.4258 23.5508C46.4257 36.2599 36.1231 46.5624 23.4141 46.5625C10.7049 46.5625 0.402465 36.2599 0.402344 23.5508C0.402344 10.8415 10.7048 0.539062 23.4141 0.539062ZM23.4141 1.68945C11.3606 1.68945 1.55273 11.4974 1.55273 23.5508C1.55286 35.6041 11.3607 45.4111 23.4141 45.4111C35.4673 45.411 45.2743 35.604 45.2744 23.5508C45.2744 11.4974 35.4674 1.68957 23.4141 1.68945Z\" fill=\"currentColor\"\/>\n<path d=\"M19.2841 33.6992C18.9579 33.6986 18.6374 33.6111 18.3543 33.4454C17.7167 33.0759 17.3203 32.3585 17.3203 31.5797V15.8189C17.3203 15.0379 17.7167 14.3227 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class=\"wp-component-card__description\">\n                    It\u2019s part two of our monthly UX series where we uncover what exactly makes, or breaks, a great UX. Keeping current trends in mind, each month we\u2019re looking back and&hellip;                <\/div>\n                                                    <div class=\"wp-component-card__meta\">\n                                            <p class=\"wp-component-card__date\">\n                            31 March 2022                        <\/p>\n                                                                <div class=\"wp-component-card__terms\">\n                                                                                                                                                                                                                <div class=\"wp-component-tags edwp-component\">\n                        <div class=\"wp-component-tags__tag\">\n                Media &amp; Entertainment            <\/div>\n                                <div class=\"wp-component-tags__tag\">\n                Customer Experience            <\/div>\n                                <div class=\"wp-component-tags__tag\">\n                Customer Understanding            <\/div>\n                                <div class=\"wp-component-tags__tag\">\n                Digital Strategy            <\/div>\n                <\/div>\n                        <\/div>\n                                    <\/div>\n                                                    <div class=\"wp-component-card__button-wrapper\">\n                    <button class=\"btn btn--link arrow wp-component-card__button\">\n                                                                            Read more                                                                            <span class='edwp-svg '><svg width=\"20\" height=\"20\" viewBox=\"0 0 20 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Lg\">\n<path id=\"Vector\" d=\"M1.12509 9.50162H15.8648L9.43259 3.06941C9.374 3.0113 9.3275 2.94216 9.29576 2.86599C9.26403 2.78981 9.24769 2.70811 9.24769 2.62559C9.24769 2.54307 9.26403 2.46137 9.29576 2.38519C9.3275 2.30902 9.374 2.23988 9.43259 2.18177C9.54971 2.06535 9.70814 2 9.87328 2C10.0384 2 10.1969 2.06535 10.314 2.18177L17.8151 9.6829C17.8737 9.74101 17.9202 9.81014 17.9519 9.88632C17.9837 9.96249 18 10.0442 18 10.1267C18 10.2092 17.9837 10.2909 17.9519 10.3671C17.9202 10.4433 17.8737 10.5124 17.8151 10.5705L10.314 18.0717C10.1975 18.1871 10.0404 18.2522 9.87641 18.2529C9.79414 18.2534 9.71259 18.2376 9.63643 18.2065C9.56027 18.1754 9.491 18.1296 9.43259 18.0717C9.374 18.0135 9.3275 17.9444 9.29576 17.8682C9.26403 17.7921 9.24769 17.7104 9.24769 17.6278C9.24769 17.5453 9.26403 17.4636 9.29576 17.3874C9.3275 17.3113 9.374 17.2421 9.43259 17.184L15.8711 10.7518H1.12509C0.959309 10.7518 0.800312 10.686 0.683084 10.5687C0.565857 10.4515 0.5 10.2925 0.5 10.1267C0.5 9.96093 0.565857 9.80193 0.683084 9.68471C0.800312 9.56748 0.959309 9.50162 1.12509 9.50162Z\" fill=\"#1D0F25\"\/>\n<\/g>\n<\/svg>\n<\/span>                                            <\/button>\n                <\/div>\n                                            <\/div>\n<\/article>\n","_links":{"self":[{"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/posts\/32411","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/comments?post=32411"}],"version-history":[{"count":1,"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/posts\/32411\/revisions"}],"predecessor-version":[{"id":58138,"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/posts\/32411\/revisions\/58138"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/media\/32418"}],"wp:attachment":[{"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/media?parent=32411"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/categories?post=32411"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/tags?post=32411"},{"taxonomy":"related_service","embeddable":true,"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/related_service?post=32411"},{"taxonomy":"related_industry","embeddable":true,"href":"https:\/\/www.elixirr.com\/en-us\/wp-json\/wp\/v2\/related_industry?post=32411"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}