Key user pain points

Amit Yalwar

CapCut

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