Now TV - Easy Sign in on device
Role: Contract Lead UX designer at NOW TV
Team: UX researcher and me
Project: Design, prototype and test a better process of signing in without using an on-screen keyboard. The problem was that customers were not finding or ignoring the printed vouchers in their packages.
Methods: Wireframes and journey, UI design, prototype, user testing in a lab, design iterations.
Assumptions
The assumptions were that users would be able to unwrap and plug in a device, follow the instructions on the TV screen and use their mobile to create an account as a new user. In this process they would understand that a voucher is required to start streaming content.
Overall, this journey was understood but we then wanted to iterate and use the forms properly so did a second round of user testing to test the TV Stick and full process. We also wanted to see what was preferred at the end of the journey for customer satisfaction.
PROTOTYPE
The next round of user testing required a slightly more sophisticated prototype, so I used Atomic (RIP) which meant that users could type using an on-screen keyboard. This way, we could tell in realtime how long and how difficult it was to enter their details. Also I made some screens that could be scrolled using a TV remote, so it felt more like a comprehensive living room experience.
glasses tracked the participants eye movement
We were able to see where the users were looking at the phone and on the TV screen to see what catches their eye. This really helps with overall UI design and content order.
What needs more work
A lot of stakeholders were involved throughout the process (as you can imagine with a Sky company) and the project needed to remain on track with design reviews at all levels. I used a quick and visual way to represent how the testing went and what we had decided to dedicate more time and effort towards to achieve the outcome.
Design wall for journeys
I find this is a handy technique for analysing designs and making decisions with stakeholders. Creating a design wall captures the office imagination too and makes everyone feel informed on a design team. It’s a good way to get peer feedback too.
Designing the UI
NowTV has a great design system and some talented UI designers, using their template and tweaking some of the web designs, I created a colourful journey inline with the NowTV branding.
Results
Previous to the journey changes, some users were not activating their devices at all and some were taking more than an hour to set up the devices. In user testing, participants were now taking an average of about 1 minute 30 seconds to set up the device and the company was also saving on print costs for packaging as all the instructions are on the device.
