To build a better understanding of SBS's current, and potential future customers, Hello Human conducted in-house contextual inquiries to see their online video watching habits.
This involved visiting a cross-section of "viewing types" (single, couple, family) to understand how the context in which they view videos changes what they choose to watch and therefore what can be done to help influence more accurate viewing decisions.
By being in their homes we were able to build a better understanding of:
Any potential issues they have with their services
Different types of equipment setup
Time taken browsing and searching to find something to watch
Who they normally watch with
Daily habits and general usage or feedback
The insights generated from the ethnographic research generated a number of high level themes that could be used to drive future product decisions. To help drive engagement within the product teams we created and distributed a number of design toolkits that could be used for any day-to-day product decisions.
Baseline test the current experience
Whenever you are looking to tweak, redesign or re-market an existing product it's definitely worth creating a baseline to compare any future changes against. With SBS, we were able to test their current on-demand app with past, current and potential future customers.
Within these sessions, the research and design team uncovered:
How they feel about SBS on demand and SBS in general
What they expected from SBS on demand, if they hadn’t used it already
What they felt was missing from the experience
How they expect to browse for content they want to watch
Whether advertising affects their viewing decisions
Onboarding and accounts
Anything else that we can use to improve the overall experience
Define a high level concept vision
Now that customer research, insight themes and a usability testing baseline had been complete. The Hello Human design team prepared a concept of the “future of SBS on-demand” to showcase new features, functionality or flows that can help customers find what they really want to watch. The concept design was focused on a number of areas:
Onboarding and registration
Reducing time to watch (Browse > Video > Play)
Finding videos that fit into your current mood or amount of time to watch
Design and prototype the vision of their tomorrow
After the initial concept testing, the Hello Human design team built out a full clickable Prototype using the Principle prototyping tool, this gave us a more realistic testing framework to capture additional design insights.
The outputs of this research, concept design and validation were compiled and shared to help influence the SBS on-demand product delivery roadmap.
Side note: Foster collaboration and ideation with design thinking toolkits
Outside of the research phase, the Hello Human team noticed there were some inefficiencies within the wider product team that were inhibiting the way product, designers and developers worked together. By spending time with different team members we implemented a number of items to help aid discussion and story progression:
Fluid workflows between designers and developers with discussion points between each member of the product team
Decision toolkits to encourage discussions around building the right thing
Base personas and persona cards to keep the personas at the forefront of each decision
Simple ideation sessions that can be run by any team member, e.g. sketching sessions
Read the full case study
To dive into this in more detail, check out the full case study below: