Theme 1: User FeedbackUse of Feedback Features

Regarding their level of interaction with the system, all participants reported using a personal profile to watch content. Half of them (6) mentioned that they add content to their watchlist (“My List”), while the other half stated that they do not utilize this feature. Among those who use the “My List” feature, only one participant mentioned consistently removing watched content from the list, while the remaining five participants stated that they rarely or never updated their watchlist and did not remove content they had already viewed:

“Well, I do it sometimes, but honestly, I tend to forget”. Participant 3.

“Not really… well, sometimes I do, but not immediately. When I remember to check the list, I go through it and remove everything I've already seen. But it's not something I do constantly; maybe once per year or so”. Participant 12.

Regarding content rating (thumbs up or thumbs down), the majority of participants, specifically, 10 out of 12, mentioned that they did not use this feature:

“Well, to be honest, I rarely do that. Only when a movie is really good I do rate it”. Participant 4.

“No, I never really pay attention to that”. Participant 5.

These responses highlight that participants are not providing substantial feedback to the system, which could potentially impact the accuracy of the recommendations.

Causes of Feedback Absence

When questioned about why they refrain from providing feedback to the system, such as not using the “My List” or not rating content, many participants cited a lack of interest or a lack of understanding regarding how these features function and their significance. Others simply found it easy to forget to engage with these features:

“It doesn't seem very useful to me. Honestly, I've never really thought about it, but I don't interact much with those features on the platforms”. Participant 1.

“I never really got the hang of it because it doesn't seem very intuitive, so I don't rate them because it's not very easy to use”. Participant 4.

“I don't know. I never really thought about it. Maybe I just felt lazy to do it”. Participant 6.

“I'm not very good with technology. I often get confused with streaming platforms, so I just do the basics, you know?… Really, I'm not sure how to use those features, like the lists”. Participant 8.

“I think I forget, like… for example, the thumbs up or down option appears even before you start watching the program. So, it's like you forget to go back and rate it after you've finished watching it”. Participant 10.

“I don't rate content because I don't feel like it makes any difference in the content that becomes available to me, and I don't remove movies I've watched from my list because I usually forget to do it”. Participant 11.

“I think I don't use them because I often forget, or I'm not entirely sure if it makes a difference… I don't believe it changes anything”. Participant 12.

According to these participants, there is a need for system improvements aimed at enhancing the user-friendliness and appeal of these feedback features. Furthermore, these insights reveal that there is still some confusion regarding how these interactions can impact the content displayed to the user and, consequently, the overall viewing experience.

Theme 2: Perceptions of Choice Overload when Using the Platform

Before delving into questions specifically related to the recommender system, participants discussed their general experiences with Netflix. This segment of the interview unveiled that all users had encountered some degree of choice overload when using the platform. It also led to the identification of factors contributing to this choice overload, common emotional responses, and strategies employed by Netflix users to alleviate it.

Determinants of Choice Overload

Catalogue Size, Higher Choice Effort, and Longer Search Times:

As factors contributing to choice overload, the majority of the participants (10 out of 12) pointed out that the platform featured an excessive number of options to choose from. They linked this factor to increased search times and, consequently, greater choice effort. Some statements specifically emphasized the vast size of the catalogue:

“I would say it's a bit challenging to choose on Netflix because there's so much available, but sometimes not much of it attracts my interest”. Participant 4.

“Well, I think the catalogue it's good, but it's quite extensive, right? Maybe it’s too much”. Participant 5.

“When I open the platform, I start looking at everything, trying to decide what to watch first. So, it does affect me (the size catalogue) because I have to choose from that large number which one to watch and which not to”. Participant 9.

“I'd say it's… well, it's quite extensive, like, there are many series and movies available. I think it's a broad catalogue, but… but maybe not always filled with new and exciting options”. Participant 10.

“Having so many options on the platform makes the process more difficult because I always evaluate all the available options before making a decision to try and choose the best one possible”. Participant 11.

“Well, it's actually quite extensive (the catalogue). There are many series and movies available. It's a vast catalogue, but it might not be as fresh”. Participant 12.

Only two participants mentioned that they perceived the catalogue as small or limited. Participant #7, in particular, explained the reason for this perception:

“… there are many articles on the internet about "what you haven't seen," "closed lists” … like “Netflix's secret catalogue”, things like that, you know? So, it gives you the impression that there's a much wider selection of movies and series than what is shown in your usual lists. So, I feel like the way it displays the series gives you the impression that the catalogue is smaller than what the application could actually offer… that just gives me the feeling that the catalogue is very limited”. Participant 7.

Other statements focused on the high level of choice effort required while browsing through the catalogue. Participants described how challenging it was to make a decision and mentioned reviewing multiple pieces of information about the content before making a selection:

“For example, when I want to watch a series, I first check how many episodes it has. If there is a lot of episodes, I also look at the duration of each episode. Before starting, I also read the description of the series. Then, I start watching… But I always, always, check how many episodes there are. When it comes to movies, it's different because I always go through the process of reading the description and checking the category it's in… So, yes, I typically go through this before selecting”. Participant 8.

“I believe I spend time scrolling, looking at images, and reading descriptions to see if I like something. I watch at least five trailers before making a choice because if something doesn't immediately grab my attention, I need to see more”. Participant 12.

Furthermore, participants indicated that they experienced prolonged search times while using the platform. All participants mentioned that they took at least 10 min just browsing and looking at the different options, with search times up to 30 min. The prolonged search times were also related to finding new content on the platform (not something they had watched before). Below are some significant statements:

“Usually, when it's something new, something I haven't seen and I'm not sure what to watch, it takes me a long time. So, I browse and browse, trying to find something that might catch my interest… It usually takes me a long time when it's something I'm not familiar with”. Participant 1.

“I keep scrolling to see if there's anything in the "Top 10" or some other list. But I'd say I usually take about 10 min to make a choice”. Participant 4.

“Since I'm so indecisive, I think it can take me up to 20 min to decide what to watch”. Participant 7.

“If it's something I haven't decided on, something that hasn't been recommended to me, and I'm going to explore the system or look at the list, I'd say it takes me at least 15 min to decide what I want to watch”. Participant 8.

“I think it takes a lot of time. Sometimes, I'm not even aware, and when I look at the clock, it's been like 30 min since I opened Netflix, and I still haven't found anything”. Participant 11.

These comments underscored how the majority of users perceived the catalogue as extensive and how, in combination with unattractive or uninteresting recommendations, it made decision-making more challenging, increasing choice effort and search time.

System Interface:

Regarding the interface's visual design, two participants mentioned that the arrangement of lists on the platform was another factor contributing to choice overload. Although this was only mentioned by few participants, these insights were included due to their relevance, as the influence of the visual interface was also explored in the background section as a potential cause of choice overload. Their statements were as follows:

“For me the lists or tags aren't easy to navigate… I think that more than the catalogue being larger or smaller, for me, the issue lies more in how the app shows that catalogue, because I feel some lists should not always appear at the top or you should have the option to rearrange this list order, you know what I mean?… Perhaps, I don't know… for example, I like horror movies, so it would be better the app had an option that allowed me to remove or prioritize horror movies and removing other comedy or romantic movies from my lists that I probably will never watch… that would make the experience better for me”. Participant 7.

“I think the catalogue kind of confuses me. In the sense that there are things to watch horizontally and vertically. Vertically, there are these predefined lists that Netflix puts up like New Releases, Most Popular, and so on… So, you have to look at those, but I don't always want to see them, so I feel obligated to go through these lists first. It frustrates me that I can't remove them. And for example, if you find something in these vertical categories that might interest you, them you have to go to the horizontal part afterward… So, for me, it's weird. I don't feel like this way of presenting information helps at all”. Participant 12.

These statements indicated that some users desired more interaction with the system, such as the ability to rearrange or remove options that appear on their main page. Additionally, these users found the way the lists were presented to be confusing, which affected their ability to navigate the system effectively.

Emotional Responses

Negative feelings when using the platform:

Through the interviews, it became evident that most users (11 out of 12) typically experience negative emotions while using the platform, not only during the search process but also while watching their selections. The following are some of the most significant comments:

“Initially I might like the idea or theme of the series or movie… I think I might like it. But when I start watching it, I get a bit disappointed because it's not what they promised, you know? It's not like what they made it out to be; it ends up being something different. So, it's a bit disappointing and confusing”. Participant 1.

“Sometimes it's overwhelming (to search for something to watch)”. Participant 2.

“Sometimes it's like… stressful. Having to sit down and read through everything… It can be stressful because, at this moment, the platform I use is solely Netflix, and I'd like to find something good to watch right away”. Participant 3.

“It generates discomfort and annoyance (to watch a bad movie or show) … like, "Ugh, I wasted my time". Participant 5.

“What would be the feeling? it's like… it's frustration, or how should I describe it, I don't know, it's like a feeling of laziness or annoyance, thinking that I have to search a lot to be able to select something I like”. Participant 7.

“I think it just doesn't surprise me (the catalogue); it's all normal, very normal… like boring”. Participant 9.

Only one participant mentioned experiencing positive feelings while using the platform, as follows:

“It generates a positive feeling for me (browsing the catalogue) because I know I'm entering a world where I can entertain myself… So, I actually find it satisfying to search and explore. It doesn't stress me out; I find it enjoyable to have some options to choose from”. Participant 8.

These statements reveal that the user experience with the platform often evokes feelings of frustration, boredom, disappointment, stress, and annoyance in almost all participants.

Decision Paralysis:

The majority of participants (10 out of 12) reported experiencing decision paralysis at least once when using the Netflix app, leading them to exit the platform without making a selection. This phenomenon, common in choice overload scenarios, also elicited various emotional responses. The following are some statements:

“When I first started using Netflix a while ago, it wasn't like that… But nowadays, it's more common for me to exit the platform before choosing… I get tired of searching and somethings I ended up just turning off the tv and doing something else”. Participant 1.

“I mostly do it (exit the platform) if I've been on there for a long time… like I start feeling fed up with searching for things. So, I just exit and do something else”. Participant 4.

“I also think it depends on your mood. Some days you have more patience, but there are days when you really, after a while, say: "Oh no, this is too much" because you search and can't find anything, so that's when I say: "Oh no, I'd better exit"”. Participant 5.

“It often happens (exit the platform), I'd say about 70% of the time… Realizing that choosing takes so long frustrates me and makes me look for another thing to do. In those cases, I switch to YouTube because, you know, the YouTube algorithm is more efficient in recommending videos on topics that interest me”. Participant 7.

“It has happened to me, yes, sometimes I leave Netflix before choosing… Then I go to look on HBO or Amazon Prime”. Participant 9

“It happens quite often (exit the platform), I would say at least once a week. It happens when I check the "Top 10" list and don't find anything I like or something I haven't seen…In those cases, I prefer to exit”. Participant 11.

“It has happened to me quite a few times. I think the reason that leads me to say: "I'm not searching anymore, I'm leaving" is the time it's taking me. I start looking through all those categories, and if I don't find anything interesting, I have to look at another list, and so on. It ends up making me tired, and I'd rather turn it off”. Participant 12.

Only two participants mentioned that they have never left the platform without making a selection:

“That hasn't happened to me so far. Even if it takes a while, I prefer to wait until I've chosen something because when I sit down to watch Netflix, it's usually because I don't have anything better to do, and I don't use other platforms”. Participant 3.

“I don't think I've ever done that. It doesn't really bother me to keep searching, and in the end, I always find something to watch”. Participant 8.

These statements highlight that decision paralysis is a common phenomenon among these Netflix users, primarily caused by the vast number of options and the lack of appealing content, leading to extensive search times and user frustration. Consequently, these users often exit Netflix to engage in other activities or explore alternative streaming platforms.

Strategies for Alleviating Choice Overload

Participants mentioned several strategies or actions they employ while using the Netflix platform to simplify their decision-making process. The most frequently mentioned shortcut was the use of the recommendation lists provided by the system.

Use of Netflix Recommendation Lists:

Most participants (11 out of 12) highlighted the use of Netflix recommendations as their primary tool for browsing the catalogue and selecting content to watch:

“I usually use the recommendations; I don't typically hit "Follow" on anything or add movies or series to my list, I'm not a fan of any particular show… But yes, many times, I see what the lists suggest”. Participant 2.

“It’s very common that I choose something that appears in these recommendation lists… I check the “Top 10” available at the moment to see if there's a movie related to a topic I like and then I just start watching it”. Participant 3.

“The first thing I check when I open the platform is if any of the series or movies that I had seen were coming out soon are already available, so I check the "New and Hot" section”. Participant 4.

“I start scrolling, looking at the images of what's being advertised, what most people are watching. For example, the “Top 10” is what sometimes works best for me because the platform itself creates these lists based on your profile… Having these lists helps quite a bit. I almost always choose something from these lists”. Participant 5.

“I think having the recommendation lists influences me a lot. I almost always look at what's there. I usually go to see the recommendations they show on the main page”. Participant 6.

“I also look at its (movie) position on Netflix, like if it's in the top section, the ones that are featured prominently on Netflix, which are like number one, two, three… I also see if it's located there and in what position, to decide which one I’m going to watch. I always pay attention to what Netflix automatically recommends based on what I've watched before”. Participant 8.

“I start looking at the lists that appear there, like the “Top 10” or the new releases. I begin to explore all those lists to see if I find something interesting… These lists are the first thing you see and they're like the first option that comes to mind for making a choice. So, personally, I would say that I often choose what to watch from one of these recommendations”. Participant 10.

“I open my Netflix profile, and usually, the first thing I do is check the recommendations, especially the “Top 10”. If I see something that really catches my eye there, I just start watching it”. Participant 11.

Only one participant mentioned not making use of the recommendation lists:

“The recommendation lists are not that useful for me. Either because they show me a lot of things I've already seen and don't want to watch again, or because they only show me what's most recent or what everyone else is watching… Very rarely does the content I watch come from these lists, I'd say about 20–30% of the time”. Participant 7.

These statements demonstrate how the majority of participants rely on the recommendation lists to choose the content they watch, with a particular focus on lists featuring new and popular content. For many users, browsing through these lists is the first step they take after opening the platform.

Complementing with Other Strategies:

Half of the participants mentioned that they also rely on recommendations from friends or online sources to simplify their decision-making process. They tend to complement or compare the recommendation lists provided by Netflix with these word-of-mouth recommendations:

“I follow a lot what my friends recommend me to watch but surprisingly these recommendations are usually among the top 10, or the most viewed or something like that, so they often appear in the recommendations”. Participant 1.

“If I've seen something online about a new show or have heard about a movie, I will try to find it on the home page to see if its popular”. Participant 2.

“Mostly, I rely on something someone recommends to me, or I see on the internet that someone recommends it”. Participant 7.

“When something has been recommended by others, I already know what I'm looking for, so it's faster to search by the name in the search section”. Participant 8.

“Generally, when I press play on something, it's because I've already read reviews or because, for example, I see mentions of the movie or series in the Google News panel, and they talk about it having a good rating or a good review… so I enter the platform and look in the listings to see if I can find that series or movie”. Participant 9.

“If I see interesting things in the recommendations but I'm not completely convinced, I look for reviews on the internet, like on Rotten Tomatoes or a similar website. If it has good reviews, I watch it”. Participant 11.

Other participants mentioned that when they find it increasingly challenging to make a choice by browsing through the main page, they prefer to do a manual search by name or look into particular categories:

“If I don’t see something interesting, I go into the menu and search directly by name, If I feel like watching a particular movie, something like action or comedy, which is what I usually watch”. Participant 4.

“To find these other options, I usually search by genre, mostly by genre… So, for example, fantasy or comedy, and then the options start appearing, and I read the synopses or watch the trailer, and that's when I decide whether I'm interested or not”. Participant 9.

“If nothing there catches my eye, or if I have something specific in mind, I search through Netflix categories like Fantasy or Horror, which are my favourites, to find something there”. Participant 12.

Another strategy used by some participants was to re-watch a series or movie they know they liked in the past, especially when they encounter a high choice effort or feel they are taking too much time in the search:

“I have like a selection of good shows that I would watch over and over again, so If I don't have anything else urgent to do and I don’t find anything new to watch, I just go with those series I know I'll enjoy… I mean in the worst-case scenario I'll repeat series I've already watched”. Participant 4.

“For instance, I have a few series that I'm rewatching, ones I liked before and am rewatching on the platform, because sometimes I cannot find something better”. Participant 7

These statements offer insights into how users actively seek strategies to mitigate choice overload and the associated negative emotions. They also highlight that recommendation lists are a primary tool used by most participants to facilitate a smoother and quicker decision-making process, although their effectiveness may vary among users.

Theme 3: Perceptions of Recommendations

How the participants perceived the recommendations in terms of attractiveness and diversity was a relevant theme to report, as it was one of the main aspects discussed in the choice overload background section. The insights resulting from the interviews regarding this important topic are reported below.

Attractiveness:

The perception of attractiveness was generally more negative than positive. Most of the participants (10 out of 12) mentioned occasions when they encountered recommendations that were not very appealing to them or did not fully align with their preferences. One of the most commonly cited reasons for considering recommendations as unattractive was the perception of a lack of new content. Here are some significant statements:

“There's so much quantity but not everything seems very interesting… you end up starting to explore the unknown, meaning you have to find something that looks decent, try it out, and if you don't like it, stop watching it, and keep searching”. Participant 4.

“The catalogue shows you many things, but they're not always good… Just as there are moments when I say, "Oh no, there's nothing good to watch" there are times when I get hooked and find very interesting things. So, it's quite variable”. Participant 5.

“Lately I think I'm starting to use it less (Netflix) because I feel they're not frequently innovating with movies. There aren't many options in the categories I like, so sometimes, I end up looking at other categories that aren't really my taste, and then I might have to change the movie I initially chose or switch to another platform”. Participant 6.

“Sometimes when you open the platform and see all those things… sometimes none of them appeal to you, or it shows you things you've already seen. It's like, I don't know, sometimes I feel a bit frustrated”. Participant 10.

“I think there are many options in terms of quantity, but at the same time, there isn't enough change or innovation. It feels like the same options are always there. They (Netflix) take a long time to release new series”. Participant 11.

“I'd say two things come to mind at the same time about this. First, it has a lot of content, but second, there’s a little bit of content that interests me. So, I don't know, it has many things like romance series or Korean series that I'm not interested in at all… But in terms of what I like, such as Fantasy, Sci-Fi, or Horror, there isn't much content available. It doesn't always have cool things”. Participant 12.

Only two participants found the recommendations to be interesting for them:

“Most of the lists seem appealing to me, very much in line with what I like”. Participant 8.

“On average, yes, they are appealing… Most of the time, almost always, I find interesting things for me”. Participant 9.

These statements underscore that for users, the abundance of options to choose from, combined with the perception that these options are neither interesting nor novel, intensifies the effort needed to make a decision.

Diversity and Filter bubbles:

In terms of diversity, a consensus emerged among the participants, with 11 out of 12 individuals agreeing on the deficiency of diversity within the recommendations. They expressed a sense of limited variety in the movies or shows presented in their profiles, indicating a lack of diverse content in terms of genres and topics of interest. Some representative statements included:

“I believe they are not that diverse; just a little because sometimes you can see how they switch from one topic to another… But that is not always the case”. Participant 1.

“Sometimes they are diverse (recommendations), sometimes they're not. I would say about 50% of the time they show things that are different. It would be good to have a good mix of both—stuff that matches your tastes but isn't always the same”. Participant 2.

“It's a bit tricky to say how diverse they are because I mainly watch action, adventure, sometimes comedy, and occasionally documentaries. So, in that regard, I'd say they are diverse because they don't show me anything that I'm not asking for… but they stay within those themes, if you want something different, you have to go into the menu and actively search for other options”. Participant 4.

“I also feel that the diversity is very low. It very rarely shows series that could be of different types and interesting… unless you specifically search in the menu for another series or category, so that it starts showing you that kind of content”. Participant 7.

“They are not totally diverse… For me it's hard to explain because while there are certain genres that I prefer and have defined, I also want the option to see what else is available”. Participant 9.

“When it comes to actors or the countries of origin, I think there is diversity… But if I think about the themes or genres, they don't change much. I believe that diversity should be seen more in that aspect, showing new themes or things that I wouldn't normally watch but might surprise me”. Participant 11.

Furthermore, several participants noted that they often encountered content that reinforced their previous viewing choices, which limited access to diverse content. This phenomenon, driven by personalized recommendations and known as “filter bubbles,” was a concern expressed by several participants. Key statements regarding this issue were:

“I believe that, in a way, recommendations can limit the possibilities because there might be something interesting to watch that's outside my personal comfort zone and it might not show it to me. I think I'd like it to be more diverse because when you scroll through the available movies, it keeps showing the same type of things that I always watch, but there's no option for something different”. Participant 4.

“I always go to the same category, comedy. So, I feel like everything they recommend is focused on the same thing”. Participant 6.

“For example, I often find myself in situations where I've been watching one particular type of content, like reality shows, for a few days, and then all the recommendations become exclusively about that genre… like if I enter the platform, they just show me reality shows. It's like the system forgets that I also like other genres. So, I think it leans too much towards what you have been watching recently, and sometimes it doesn't show enough diversity”. Participant 10.

“What I've noticed is that the platform focuses a lot on what you've been watching in recent days. So, the recommendations that appear after you've watched a lot of a particular type of program are very similar. For example, I watch a lot of anime, so usually Netflix starts showing me more of the same. But let's say I've just finished an anime series; obviously, I don't want to watch more anime immediately… So, for you, as user it becomes worse because you've moved past the anime phase, but Netflix keeps pushing more anime your way, it´s very annoying. It kind of blocks you from seeing other things”. Participant 12.

These comments highlight that users perceive the Netflix recommendation system as lacking diversity, with some feeling that it confines their content choices, emphasizing the need for more varied options and reducing the dominance of a single genre or topic.

Theme 4: Influence of Recommendation lists on Decision-MakingEffects on Search Time, Choice Effort, and Satisfaction:

Through the interviews, the study identified how the use of recommendation lists affects various variables associated with choice overload, such as search time, choice effort, and choice satisfaction. Regarding the time spent searching for and selecting a new movie or show to watch, the majority of participants (10 out of 12) reported that using recommendation lists shortened the decision-making process compared to not using them. They shared the following insights:

“Using the lists make me spend less time choosing, because they provide a small filter among all the movies and catalogues on Netflix, so it saves time”. Participant 3.

“I usually choose from the lists, so I spend less time choosing If I find something on the recommendations first”. Participant 4.

“It does have an influence (recommendations) because it seems like an easier way to save time on searching. So, when Netflix presents a new series or movie as recommended for me, I usually check the description to decide whether to watch it. It does make the process a bit easier for me”. Participant 8.

“They (recommendations) make me spend less time because otherwise, I'd have to search through all the possible options, and I think I'd go crazy”. Participant 11.

However, two users mentioned that they felt they spent more time deciding what to watch when using recommendation lists. Their perceptions were as follows:

“If I used the lists, it would take me more time to choose, for sure… as I mentioned I don’t really used them a lot, they're not very interesting to me”. Participant 7.

“Some of these recommendations are sometimes confusing because they show me things that I'm not interested in at all. These boring recommendations cover a significant part of the screen, and I have to spend a lot of time scrolling to go through all those categories that don't interest me… You can lose, I don't know, 5 min, 3 min, or whatever, just to get to the category that truly interests you. It generates frustration, honestly”. Participant 12.

Regarding choice effort, 9 out of 12 participants commented that recommendation lists made the decision-making process easier by reducing the amount of information they needed to review or consider before making a choice:

“It makes it easier to choose. It facilitates it because it applies filters, so you don't have to put in as much effort; you already have a starting point”. Participant 3.

“I think it makes it easier. I mostly look at what's on the main page, so I don't have to think too much”. Participant 4.

“It makes it easier for me because they categorize it for me… they categorize it based on the genre or category that may suit my profile better. So, it's easier for me to choose from those lists the movie that I might like the most”. Participant 8.

“They (recommendations) make the process of selecting easier and less effortful because without these recommendations, I'd have many more options to compare, and I'd have to read more about each one”. Participant 11.

Three participants had a more neutral stance regarding the effect of recommendations on choice effort, with two noting that they always put in a lot of effort when choosing and other mentioning that the level of choice effort would depend on the quality of the recommendations. Their perspectives were as follows:

“I think I always put a lot of effort before choosing, so for me there is not a difference on this aspect (when using recommendations) …because as I mentioned, I’m a very indecisive person”. Participant 7.

“I think the effort can also be less with these lists, but it also depends. If you have these lists with very good recommendations, then it's easier. But if you have many recommendations that aren't actually good, it becomes more difficult”. Participant 10.

“I don't think they (recommendations) change the level of effort because even with the lists, I examine the content thoroughly before making a choice. So, my mental process for deciding whether to watch something is the same, whether it came from a recommendation or if I searched for it myself”. Participant 12.

Regarding choice satisfaction after selecting content from recommendation lists, the reactions varied among participants. While most (9 out of 12) reported feeling satisfied and happy with their choices, some did not attribute this satisfaction solely to the fact that the content was recommended, and a few had mixed feelings:

“Most of the time, I'm satisfied with what I watch”. Participant 2.

“I always finish the movie or episodes; I always do… It's very common because I set up alerts for upcoming releases and add the suggested content to my list, so I usually watch things I´ve been waiting for… It hasn't disappointed me so far”. Participant 3.

“I would say that I'm almost always satisfied when I watch something recommended there. I'm happy, not 100% of the time, but most of the time, I think there are good recommendations”. Participant 6.

“For me, recommendations usually align with what I'm looking for and what I like… So, is not fully guaranteed that I'll like it, but in most cases, it meets my expectations, and I do enjoy what's recommended to me”. Participant 8.

“I'm generally satisfied, but there have been times when I think, "What I just watched doesn't surpass this other series or this other movie," as I always compare it to the last thing, I watched… but generally, I'm satisfied. There are more times when I've liked what I've chosen”. Participant 9.

“I think that's relative. I couldn't say it's always the case, but generally, I would say I feel satisfied”. Participant 10.

“I generally feel satisfied with the content I watch… But that's because I choose very carefully. Although the recommendations give me initial information and show me things that I might like, I complement this by watching trailers or reading reviews to be even more sure that I'll be happy with my choice”. Participant 11.

These statements illustrated that for most participants, recommendation lists shortened search times and reduced choice effort. However, when it came to satisfaction with the selected content, users were more cautious in declaring their levels of satisfaction.

Strong Preference for Recommender Systems and Algorithm Overdependence:

In this study, the majority of participants exhibited a strong preference for recommendation lists. A significant portion, nine out of twelve participants, asserted that they would not opt to remove these recommendation lists if given the choice and preferred keeping the current system. Their sentiments were as follows:

“Gosh! I definitely wouldn't like that change (not having recommendation lists). I think I'd feel even more overwhelmed than usual. There are already so many things to watch, so not having those filtered lists would be even worse… it would be terrible”. Participant 2.

“It would be awful (not having recommendation lists), you'd be immersed in a universe of movies, documentaries, and tv series, and it would take a lot more effort to find something… At least the recommendation filters help you optimize your time”. Participant 3.

“I've already gotten used to the lists making everything easier for me and recommending things that are almost guaranteed to be to my liking. So, I wouldn't want to change that feature of the platform… I like and I use those lists, and I'd like to continue using them”. Participant 8.

“I would think Netflix don't care about the user (by removing recommendation lists). Because the system keeps track of your activity and suggests things based on what you've seen. So, when it no longer shows you, anything based on what you've watched, I would feel… I don't know, lost”. Participant 9.

“I think it would make life difficult for me (not having recommendation lists). It would generate more anxiety for me because, already, for me, making a choice is difficult…. So, imagine having to enter and not seeing any sort of guidance but having to search for everything, I think it would make the process more complicated”. Participant 10.

“I think if they removed the recommendation lists, I would lose the visibility of new content on the platform. It would be challenging to distinguish what's old from what's new. Also, with so much to choose from, the selection process would likely take even longer… I wouldn't like it at all”. Participant 11.

On the contrary, three participants held opposing viewpoints, expressing a preference for a hypothetical scenario where recommendation lists were eliminated. Their comments were as follows:

“Hmm, that's a great question… I have two thoughts. One is that it might be overwhelming because there would be so many options. But the other thought is that it would give you more freedom to choose and decide for yourself what to consume and watch. So, it could be better, I believe”. Participant 1.

“Well, let's say I would like it a lot more (not having recommendation lists), for me, it would be a much more pleasant experience… because I do like the movie categories, being able to navigate through the categories, but Netflix's predetermined categories are not very effective because they don't show everything available, or the titles don't match the category they appear in”. Participant 7.

“Having the catalogue completely open might take more time because I'd have to explore each category and so on… It might make me take longer, but I think it could be better for me because I don't like how the recommendations work currently. Thinking about how recommendations are now, I might even prefer searching by myself”. Participant 12.

Additionally, when participants contemplated their levels of satisfaction with selected content in a scenario without recommendations, a trend toward algorithm overdependence became apparent. The majority (9 out of 12) of participants expressed a reliance on algorithm-generated recommendations and believed that the system's recommendations might surpass their own choices in terms of satisfaction. Their statements included:

“If I had to choose just one way to select content, I would stick with the recommendation lists because Netflix is already focused on what I watch; it knows my preferences”. Participant 4.

“I think the algorithms are important because they sort of filter things for us. So, I believe that the way it's currently managed, where the system chooses things for you, is good. In terms of satisfaction, liking what you watch, I think it might be better when using the recommendation lists”. Participant 5.

“My level of satisfaction might be lower because I guess the algorithm must select based on my category preferences, actors, types of movies… so maybe the alignment with what I like would be less if we don't use the algorithm”. Participant 6.

“I think my satisfaction with what I watch would be affected because I'd be choosing something without knowing what it's about, so I'd be going in blindly, and I believe I'd be less satisfied if I had to choose on my own. I prefer to follow the recommendations”. Participant 8.

“I wouldn't know if these new options (not choosing from a recommendation list) would satisfy me or not, I don't know if these options can surpass the recommendations that the system gives me”. Participant 9.

“Well, I'm not sure. I think satisfaction is somewhat relative. I wouldn't be very sure if it would improve or worsen… But what comes to mind is that it might affect it because, as I mentioned, you might end up choosing to watch something that doesn't align with your preferences, maybe solely based on the title or image, and then you might not like it when you actually watch it… So, I do think it might lead to slightly lower satisfaction because the system would lose that component where it already knows there's something in that show or movie that I would like”. Participant 10.

“Actually, I trust what the recommendations show me because I believe that if something is in the “Top 10”, it's because Netflix has already rated those movies or series. So, if they appear there, it's because they're highly rated by all users… Also, since the system has information about what I watch, it should have an idea of what type of content would catch my attention. Without these lists, I might end up choosing a movie that might not be enjoyable when I watch it”. Participant 11.

Conversely, three participants believed they would be happier and more satisfied if they could choose content independently, primarily due to the sense of freedom it would offer:

“I believe I would be more satisfied because I think what I choose would be more in line with what I really want to watch that day. It wouldn't follow the pattern that Netflix wants to show me; instead, I would choose what I truly want to watch. I would be more satisfied and happier, I think”. Participant 1.

“I think I would feel even more satisfied because I could truly see everything the app has to offer, not just what's recent or what everyone else is watching, but I could access other older movies or different styles that I haven't seen… These options might not appear in my recommendations, but they could be cool choices for me to select now”. Participant 7.

“I think I might feel better because I'd be aware that I made the choice by myself. I would think, "I was responsible for this" and no one forced me to watch it. So, I might be happier with what I chose, and it might make me feel better because, after watching something I liked, I'd think, "Wow, what a good choice you made” … Of course it will depend on how the choice turns out”. Participant 12.

These insights underlined participants' overreliance on recommendation lists and their preference for having this tool available, despite acknowledging that recommendations did not always meet their expectations fully. The hypothetical scenario of the recommendations' removal even elicited emotional responses, including surprise, frustration, and hints of irritation among participants.