kingrus IPTV

Understanding families' behaviour to create an interactive TV interface

Company / Segment

CiaNet

Internet Services Solutions

Product Type

TV Interface

B2B, SaaS

My Role

Ux Designer

Overview

Kingrus IPTV is a television service (via the internet) developed by the company CIANET for ISPs (Internet Service Provider) can offer their customers the pay-TV service.


Problem Space

Our customers are not satisfied with our product because it does not receive a good evaluation from end-users. We believe this is happening because the user cannot learn or discover the features. We want to make the product more visually attractive and easier to use.


Objective

Redesign the user interface and make easier the typical interactive TV tools.


Team
  • 1 Ux Designer
  • 1 Product Owner
  • 3 Developers

Responsibilities
  • Observation in context of use (ethnography)
  • Interview with stakeholders (kick-off)
  • Design user interface

Challanges Faced

  • Design an interface for a very broad target
  • Understand the behavior of families when watching TV
  • Unique designer of the company

Results

Customers were delighted with the new interface, and we were able to close new partnerships.


Kingrus had tremendous repercussions in the local press.


Strategy and 
Research

Why context observation

To understand the relationship of families with TV and the role of TV in the family environment and, from there, to make changes in the product, we decided to conduct in-depth research, visiting some homes.


During 4 days I visited 6 families that use the Kingrus IPTV.

Pain Points Uncovered

The main problems reported were the user interface itself, basic problems, such as:

  • When subtitle and audio are changes it doesn't affect all channels;
  • It is not possible to choose another channel without leaving the current one;
  • There are no shortcuts;
  • The channel guide cannot be ordered by genres;
  • To enter the menu, you have to leave the channel you are watching;
  • The guide is not in a proper format;
  • Program details do not have enough information.

Design Decisions

After brainstorming with the team, we created a list of requirements that the new interface should attend:

  • Welcome screen with the last accessed channel and some apps;
  • Avoid leaving a channel when accessing the settings;
  • Make it possible to choose another channel without leaving the current screen (PIP);
  • Group channels by genre in the guide;
  • Add parental control screens;
  • Allow favorite channels;
  • Show on screen the possible shortcuts in the control;
  • Save programs.

Objective

We want the user to have quick and easy access to the TV's functionalities.

Sketches

Design and 
Solution



Learnings

Learnings

Before the research, we believed that TV was the primary device in the house, the first screen, but we found out that cell phones and tablets were now becoming the main screen and TV was in the background.


We realize the opportunity to create applications such as the Remote Control and Programming Guide apps for mobile devices to assist the TV user.


We should do research more often for faster monitoring of changes in user behaviour.