Voice for TV
An Emmy award winning experience for television
Background
With billions of Voice commands a year on Xfinity’s entertainment platform, they have an experience that delights their customers. As people continued to use this experience, we learned that customers that engaged with Voice had better engagement and helped with customer retention.
We wondered how we could support these behaviors. As we worked to evolve the experience with new technology features, we also started to begin to evolve the experience across different customer types. For those who never used voice, how could we get them to engage with it for the first time? And for those who already use it, how could we help them use it more?
Outcomes
Design system for Voice on TV that supported additional utterance and responses
Targeted experiences that meet customers where they are, through their traditional usage patterns that we discovered through data & research
2016-2017 Emmy award for Contextual Voice Navigation for Discovering and Interacting with TV Content for our Voice experience
Globally used system now used for millions of customers across Xfinity, COX, Rogers, Videotron, and Sky
Role
Led team to bring initial voice remote experience to customers
Worked with the team to find ways to evolve experience as features and usage increased
Created personas for voice usage to target people who never used the system differently from those that were frequent users
Collaborated closely with Product leadership to ensure experience was deeply rooted in UX Research findings
Drove exploration around innovation in this space for new use cases like hands free scenarios
Be sure to check out the physical Remote work that importantly partners with this digital work.
Moving the voice interface to the top allowed the interface to be more contextual to onscreen
States of voice feedback
An educational moment to help people use voice better
User testing in Universal Studios Orlando
Education moments in Xfinity X1
Design patterns for voice
Lower third feedback and secondary pivots
Before and after of the voice system