Together fellow student Lauren Muxworthy and I created a personalised viewing experience that gives you more of the TV you love. We created the My Sky iPad application for Sky+ customers, consisting of the redesign of some of Sky's existing features combined with our own concepts. We gathered some key research insights to inform our design decisions, which allowed us to create a service that had intrinsic value to both the customer and the brand. Our primary concept was called My Hub. This allowed each individual family member to create their own personalised account, offering them TV recommendations and suggestions based on their viewing habits.  The micro-profiling concept of My Hub resulted in each individual user receiving a personalised sky service that aims to help users feel more recognised by the brand, also ensuring that the service was personalised to the individual as opposed to the family.

My Hub enables Sky to develop their knowledge of individual users, different demographics and their viewing habits. The Hub allows users to record their favourite programmes within their own private recording space. Over time, increasingly personalised TV suggestions are made. This gives the user the opportunity to explore exciting new content, resulting in a more bespoke service. The recommendations feature aims to encourage users to record or set reminders for their favourite programmes, allowing the user to make the most of their Sky subscription. My Hub also displays trending series that are popular amongst other Sky users within the same demographic. We felt this feature would increase engagement with sky customers by offering suggestions that may not be the users usual viewing choice, encouraging them to consider increased and/or alternative TV choices. We also implemented Live TV recommendations that suggest TV programmes in real-time according to their viewing history, improving the casual TV viewing experience.

We also created a Channel Substitutions concept, based on the idea that users could exchange channels they don't watch for ones that they would get more use out of, adding a further level of personalisation to the Sky service. This could result in users viewing more regularly by having access to channels they prefer. We also implemented a credit system, whereby a user's monthly underspend would be redeemable against box office movies. This would ideally encourage users to explore the Sky box office more regularly and potentially purchase additional movies.  My Sky allows users to view bills, arrange an engineer visit or even seamlessly upgrade your package from one convenient location. The bill payer is the only user to have access to account details, ensuring that there are no unauthorised changes made to the package. Ultimately, we wanted to create a service that allowed users to feel appreciated by the sky brand, receiving a valuable service that gives them an optimum TV viewing experience.

 

Blog link: http://numysky-laurentamzin.blogspot.co.uk