User Experience & Design Research

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BBC TV on-demand across multiple devices

BBC iPlayer is a massively popular UK-only Internet TV on-demand service which has provided people with a new ways of consuming TV and radio programmes.
Last check there were almost 2 million on-demand views per day.

The service was initially launched via PC but BBC's remit was to provide availability across many devices - Interactive TV, Mobile phone and iPhone platforms were next to be launched.

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The BBC needed real insight into how people would use the service on these devices and to understand what they want from the experience.

Our main role was to inform the design teams of the attitudes and behaviours of the audience and how they would most like to engage with the service on each of these platforms.

We ran usability studies with dozens of people representing the spectrum of the BBC audience. Observing people using the products and understanding ways people expected the vast array of content to be categorized, presented and navigated.

Analysis following each round of interviews revealed fresh insights into user attitudes and behaviours.

We worked directly with the BBC interface design team, making recommendations based on these insights, feeding directly into improvement of the prototype.

Our insights enabled the BBC design and marketing teams to move forward, knowing they were building what people wanted; their proposition was being communicated on their audience’s terms and that the interface was intuitive and coherent across these platforms.

Complex design issues were resolved, features and functions were prioritized and content structured in alignment with audience expectation and behaviour.

Agency: What People Want. London
Client: BBC UX&Design.

Design Research - Usability - User Centred Design - Ethnography
Consumer behaviour - Customer experience

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