The Simplest IPTV Ever
Redesigned the TV experience with an intuitive interface, simplified navigation, and a minimalist remote that anyone could use. The solution increased user satisfaction, reduced support calls, and was world’s first IPTV platform for Smart TVs.
The Simplest IPTV Ever
Redesigned the TV experience with an intuitive interface, simplified navigation, and a minimalist remote that anyone could use. The solution increased user satisfaction, reduced support calls, and was the world’s first IPTV platform for Smart TVs.
My Role:
- TV Interaction Designer
Impact:
- Reduction in usability-related support calls
- Higher user satisfaction across all age groups
- Still operational after 13 years
Methods:
- Research
- Competitive analysis
- Wireframes
- Flowcharts
- Digital prototypes
- Physical prototypes
- Usability testing
- Interaction design
- TV Design System
Team & Collaboration:
- Product Managers
- Developers
- QA Engineers
- Designers
- Business Developer
- Content Buyer
- Support
- Test Groups (children, seniors, diverse user groups)
The challenge
The old TV interface and remote were complicated and unintuitive, requiring users to constantly look the remote to find the right button. This disrupted the viewing experience and frustrated users, especially older viewers. The old system also had a low adoption rate for additional services and generated support calls due to usability issues.
Clear goals
1.
Design an interface and remote that users could navigate without looking at the remote, focusing entirely on the TV screen.
2.
Create an intuitive experience that appeals to all user groups, from children to seniors.
3.
Increase customer satisfaction and reduce support calls.
The Solution
We crafted a IPTV solution that combined innovative design, user-centric testing, and technical precision.
- Simplified Remote: A minimalist remote with fewer buttons, optimized for intuitive navigation.
- Intuitive UI: A simplified navigation model ensured that all key actions could be performed effortlessly.
- Seamless Migration Process: Users with the old system could order the new remote directly from their existing solution. This simplified a complex transition, ensuring a smooth experience for all users.
- Scalable IPTV Platform: The solution was used by Telia’s STBs, Samsung, and LG Smart TVs, enabling a seamless experience across platforms.
The Results
- Higher Customer Satisfaction: Telia TV achieved higher user satisfaction scores, with higher engagement across all age groups.
- Reduced support calls: Unwanted calls related to interface usability dropped significantly, freeing up resources and improving customer trust.
- Widespread adoption: The solution is used by nearly half of Estonian households and remains basically the same after 13 years.
Tools and methods
Sketches to prototypes
From initial sketches to prototypes, and finally the production-ready design, I worked closely with manufacturers to refine every detail of the remote control. I even visited a remote control factory.
Competitive analysis
To better understand market trends and user expectations, I conducted a competitive analysis. This included testing multiple interfaces analyzing dozens of remote controls to identify patterns, pain points, and opportunities.
Simplifying the flows
Designing intuitive flows was crucial to ensure a seamless user experience during complex processes. From the migration flow that allowed users to upgrade effortlessly after receiving their new remote, to the remote pairing flow that guided users step-by-step, I focused on minimizing friction and frustration. Each flow was designed with principles to make these flows as smooth as possible.
Implementation & delivery
To support scalability and consistency, I created a design system for the TV interface. This included detailed design specs, reusable components, interactive prototypes, and interaction guidelines to help development and ensure a unified user experience.
Thanks for visiting. If you’re interested in creating something impactful or just want to connect, feel free to reach out.
Or email me at design@ahtoparn.com