Last.fm is a web service for users to track and share their music tastes with friends in an easy, simple way. A single play of a song is known as a “Scrobble”. Listening to music and recording the listen with Last.fm is known as “Scrobbling”. This is a service that has existed since 2002, originally under the name of Audioscrobbler. In 2015, Last.fm rolled out their new website beta, originally optional, but later forced upon all users.
Last.fm’s site redesign is criticized widely by users, but nobody seems to be listening on the other side in CBS Interactive London offices. What went wrong with the redesign and what can be learned going forward?