UX Case Study
JioSaavn:
Usability Testing & UX Insights
Conducted usability testing to evaluate JioSaavn’s interface and user flows. The project highlighted friction points and suggested design improvements to enhance user satisfaction and engagement.
Project Overview:
This project focused on evaluating the usability of [Product / System Name] to understand how real users interact with the interface, identify friction points, and uncover opportunities for improving task clarity and efficiency.
The study was conducted as a team-based usability testing exercise, where each member contributed to different stages of the research process.
My Role & Contribution:
What I was responsible for:
Conducting usability testing sessions as the interviewer
Moderating users while they performed assigned tasks
Observing user behavior, hesitation, errors, and verbal reactions
Taking detailed observation notes during live testing
Identifying usability issues and behavioral patterns
Synthesizing observations into insights and recommendations
Designed the participant consent form
Framed usability testing questionnaire
Ensured ethical clarity and user comfort before testing
While the project was collaborative, my primary contribution focused on direct user interaction and observational research.
My Testing Process (Interviewee Perspective):
1. Moderating the Session
Explained the purpose of the test and set users at ease
Clarified that the product was being tested, not the user
Gave neutral task instructions without guiding users
2. Observing User Behavior
During each session, I closely observed:
Where users hesitated or paused
Misclicks or repeated actions
Verbal cues like confusion, frustration, or assumptions
Non-verbal reactions (silence, backtracking, uncertainty)
I avoided interrupting users unless clarification was required.
Key Observations & Insights:
Observation → Insight format
Observation: Users hesitated before clicking the primary CTA
Insight: The CTA label did not clearly communicate the expected actionObservation: Users searched for information in the wrong section
Insight: The information architecture did not match user mental modelsObservation: Some users relied on trial-and-error
Insight: Lack of system feedback increased uncertainty
Problem Statement:
Users faced difficulties completing key tasks on the platform, leading to confusion, hesitation, and errors during navigation. The goal of this usability testing study was to identify where users struggled, understand why these issues occurred, and propose improvements to enhance overall usability.
Recommendations:
Based on observations, the following improvements were suggested: Improve CTA clarity through clearer labels and visual emphasis Reorganize navigation to align with user expectations Add feedback indicators for completed actions Simplify on-screen information to reduce overload
Learnings & Reflection
Moderating sessions helped me understand how users think aloud, not just what they do
Observational research revealed issues users didn’t verbally mention
This project strengthened my ability to remain neutral while testing and analyze behavior objectively
