Context
• Our app needed a technology, design and experience update to represent the future of the SBS OnDemand product suite.
• Smart TVs account for up to 35% of Australian broadcaster’s online video supply (IAB Australia, 2017) so the update was going to improve the lives of a lot of people.
• The create account flow needed the most love based on customer feedback.
Approach
Understand the platform
It was our first go at designing for smart TVs so we bunkered down and did our homework. We looked at things like information flow, interaction with the remote and design principles for smart TVs.
Review IA & analytics
The IA was outdated because the market is shifting from catch up to streaming full series.
We made adjustments and presented them to SBS's CEO.
Determine MVP
The product team created and interrogated a story map. Priorities changed as we researched and discovered what the most common customer tasks were.
The product team created and interrogated a story map. Priorities changed as we researched and discovered what the most common customer tasks were.
Iterate with usability testing
We tested every two weeks and brought the process in-house so that the logistics were easier to manage. We tested the new login flow multiple times and created an experience that deviated from the existing market pattern. Pain points and unnecessary steps were cut out.
Collaborate with sketching sessions & how might we statements
Shared ideas would be brought into higher fidelity, as would ideas that sparked the imagination of the group.
Define success with Google HEART metrics
Each team member shared their view about what success looked like for a customer and how this success could be measured. We collated our views, found overlaps and perspectives that no one else had. We voted on two focus areas.
We recruited users with different levels of tech proficiency and age to see if the redesign improved task times.
Outcomes
• Lower time on task scores for all key tasks
• Learned new things on the job: designing for TVs, time on task success measurement and group research synthesis (thanks John Kolko!)
• Listened to our customers
• Tracking implemented
Responsibilities
• Determining what to test each sprint
• Research plan creation
• Usability testing & presenting to stakeholders
• Sketching session facilitation
• Prototyping
• Juggling redesign work with strategic SBS work
• Design pairing with devs
• Consulting devs to understand feasibility of solutions
