My Sky app is a utility app to track bills, manage and upgrade products, roll unused mobile data with an opportunity to join the Sky VIP loyalty programme.
The app presents itself with basic information to just check your bill, roll mobile data and view offers resulting in customers not engaging regularly with content in the app. The experience is not tailored and the depth of Sky content is not being utilised to the user.
How do we bring the app to life to enable it to be the home of content? How might we define an experience that allows the user to discover tailored material to ensure the app is engaging for habitual usage? How do we educate what content is available inside their current package with options to upgrade?
Capture customer’s habits around the whole of the sky estate (apps, sky box, website). Explore a “Tinder style” survey to build a library of what they do and don’t like, recommend new and old shows based on this. Introduce an interactive engaging experience that pulls from the users’ mood, thoughts or feelings, done in a non frictional way.
All participants (7) understood that the questions will be used to personalise the content that is shown or recommended. 1 participant felt there were too many questions and would dismiss after the 2nd one.
4 out of 7 participants were unclear about what emoticon to choose. Participants also mentioned that their mood doesn’t necessarily affect what they want to watch “Just because I am saying that I am happy doesn’t mean that I want to watch a comedy”. 1 participant was unclear of what CTA to choose on the final screen and didn’t understand the difference between the 2 actions ‘Tell me more’ and ‘Let me discover’
1. Limit the number of questions asked relating all of them to content previously watch.
2. Have different notifications according to the journey that will be presented to the customer.
Some participants mentioned that from the notification text they would expect to see recommended content, not already viewed TV shows
The app bar was product lead so we had to decide where the placement of the ‘Discovery area’ could be and how it might be accessed. Push notifications, home content area and behavioural questions lead to the discovery area to educate the user of new content
Once an initial profile of behaviour had been established the app proposed ideas of artificial intelligence (AI) that provides the ability to automatically learn and improve from the users’ experience without being explicitly engineered. Based around watching habits and natural interaction of star rating, settings and watch history – the app would learn, predict and automate the best possible match of content with no effort from the user.
From a user perspective we wanted to showcase what content was available to them within their current package to discourage downgrades and from a business perspective we needed show what content that they could upgrade to without being too pushy. Rather than the whole experience feeling like a sales pitch it needed to be a natural process of exploration so the user could make their own decision if they upgraded or not.
All team members contributed towards ideas of ‘How customers will interact with a content discovery area in My Sky app’. Workshops were setup up by a UX designer where thoughts were expressed by the team. My contribution within this project was UI focussed creating and mapping out flows from sketches and evolving a high fidelity prototype of which I participated in guerrilla testing for feedback to understand the psychology and science behind how users interpret the information presented within the designs. Once I finalised the end to end experience with input from UX research, it enabled the UX and UI design team to present back findings and validate our approach to the wider business.
Rich is a talented and experienced UI designer with a fun and charismatic character. I really enjoyed working and learning from him. He brought lots of experience to the team and quickly became involved in all projects.
I especially enjoyed our conversations about design, he was always happy to take feedback on board and did not hesitate to say what he thought about any projects, providing very constructive criticism. In general a great professional and a good colleague.
I’m a freelance UX UI designer. I’d love to collaborate with you.
My aim is to design products with a focus on the end user.
I work either on my own or as an extension to your team.
I’ll get straight to it, I’m here to add value and work with you to achieve the best results. Think of me as a collaborative design partner.
It’s not just what you do, it’s the way you do it
I’ll engage with you to understand the scale of the requirement and propose the best fit. If you have an idea or need something creating from scratch, I can develop your brand or product no matter what stage you’re at.
Generally all projects have a discovery phase of which wireframes are explored and iterated so you can review and show potential users.
At this stage a brand is either in place or needs to be created. I’ll craft pixel perfect high fidelity visuals within a comprehensive design system to achieve the best user experience.
Depending on what your product might be whether it’s an app, portal or website, delivery of the final piece of work is produced in Sketch and export to Zeplin for development.
In a nutshell, this is what I can help you with
The goal is typically to attract people who may be interested in your products or services. Crafting an online presence is critical – I’m here to design that experience and get it right.
Got an idea for an app or need the UX UI reviewing on an existing app? I love creating beautiful user journeys. This starts with initial wireframes through to animations and high fidelity visuals.
It’s really important we establish an idea of how your product and brand will fit within the market. I’ll define a creative direction in the form of a moodboard to set the scene right from the start.
Having a design system helps build products at scale. What this means is it enforces consistency with reusable components. This is something I use with every project.
You’ll start to get a real feel for what we’re creating when you can interact with a prototype. It helps showcase the end to end flow for potential users and developers.
You might think you need a new website, well firstly I’ll discuss if that’s the right approach. In the early stages I’ll identify your needs and advise how best we achieve your goals.
If it’s worth a read, I’ll let you know
Sometimes people just have nice things to say
Richard helped set the bar in terms of quality, attention to detail, pace and collaboration, between the UX and front end design teams. I was very impressed by how pro-active Richard was. The man never stops working, he would actively seek out new projects with the UX team and request that his design assumptions were given the acid test with real customers. What is more, the feedback Richard received from the lab sessions was acted upon and iterated into his work where appropriate in a very timely fashion.
Richard is a great designer and hungry to check his work and improve it in a user centred way.
I brought Rich in to work on site at a client’s premises with me on a large, complex and challenging project. I had been on site for over a year already so already had a deep understanding. Rich quickly got up to speed then translated my ideas into a very elegant and thoughtful design that the client loved.
With a masterful use of Sketch Rich set the project up with a new symbol library and produced an Invision prototype then we started layering on additional functions and exploring the initial concept in more depth, with the design system we had put in place we were able to make rapid progress and keep a strong level of control and consistency.
Rich always challenges what he is given and brings his own ideas which he presents with a lot of enthusiasm, he is very passionate about what he does and i would not hesitate to hire him again in the future.
Richard was an excellent addition to our team. His flair for design exceeded our already lofty expectations but his positive attitude and contribution towards other team members was a bonus.
He was a pleasure to communicate with and delivered a high volume of work which always surprised and delighted us.
We would love to have Richard back again in future and I would have no hesitation in recommending him to anyone looking for a creative and proactive designer.
Richard really helped us improve our design and design processes across our product portfolio. He spent his time with us developing and implementing our design system, visual language and information architecture for the redesign of our products.
He is very passionate about his work which helped him gain a deep understanding of what we do. Also, he really gets work done! Working closely with the team he was able to work on multiple design tasks at once, getting hifi designs and prototypes together for user testing and development quickly and of high quality. I wouldn’t hesitate to recommend or employ Richard in the future!