Coursera: Grow your career

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Coursera: Grow your career's key feedback

Subscription Issues

Many users face difficulties with subscription management, including challenges in canceling subscriptions and unexpected charges. Approximately 15% of users report issues related to subscription handling, leading to frustration and financial inconvenience.

Canceling my subscription was extremely difficult, and I was charged even after trying to cancel.

iPad App Problems

The iPad app is criticized for its poor user interface and functionality, with users experiencing issues like oversized buttons and difficulty navigating. Around 20% of users mention that the app is not optimized for iPad, forcing them to use the web version instead.

The iPad app is poorly designed, making it hard to navigate and forcing me to use the web version.

Content Access Limitations

Users express frustration over the inability to access certain course content and assignments on mobile devices, requiring a computer for full functionality. This affects about 10% of users, particularly those who rely on mobile devices for learning.

I can't complete assignments on my phone or tablet, which is frustrating when I'm on the go.

Customer Support Delays

There are complaints about slow or unresponsive customer support, with users feeling neglected when seeking help. Approximately 5% of users report dissatisfaction with the support response time, impacting their overall experience.

Customer support takes forever to reply, if they reply at all.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

edX

edX receives high praise for its wide range of free courses from top universities, user-friendly interface, and high-quality content. Users appreciate the accessibility and flexibility of learning, although some mention occasional technical issues and a desire for more interactive features.

#2 RUNNER UP

Coursera: Grow your career

Coursera is appreciated for its extensive course offerings and the ability to learn from prestigious institutions. However, users express frustration with technical issues on mobile devices, difficulties in accessing customer support, and challenges with subscription management.

#3 Straggler

Udacity

Udacity is valued for its practical, career-focused courses and effective teaching methods. Users enjoy the quality of content and the platform's role in skill development, but some report issues with app functionality and customer service responsiveness.

Nuggets

Major Highlights of the Week

iPad Usability Issues

The Coursera app on iPad suffers from significant usability issues, including oversized buttons and a confusing interface, making navigation difficult. Users often resort to using the web version for a better experience.

The iPad app's UI is so poorly optimized that I end up using the web version instead.

Subscription Confusion

Users are frustrated with the lack of clarity around subscription plans, often believing they have access to all courses when they do not. This leads to dissatisfaction and a sense of being misled.

I paid for a subscription thinking it covered all classes, but it didn't, and I was denied a refund.

Cancellation Difficulties

Canceling subscriptions is overly complicated, leading to unintended charges and poor customer support experiences. Users struggle to find cancellation options and face delays in receiving assistance.

I couldn't find where to cancel my subscription and was charged, with no immediate help from support.

Mobile App Limitations

The mobile app lacks functionality for completing certain assignments and viewing content, forcing users to switch to a computer. This limitation is inconvenient, especially for users who rely on mobile devices.

I can't complete or view some assignments on my phone or tablet, needing a computer instead.

Frequent Bugs

The app is plagued with bugs, particularly on iPads, causing issues like video loading failures and random quiz pop-ups. These bugs disrupt the learning experience and lead to user frustration.

The iPad app is so buggy that I can only get through about 10 seconds of content at a time.

Financial Aid Access

Accessing financial aid information is unnecessarily difficult, with no clear links or support responses. Users feel this is intentionally obfuscated, leading to dissatisfaction.

Finding the financial aid section is nearly impossible, and support doesn't respond to inquiries.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

iPad Usability Issues

Subscription Confusion

Users are frustrated with the lack of clarity around subscription plans, often believing they have access to all courses when they do not. This leads to dissatisfaction and a sense of being misled.

Cancellation Difficulties

Mobile App Limitations

Frequent Bugs

The app is plagued with bugs, particularly on iPads, causing issues like video loading failures and random quiz pop-ups. These bugs disrupt the learning experience and lead to user frustration.

Financial Aid Access

Accessing financial aid information is unnecessarily difficult, with no clear links or support responses. Users feel this is intentionally obfuscated, leading to dissatisfaction.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is practical and allows you to access the courses while on the go but if you want to 'save a note,' it appears as if you cannot do so through the app. However, if you then go to the computer, you will see what you saved there. It’s inconvenient because one would like to see what notes they saved while using other devices.

Neema121

Week of April 9th, 2025

Overall my experience with the Coursera App has been pretty good! There are two things that I think need to be updated though to make usability much better for folks on mobile or iPad. For one, having the feature to save courses would be great. I accidentally had to start a course because I was trying to save it to find more information on it and now it’s sitting in my learning section because I’m not doing it. Also, there needs to be a fix for viewing student submissions. I’m not sure if this is just my device, but when I’m looking to do peer review, the screen just doesn’t load at all.

Xism000

Week of April 9th, 2025

I’m disappointed that this app, despite its partnerships with multiple tech companies, continues to experience frequent bugs and connection issues. I often have trouble loading videos from my courses, even though other apps function smoothly on the same network. Given the $40 monthly subscription fee, I would expect a more reliable experience—especially from a company focused on technology.

Mickybigs

Week of April 9th, 2025

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The quotes of the week

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User Experience Report

Coursera: Grow your career

Top Insights This Week

Subscription Issues

iPad App Problems

Content Access Limitations

Customer Support Delays

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts