Posts tagged “qwikster”

Netflix never even thought to ask about *that*!

Reed Hastings Knows He Messed Up is a Q&A with the Netflix CEO. The piece is largely snarky pseudo-hardball questions that Hastings dodges by asking us to take the long view, but this nugget about the Qwikster debacle was provocative:

Q: I’m curious if you could have done any kind of research that could have anticipated this?
A: Our focus-group work concentrated on trying to understand consumers’ perspectives on names other than Netflix.

I’m stunned by this and all it implies.

  • Netflix doesn’t think of using research to understand the impact of a concept that would change its user experience?
  • Netflix relies on focus groups as their strategic insight methodology?
  • Netflix didn’t already have knowledge of user work flows, brand affinity, or anything else from their previous work that could have guided them?
  • Netflix tested the Qwikster name and still went with it?

This is baffling, so baffling that it must not be true. There’s plenty of thought-leader UX types in house at Netflix, this is not a company that doesn’t think about design, experience, or the customer. Now where Hastings sits in that process is another question. Not to mention this quote is condensed from a longer interview and there may be some crucial content lost. But still. Stunned.


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