Revolutionizing OTT App Performance with Real-User Insights

Client: OTT Platform Provider

Industry: OTT/Media & Entertainment
Country: India
Platforms: Android, iOS, Various Smart TVs & OEMs, Web
Services Used: Multi-Platform Performance insights, Localization insights, Beta insights, OTT App insights, Usability & Accessibility insights, Crash & Compatibility insights

Challenge: A Critical Turning Point

A fast-growing OTT platform, faced a major crisis as their app’s user experience, performance, and multi-platform integrations deteriorated post-launch. By mid-2020, the Play Store rating had plummeted to 2.7, and the support team was overwhelmed with 100+ issue tickets daily. With a high-profile launch event in October and exclusive content releases in November, they needed an agile, real-world insights solution to identify critical performance bottlenecks, crashes, and localization gaps—before the next release cycle.

Solution: Scalable & Agile Crowdinsights

To ensure rapid issue resolution, we deployed Oprimes, our AI-driven enterprise crowdinsights platform, leveraging real-world user journeys across diverse geographies and multi-device ecosystems.

• On-Demand, Scalable insights: Within 24 hours, a curated team of 50+ professional testers was onboarded across Android, iOS, Smart TVs, and Web.
• Multi-Platform Coverage: Over 250+ real devices were tested to replicate complex crashes, payment failures, UI inconsistencies, and ANR (App Not Responding) issues that traditional test labs couldn’t detect.
• Seamless Sprint Integration: Daily test cycles were incorporated into the fast-growing OTT platform agile development pipeline, ensuring rapid validation of 8 app builds over 12 days with iterative fixes and continuous optimization.
• Localization & Payment Flow insights: Real users provided critical insights into regional language support, content accessibility, and seamless payment experiences across geographies.
• Performance-Driven Insights: Detailed crash analytics, usability reports, and real-time session feedback helped prioritize high-severity issues, improving app stability significantly.

Impact: Measurable Business Transformation

Play Store Rating Surge: Improved from 2.7 to 4.4 stars post-release, reflecting a massive boost in user satisfaction.
80% Reduction in Critical Issues: Support tickets saw a dramatic drop as app crashes and payment failures were proactively addressed in real-world conditions.
Optimized Multi-Platform Performance: The most stable version of the OTT platform app was successfully deployed across Android, iOS, Web, and Smart TVs, ensuring seamless user journeys and smooth integrations.
Data-Driven Fixes: The first 8-hour test cycle uncovered 90+ critical issues, accelerating troubleshooting and resolution.
End-to-End Quality Assurance: Continuous feedback through videos, crash logs, and usability suggestions helped enhance the UI/UX experience, ensuring higher retention and engagement rates.

Final Outcome:

By leveraging real-world, multi-platform crowd insights, AHA successfully delivered a seamless, high-performance OTT experience just in time for their marquee content launch. This case study highlights the power of real-user insights, rapid integrations, and data-driven insights in scaling OTT platforms for global audiences.

Want to achieve the same for your platform? Let’s talk!