UPC Interactive Television

UPC are Europes largest iTV service provider. Frontend worked with UPC to ensure that their Interactive Entertainment Guide and integrated Chello email and web interfaces were easy to use...

UPC is one of the largest Digital TV providers in Europe. In 2000 they launched the pilot release of their Interactive TV service in Amsterdam. This service incorporated interactive entertainment services such as Pay-per-view movies and Video-on-demand as well as email and eCommerce services from ISP partner Chello. Frontend were commissioned to evaluate the usability of the interface prior to the pilot release. All user tests were to be carried out locally in Amsterdam and in both Dutch and English.

Frontend carried out an initial analysis of the system and designed a test plan.  A recruitment agency in Amsterdam was enlisted to source and schedule the suitable test participants. Testing was carried out in a dedicated test facility in Amsterdam, first in English and then, using a trained natural speaker, in Dutch. This allowed us to evaluate not only the usability of the task-flow, but also to carry out a complete phrase audit of the interface in both languages.

The focus of the testing was on the users understanding of the on-screen information and navigation options; however we also evaluated how the users’ interaction with the remote control effected their viewing experience.

The tests highlighted several issues regarding the interaction between on-screen navigation and the design of the remote control interface.

Frontend provided the following services:

• Heuristic Evaluation
• User testing
• Phrase Audit
• Design Consulting

The results of the tests were incorporated back to the design and development teams.

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