Epidemic Sound_ increasing comprehension

 

Background

Epidemic Sound sends out copyright claims to content found online that are not licensed to use our tracks. This includes channels on platforms such as YouTube and TikTok.

To avoid those claims, users need to tell us where they post their content online.

This process is a paid feature formerly called Whitelisting.

 

Challenge

The music industry and licensing laws are old, and the language around it is wordy and confusing.

To the average user, music licensing explanations can sound like pure jibber jabber.

If users are unsure how to protect themselves from copyright claims, they lose trust in the product and would move on to other music options.

It’s also a paid feature, so uninformed users also mean that the company is missing out on potential revenue.

Approach

Untangling legacy features can be tricky. The whitelist feature had several evolutions over the years.

After much digging I narrowed down the problems to three main areas. We needed to:

  • Improve information architecture

    • because content is unorganized and unstructured

  • Rename and align labels

    • research showed that the labels whitelist and clear channels have been unclear and confusing

  • Add an information bar

    • to educate users on (1) the feature name and (2) benefits of the feature

Prototype

One of the biggest changes was renaming the label whitelist to safelist after considering a few other label options. I also wanted to take this opportunity to move away from non-inclusive language.

As safelist is also a newly coined word, I also worked with the Localisation team to help with translations.

Results

  • More users with multiple safelisted channels

  • Slightly more users upgrading to a higher tier

  • Reduced numbers in 48hr cancellation

  • Users using the term correctly in conversations with Customer Support

Next steps

Before the full launch, the flow will be updated with copy changes based on feedback from the prototype tests. This also includes updating other touchpoints in and outside of the product - including Legal, Marketing, CRM and Localisation.

Team - Prod Manager M. Andersson, I. Milovanovic | Prod Designer F. Nilsson | Service Design R. Strand | UX Researcher W. Mead | Tech Lead G. Stiemens | Data Scientist J. Kim | Localisation Manager C. Lin