Uma Análise Comparativa da Usabilidade e Experiência dos Usuários das Plataformas Netflix e Amazon Prime usando o Modelo Maltu

Abstract

In recent years, we have seen technological advancements in both software and hardware. As a result of these advancements, we have adapted how we engage with various forms of content, such as movies, series, documentaries, and more. The emergence of streaming platforms has facilitated the way we consume this content, requiring only internet access and a compatible device. Today, the market offers numerous streaming options, such as Netflix, Amazon Prime, Disney Plus, Globo Play, MAX, and others. This provides users with a wide array of choices, catering to those who simply want to watch a movie without many demands, as well as more discerning viewers who seek ease in content discovery, high-quality materials, and functionalities that enhance the search process. For this work, two streaming platforms were selected for a comparative analysis to highlight the positives and negatives of each and to determine which one offers better usability and user experience. The chosen platforms were Netflix and Amazon Prime, as they are currently the two most widely used streaming services. The analysis model employed was MALTU, which evaluates user feedback, specifically comments left in app stores. As a result, regarding the praise, both platforms highlighted the overall system and the catalog as the main functionalities related to usability effectiveness and user satisfaction. Effectiveness and frustration were the most criticized aspects of both streaming services. The systems also received suggestions related to the catalog, overall system, and the watched content. Questions were more pronounced regarding the subscription system of the platforms. Furthermore, the comparison yielded significant results, indicating effectiveness as the primary usability criterion, despite the differing prevalence of frustration and satisfaction in the evaluation of user experience. In light of this, it is evident that each platform has its peculiarities, and although their purpose is to deliver the same solution, improvements are needed to better serve their users.