TV APP
Sky plus transformation
New My Sky panel interactive interface allows Sky customers to have an easy access to manage their Sky accounts without losing their viewing experience. My Sky panel aims to change the past full screen and complicate user journeys to panel size and much more accessible and simpler user experience.
My role: Lead UXUI Designer
Delivered more than 10 journeys for Sky Plus
THE PROBLEM
Customer journey on TV app took over the full screen which disconnected their viewing experiences.
CHALLENGES
Create better user viewing experience in reducing TV app size into a panel size with more appealing UI and intuitive navigation through remote controller.
DISCOVERY
User research
After the project brief from the Product Owner to get clear ideas of the requirements from a business perspective. I started gathering all the information I could get from the related journeys in different platforms (Sky.com, Sky apps and journeys on TV). Also, I would get data insights from past user behaviours, research about dropouts and performance of individual steps of the user flow. This helped me to understand the users and their needs, and get pointers to improve the user experience.
Additional research methods we used included: Surveys and Questionnaires, guerrilla testing, card sorting and interviews.
Example of card sorting
Data dashboard from Adobe omniture and Grafana
CREATE
User flow design and IA
The wireframe flow helped us to have a clear overview of the user journey, including user happy path, unhappy path and edge-case scenarios. Especially for TV interface, the navigation through pages can be very challenging by using a remote controller. We would create a prototype to test out the flow and navigation. This stage normally involves Product Owners, Designers, Developers and some times Data Scientists.
Wireframes for service journeys on Sky Plus
CREATE
UI design
When redesigning the UI for Sky Plus, we started by simplifying the user journeys and broke them down into clear and easy-to-understand steps and added rich relevant images. We also removed most of the instructional text and replaced it with smart tiles to serve the most relevant information to users contextually.
FEEDBACK
User testing
In order to get feedback from My Sky panel launch, we conducted two days of usability test in a lab. We worked closely with the user testing team to come up with the questions we'd like to ask and the user tasks. The results from the user testing session has been reviewed with the team and helped us to improve some of the journey that decreased the dropouts and increased the success rates.
IMPACT
Outcome
In order to get feedback from My Sky panel launch, we conducted two days of usability test in a lab. We worked closely with the user testing team to come up with the questions we'd like to ask and the user tasks. The results from the user testing session has been reviewed with the team and helped us to improve some of the journey that decreased the dropouts and increased the success rates.