In-depth usability study to understand the users’ mobile social behaviour, needs and challenges while using a video ringtone app
Client VYNG
Question
What is the mobile social behaviour of young Indian users?
Outcome
- Identified different user personas
- Helped the client understand the mobile social behaviour of users
- Identified functional features in the product
- Outlined the challenges in app usage
Vyng, a Los-Angeles-based company, created an app that allows users to customize their ringtones – Users can set different videos as ringtones for different callers. To do this, users can either choose from existing videos on the app, upload their own videos, or record a video specially for this purpose.
According to Paul Kats, CEO of Vyng, “Vyng brings a powerful video content experience to what was previously an audio-only caller ID, creating a new distribution channel for short-form content owners and a more fun way to make and get phone calls. Being an android-dominated user base, India has become the largest market for us. People here love custom ringtones and caller tunes, which give us an edge to roll out our social features. We expect to continue to see more people in India discover Vyng.”
Vyng approached Hureo to understand the mobile social behaviour of Indian users and the usage of Vyng on their mobile phones. To bring improvements in the product, Vyng wanted to better understand users’ mobile social behaviour and the challenges faced during product usage.
Our Approach: PopUp Labs
After understanding the product and the client’s objectives, we conducted the study with existing and potential users from Tier 1, 2 and 3 cities in India – Delhi, Pune and nearby areas in Delhi and Pune to evaluate the overall experience of using Vyng.
The first round of the study was conducted in Delhi. Here, existing Vyng users (from the city and nearby areas such as Haryana) came to our lab for the usability study, which was conducted in the local language (Hindi). These one-on-one, in-depth usability interviews helped us understand the onboarding experience of the app, its usage, and the challenges encountered while using the app. Also, we tested some new concepts Vyng planned to introduce in the next version of the app.
After the Delhi study was completed, we worked along with the Vyng team on an affinity map, where the data were analyzed and mapped. This enabled us to adapt our study plan and narrow our focus for Pune, in order to delve into certain aspects of the product.
A researcher is speaking with a male participant in a mall in Pune. Source: Hureo archives copyright reserved
The second round of the study was conducted with potential users in Pune and surrounding regions. We created a pop-up lab in a mall and recruited mall visitors in order to test the app and understand the challenges faced during its usage. Again, we tested the concepts Vyng planned to introduce in the next version of the app to understand users’ views of the new concepts.
A researcher is speaking with a female participant beside a lake in Pune. Source: Hureo archives copyright reserved
On the outskirts of the city, we set up a mobile usability lab beside a lake and recruited local tourists visiting the lake. Participants were introduced to the app, along with some new concepts, while we understood the challenges they encountered while using the app. The studies were conducted in both English and the users’ local language (Marathi).
The Hureo team is conducting a mobile lab study. Source: Hureo archives copyright reserved
The mobile and pop-up labs enabled us to go to the users and conduct the study in their context. The Vyng team participated in the study by observing the sessions live and interacting with the participants.
The Outcome
User Personas: The research identified personas so that our client could understand the different types of users(current and potential) in India, their needs and challenges.
User Insights: Our in-depth interactions with existing and potential users helped us provide detailed user insights on users’ current mobile social behavior.
Product-centric feedback: We helped the client understand users’ onboarding experience of the product, the usage of the app in the context of potential and existing users, and the challenges encountered by users.
Impact: Our work enabled the client to align and redefine the product strategy.
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