YouView Next Gen UI redesign

YouView is a TV Platform that aggregates TV Shows, Movies and Sports across multiple providers in a simple and easy to use interface.

Being in over three million households, YouView, combines Live TV and On Demand with cutting edge technology to bring viewers the most brilliantly simple way to find and watch the TV they love.

Old interface

When I joined YouView, the interface was outdated – its look-and-feel was very text-based - and hard to maintain.

Redesign objectives

Within a year, we decided to embark on a journey to completely redesign the UI and achieve the following:

• Increase our C-Sat Scores

• Increase VOD consumption

• Become smarter, more relevant and personalised

• Make it more visual and engaging

• Align with the market trends

• Quicker software updates/ move to HTML

My role

My role was to lead the UX design from defining the vision and the principles, to creating strategies and managing the end-to-end delivery of the design. My responsibility was to achieve a consistent user experience across multiple devices and transform the daily viewing experience for BT’s and TT’s audiences.

In my day-to-day I would lead the UX vision by creating high-level design strategies, allocating tasks to the team, performing design reviews and coaching junior members of the team - and also I would be hands-on wireframing, prototyping, supervising/conducting user research and creating detailed documentation to ensure smooth delivery of all features.

Challenges

Some of the challenges I faced were:

• Different priorities between our stakeholders: Content providers vs ISPs vs customer needs

• No data tracking to validate customer needs and design decisions

• Legacy considerations and risks updating the UI overnight

• Dated hardware and STBs that could not support heavy animations and motion graphics

During the concept phase I performed brainstorming and ideation sessions to help the team work together to come up with innovative ideas and concepts.

During this 1.5 year process me and my team explored many ideas and concepts across...

...TV

...mobile

...and tablet

We explored flows and worked on flattening the old complicated IA.

Final outcome

The final outcome of the redesign was a UI that was smart, personal, easy to use and more visual and engaging.

We also used accessibility design best practices to enhance the UX. As a result we improved content discovery and viewing consumption for our customers getting them closer to the content they love.

Within a short period after launching, customer (C-Sat) scores went up and we achieved our targets and KPI's. Within a year of launch, we won numerous UX and product awards:

• 10/2017 | Advanced TV Innovation of the Year | Content Innovation Awards 2017 (for Next Generation YouView)

• 09/2017 | Best TV Platform for BT TV YouView | T3 Gadget Awards 2017 (for YouView 4K)

• 05/2017 | Gold prize in Contribution to User Experience - TV & Video | The Connies 2017 (for Next Generation YouView)

• 05/2017 | ilver award in Best TV/Video Service Update or Launch | The Connies 2017 (2nd place for Next Generation YouView)

Final note

As part of the redesign of the Next Gen UI and post-launch sprint-by-sprint deliveries I have created - or lead the creation of - prototypes, wireframes, high detailed documentation, flows, visual specs, user journeys, personas etc.

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