We met users at the point of their frustration, and explained a complex issue in a simple, relatable way—by using the image of their actual video to illustrate what’s between them and YouTube. Each viewer’s story is uniquely customized and leads to a personalized video quality report, where users can see how their ISP stacks up to others in the area.

Our clear presentation of a universal issue made news across mass media and technology sites, with favorable articles from The Wall Street Journal, Forbes, CNET, Wired, and Mashable among others. The site made a complex issue more relatable for consumers and spurred internet providers to improve their end-to-end video delivery.

Stalled and low-quality video playback is frustrating for viewers, who often incorrectly blame YouTube rather than their connection to the internet. YouTube needed to educate and raise awareness about the role internet providers play in end-to-end video delivery.