Key user pain points

Amit Yalwar

App Store Reviews

• Scraped all <=3 star reviews in the last 12 months 
• Extracted the key user concerns in each review
• Identified major themes

Click here for Source Data

Miscellaneous dissatisfaction

• Related to

  • performance on desktop

  • export speed

  • missing templates

  • previously free features are premium

  • waiting for 24 hours before signing up

  • unexpected data loss

  • no response after applying to be a creator

Reddit (r/CapCut)

• Scraped feedback & concerns using Reddit API (PRAW)
• Last six months data
• Identified major themes

Click here for Source Data

Key Pain Points

• Longtime users are frustrated about previously free features/animations becoming premium
• Desktop application has reliability issues
  • Users complained about unexpectedly losing media that they had worked on for several hours
  • Crashes on startup/buggy behavior 
• Desktop/Web application has performance issues
  • Exports take too long, sometimes get stuck on 100% progress
  • Lot of modals stay persistent (ex: uploading, exporting, etc) leading to long idle times for users

What can be done?

• Free vs Premium problem
  • Offer exclusive deals to longtime users (>3 years)
    • Maybe expensive depending on the volume
• Desktop reliability issues
  • Understand if a specific platform (ex: windows) has more issues. Consider increasing dev resources there
    • May not be justified by the user volume on that platform
• Desktop/Web application performance issues
  • Get rid of persistent modal whenever the action takes more than a couple of seconds (ex: uploading, exporting). Instead minimize and notify users when the action is complete. Can create perceived performance gain. Validate via A/B testing. 
    • May create confusion/panic if not implemented with visual cues