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I am part of a small startup and I am new to the UX process. I have been designing for about a year without following a process or structure.

We offer MOOCs and we are looking to overhaul the video player/learning platform. We need to ask questions from existing users about their experience on the website: specifically the video player.

How should I go about this? We do not have too many users who are satisfied with the experience. We do not offer many features to begin with. We are similar to Udemy but we are looking to be better, obviously.

What sort of questions should I ask?

Should I approach them via email or should I call them up?

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If it's possible you should do both: Qualitative and Quantitative research.

Qualitative methods are much better suited for answering questions about why or how to fix a problem, whereas quantitative methods do a much better job answering how many and how much types of questions.

From each one you will get different insights and when combining the results it will give you a more precise answer.

You should read this article When to Use Which User-Experience Research Methods, by Nielsen Norman Group, to get a deeper understanding of the options you have.

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