Duration: 1 week

Platform: YouTube Web app

Tools: Google Meet (moderated sessions), Dovetail (thematic analysis), Figma (task flow planning), Microsoft Office (reporting and presentation)

Role: UX Researcher

Project Overview

In a graduate course on Human-Centered Design, our team of three conducted a moderated usability test of the YouTube web application. We evaluated how users interacted with features such as search, playlists, subscriptions, and navigation. Our aim was to find usability issues and suggest improvements based on Nielsen’s five principles and user satisfaction metrics.

Research Objectives

Assessing User Interaction - Measure how easily users can search for, watch, and interact within YouTube’s website on their primary device.

Evaluate Memorability Learnability of Features - Observe how quickly users are able to recall or learn new or less frequently used features.

Assess Errors - Track system or user errors during navigation and formulate improvements to those errors using user feedback.

Evaluate Efficiency - Focus on how quickly and smoothly users are able to complete tasks on YouTube’s website, while identifying any friction in the user’s journey.

Gather Qualitative feedback - Gather qualitative feedback to capture users’ thought processes, reactions, and occasional emotional responses throughout tasks—providing context for usability issues

Methodology

Four participants screened from a pool of sixteen survey respondents. The study accommodated all users of the web app being a mix of both Casual YouTube viewer (Entertainment focused, Multitasker) and Advanced YouTube users (Students, Professional Learners, Educators, Multitaskers, Content Creators, or those who use YouTube for daily entertainment). All accessed YouTube via desktop/laptop web browsers. Sessions were remote and lasted 30–45 minutes

Tasks and Metrics

Quantitative Highlights

High Engagement: 69% use YouTube daily

Primary Platform: 75% access via PC/laptop browsers
Device Diversity: Over half use multiple devices (smart TVs, consoles)
Usage Behavior: 100% for entertainment, 56% for learning, 37% for background listening
Playlist Management: 44% manage playlists & subscribe, 31% subscribe without saving, 25% neither save nor subscribe

How these informed the study?

Refined participant selection and task design for content engagement and playlist usability, guided by usage levels. Emphasized cross-platform functionality across Shorts, search, and playlists.

Recommendations

To enhance the user experience, it is recommended to redesign the playlist icons and labeling for greater clarity and ease of navigation. Additionally, providing visual or onboarding support for Shorts can help users better understand and engage with this feature. Incorporating visible confirmation messages for deletions will improve user confidence and prevent accidental data loss. Lastly, ensuring consistent design and functionality across both desktop and mobile platforms will create a more seamless and reliable user experience.

Takeaway

Usability testing uncovered unexpected UX gaps, even within a globally familiar platform, highlighting the importance of continuous evaluation. The findings showed that small changes—such as clearer labels or more immediate feedback—can significantly enhance overall usability. Moreover, maintaining consistency across platforms is essential for building user trust and ensuring a memorable, reliable experience.