Conduct a Heuristic Evaluation of the Ignite TV Second Screen app to identify issues and areas of opportunity/improvement.
Project Details
Timeline: 3 weeks
Deliverables: Analysis Document With Supporting Images, Findings PowerPoint
Tools: Second Screen App, Google Sheets, PowerPoint, Screen Capture Software
Project Phases: Outline Tasks • Test App • Identify Opportunities • Create PowerPoint
Team: Przemek Jalowski, Ron Perrault
Business Objectives
In order to retain and attract customers, the app needs to be in working order thereby reducing churn and customer calls.
The Heuristic Evaluation was important in order to identify issues, and allow the appropriate departments to understand and fix each issue, before it can negatively affect the user.
User Objectives
Enable customers to easily and effectively access Rogers content on their mobile devices.
Ensure there are no bugs and everything is placed in a logical location, making the experience smooth.
My Role
I was responsible for identifying tasks, testing each feature, recording outcomes and creating a detailed report to be consolidated into a PowerPoint to be shared with other departments for debugging.
The Problem
People are not using the app, or if they are, they are not spending a lot of time on it. The platform is relatively new, and therefore solid metrics are not available.
The goal of the project owner is to get a proper analysis of user uptake, leading to a round of improvements, and fixes. However, before that can be done, an analysis needs to be conducted finding places of opportunity, gating issues and sticking points for the customer.
Discover
RESEARCH
Video content apps such as; YouTube, Netflix, Amazon Prime, Bell, and Vimeo were looked at to discover trends, best practices and conventions. They were also used to study user and navigational flows, make note of successes and failures of each app, manage expectations of our own app, and see what users are accustom to and how closely our app can match it. Or if it functions differently, is it an improvement.
Video content apps such as; YouTube, Netflix, Amazon Prime, Bell, and Vimeo were looked at to discover trends, best practices and conventions. They were also used to study user and navigational flows, make note of successes and failures of each app, manage expectations of our own app, and see what users are accustom to and how closely our app can match it. Or if it functions differently, is it an improvement.
INSIGHTS
Through research we discovered the app should be clear in its labeling, navigation and offerings. Each asset should be easy to find, and the user should have an easy way to leave the app or find help if they get lost or cannot complete a task.
Through research we discovered the app should be clear in its labeling, navigation and offerings. Each asset should be easy to find, and the user should have an easy way to leave the app or find help if they get lost or cannot complete a task.
CONSTRAINTS
The biggest constraint to this project and the effectiveness of it, is the fact that the Ignite TV Second Screen app is based on the Comcast app. Although all issues and questions were noted, some features are directly tied to the Comcast base app and therefore could be changed or modified by Rogers.
The biggest constraint to this project and the effectiveness of it, is the fact that the Ignite TV Second Screen app is based on the Comcast app. Although all issues and questions were noted, some features are directly tied to the Comcast base app and therefore could be changed or modified by Rogers.
Deliverables
Once all the issues and how to complete each task was identified, suggestions were made for resolutions. Using a basic chart, plotting the severity and frequency of each issue, a status of “severe” “moderate” or “minor” was given to each issue as well as level of effort to resolve the problem. All this information was consolidated into a PowerPoint featuring a chart of the biggest issues sorted in the order they should be completed. For more detailed information, each issue was outlined in its own slide. Suggestions for resolution, a label detailing severity, the platform affected (mobile and/or web), and example screens were featured on each slide.
Next Steps
Following the completion of the report, steps were taken to resolve the issues outlined within. Page structure, and supporting documents were then updated and a visual re-haul was completed.
