9NOW Video On Demand TV App
Background
This project focused on generating ideas to improve the 9Now video on demand service. The outputs were a set of recommendations, guiding principles and high level direction for the client’s own design team to execute on.
Project outputs
Help define a VOD service that customers want and enjoy using
3x rounds of concept testing
Final report of recommendations
Interactive prototypes
My role
I was a user experience researcher partnered with a gun product designer. Together we rapidly explored and tested concepts. Things I did:
Wrote up hypotheses and discussion guides
Facilitated usability sessions
Facilitated synthesis workshops
Created reports and recommendations based on findings
Peer-reviewed product designers work
A transparent timeline to commit to
6 weeks to ideate, validate and hand over robust recommendations. Having a solid structure in place and clarity of outcomes is a must!
Discovery
Customer deep-dive
Mapped out phases, jobs, pains & gains to prioritise on focus areas. These were derived from secondary insights and were used to create hypotheses and how might we statements.
Ideation
Sketching sessions
Conducted with the business to gain diverse perspectives to be considered with the designs
Concept design
Over to concept designs based on hypotheses and themes from the ideation session!
Testing
The client was closely involved in this process, and contributed in note-taking, synthesis and creating themes. This was important as they will ultimately be delivering on these findings.
Recommendations
Circling back to our hypotheses
Key themes were surfaced in the report with accompanying details and verbatims from participants.
Incorporating recommendations into the concepts
The product designer then iterated on the concept tested and incorporated the recommendation.
Reflections
Working agency side, it’s important to keep the client involved in all aspects of the process. This ensures you don’t take the “thinking” away from them and allow them to contribute to the outcomes, rather than passively taking in second-hand information. After all, they will be the ones who will be using this when we’ve moved onto the next big thing!
Of course, this means the client needs to be committed to providing their time upfront. I was lucky to have this from the client, thanks Channel 9 for being amazing collaborators!