I am ready when you are.
About The Project
Set Top Box
Client: NEO (by Gab Qurizen).
Duration: 7 days.
Objective: to migrate the traditional standalone Pay TV service (example: Telstra T-Box) to mobile devices and web (example: Netflix, Foxtel Now, Stan etc.) in order to offer existing and new customers greater features and also accessible on multi devices simultaneously.
Tools: Pen and Paper, Whiteboard, Trello, Google Doc, Google Forms, Google Slides, Post-It, Sketch, Google Hangout and Invision.
My thinking/design process:
Discover: Project Management, User Interview, Competitor's Web/App Audit and Heuristic Evaluation, Survey, Competitor and Comparison Analysis, User feedback and reviews from 3rd party sites and forums.
Define: Affinity Mapping to find the common themes/pain points, Define Problems, Empathy Mapping, Personas, Business Model Canvas, MVP.
Develop: Sketches, Wireframes.
Deliver: Interactive Prototypes, Testing, Iteration, Version Revision, Customer Journey Map, Client Presentation.
Skills I Applied In This Project:
In order to build realistic user stories, I interviewed 7 people aged between 25 to 35, who enjoys watching movies and has subscribed to at least 1 pay tv services such as Netflix, Foxtel Now or Telstra TV.
The questions focused on the last time they watched a movie/show.
These are my main takeaways:
4 said: Foxtel Now app is a copy of Netflix.
7 said: Recommended movies are irrelevant.
5 said: They can't find the TV shows they want to watch, they are old series and none of the current new shows are on it.
6 said: Content has not been categorised well.
7 said: Lack of new content.
2 said: They love it and that they are not sleeping and not having showers.
3 said: The app is confusing and difficult to navigate around.
6 said: Searching function is a challenge.
After listening to their feedback, I believe that the direct competitor for pay tv services isn't just the other brand (example: Netflix vs Foxtel Now). However, Theatre such as Event Cinemas and Hoyts are their competitor too. They offer the latest movies, better picture quality, better sound system and for some or many people it's a better experience altogether.
One other major competitor would be Torrent/Illegal Download. People are downloading torrent online as they want to watch movies that are still showing in the cinema or hasn't been released yet on DVD or pay tv services.
Netflix by far is ahead of their game. It is accessible on multiple platforms such as Desktop, mobile devices - Android and iOS, smart TVs, gaming consoles, Blu-ray players, set up boxes and more.
Netflix also allows users to connect up to 4 devices at the same time under one account.
They all also have very similar features such as related movies, trailers and popular movies.
Web / App Audit
I want to research further and see what other people are saying about the Netflix and Foxtel Now.
I read more than 100 user reviews on Reddit, ProductReview.com.au, Apple App store, and Google Play Store.
These are the common pain points I gathered from reading the reviews.
It is harder to compete with Netflix, Foxtel Now due to limitations in the technology and features on the set-top box.
Need to provide support for a physical product for service and maintenance.
Set-top box development and enhancements may require more Research and Development costs.
Clean (Uncluttered) look and feel.
Better recommendation titles.
Improve content categorization.
Simplify menus and navigation.
Closed Captions and Subtitles.
Better search features.
Resolve no-result issue, by recommending go-to-cinema option.
To give the user the search result they want. Simpler, improved and smarter search functions are required. NEO is introducing search voice command integrated with Google Home, Siri, Amazon Alexa or NEO in-app feature.
Declutter the design, better movies categorization, and the ability to download TV shows to watch later (offline).
NEO Plex, a sub service linked with EVENT Cinemas to give our users an option to buy movie tickets if the content is not yet in the service. A new revenue stream and also to reduce piracy and leaving our users disappointed and leave the NEO app and launch another competitor's app to book movie tickets.
NEO Plex service also will indicate the date when the movie is going to be available on NEO.
Version 2.0 - Tested and Iterated
Version 3.0 - NEO Final
Client Presentation Deck
Interactive Prototype Available For Demo Upon Request.