User research and actionable findings for BT TV

About our client

BT TV is a leading pay-TV broadcaster in the UK and BT Sport is a major Sport broadcaster presenting exclusive and major sporting events across the UK and Ireland.

What our client wanted

Bunnyfoot has worked with both BT TV and BT Sport since 2016 to help design a truly customer-centric user experience across all their platforms. Bringing our user centred design approach, we helped BT TV and BT Sport develop truly mobile platforms where all customers can enjoy and use BT TV and BT Sport wherever they are on their mobile phone, tablet and television.

BT TV and BT Sport wanted to:

Ensure navigation is intuitive across all devices
All features of video playback were accessible and added to the user experience
The interface enticed and encouraged users to engage in new content.

What we delivered

Stakeholder workshops to create consensus and to develop a design strategy within their product team
Over 80 usability tests evaluating designs on mobile, large screen (TV), Xbox and PlayStation over the course of a series of projects in both London and Sheffield
3 card sorts generating a new customer-focused information architecture for BT Sport and BT TV
2 surveys circulated between BT TV customers establishing key user types
Recruited 25 participants across 15 households to do a diary study to intricately understanding how users interacted with BT TV and broader media in their own home
Developing 4 key personas to illustrate the main user types
Actionable reporting to maintain direction and keep stakeholders up to date

Image showing BT TV home page that was developed following research undertaken by Bunnyfoot. — *Usability testing, card sorting, surveys, a diary study, and representative personas helped us to shape the BT TV user experience to be usable and user centred.*

The results

Evidence to inform their future design strategy, so they can continue to optimise and develop customer centric products
Increased understanding of their different types of users, their needs and perceptions they hold about BT TV and BT Sport
Understanding of the usability of their products, the severity of any issues and a clear path to resolving issues prior to development and release
Understanding of their users’ requirements and the relationship between their business goals and technical constraints
Evidence about existing processes and designs that are proven to work well

Over the past several years, Bunnyfoot have played a vital part in our design processes. They always quickly understand our ambitions and advise on the best approaches for us to be able to achieve the best possible insights, making sure we test our proposed solutions with people that are representative of our user base. We truly see Bunnyfoot as a part of our extended team.
Kevin Halley
Head of Product Design for BT TV & BT Sport