Episode 3: Delivering incredible user experience: How we do it?

Published on 03/01/2020

Category: Innovation

We all love our long drives to the final destination if the roads are smooth; nothing can beat the satisfaction of great experience in your journey. Similarly, User Experience (UX) is like a road where the user travels on your platform. Nothing can replace the value of a great UX. It is like the first impression of your platform, and if you can make it simple and easy for the customers to navigate on your platform, then you surely have a great UX. User experience is how a person feels when interacting with a system. However, getting it right is a big challenge, and only a great team that sticks to the best practices can deliver it right most of the time. 

At Enghouse Networks, we have a highly-skilled dedicated UX team that built and continue to evolve the Emmy Award winning Elevate UX. We follow these eight mantras to deliver an incredible user experience.


1. Stick to key philosophies- These philosophies are like the four strong pillars of the UX design

  • User Empathy: Keeping the user at the centre of your UX design. Create and understand a variety of personas, consider them while designing new features, and finally map the personas to user journeys to alleviate pain points.
  • Easy to Learn= Easy to Use: Have clarity on the user journey, then accordingly create a relaxing environment. Make sure to avoid clutter with visual hierarchy and content grouping.
  • Consistent Experience: Re-use similar patterns and behaviours across screens to familiarize users to the interface by reinforcing similar patterns and actions with animations.
  • Flexile design: Plan for future extensions and changes.


2. Design for usability- Always keeping the users at the centre

  • Take feedback from the actual users
  • Understand and prioritize user journeys by identifying common paths and behaviours. For example, more important to find and watch a program than modifying the buffer time of a recording.
  • Check designs on the screens they will use the most — for example, HD TVs at 10ft away from the screen.
  • Conduct usability testing regularly and keep the framework flexible, which will allow for changes to improve usability.

A very common journey performed by a user is to search for a program. Elevate’s UX makes the search easy for a user by prompting trending shows.

3. Adopt industry leading practices for usability testing- We have moved from the big, infrequent test model to adopt a newer usability testing method we find much more effective and better aligned with real product development and deployment

  • Properly reflect the target audience for usability testing. Keep it shorter and targeted.
  • Keep it qualitative instead of quantitative. Choose a small sample group, ask them about their opinions and experiences. Frequently practice A/B testing.
  • This approach aligns well with the Agile model.
  • A practice of continuous improvement by looking for issues, solving them, and doing it again.


4. Innovate using UX Design Sprints- Our UX team carries out design sprints when tackling a specific usability problem or new idea.

  • 5 phases of the Design Sprint:

Research – Goals, personas, existing product, competition
Diverge – Explore many solutions, broad scope
Converge – Hone in an ideal solution
Prototype – Appropriate fidelity to reach a goal
User Testing – Test solution, validate, further customization                           

  • The UX team consults the stakeholders during this process.
  • The length of the sprint is determined by the complexity of the task. Mostly five days or sometimes three days.


5. Design for consistency- always feels comfortable for the user

  • Make it predictable: if the user can predict what is going to happen, they learn to trust the experience
  • Respect the platform & the user’s experience with it
  • Balance consistency with the platform experience, and consistency between platforms within the app
  • Important to provide an iOS experience to an iOS user and an Android experience to an Android user.

Delivering iOS experience to iOS iPad users.

6. Design for multiple platforms- Mobile: Multiple parameters to consider while designing for multiple mobile platforms.

  • Phone vs. Tablet
  • Landscape vs. Portrait
  • The physical size of phones and tablets
  • Multiple resolutions
  • Multiple aspect ratios
  • Multiple software versions
  • Device-specific quirks like the iPhone X notch
  • iOS & Android

The Elevate app- designed for users preferring to consume content on mobile phones. Check out more features of elevate app here

7. Design for multiple platforms- TV

  • SD & HD TVs (depending on the user base)
  • Small & Large TVs
  • Multiple operating systems – Roku, Android, Apple TV, Fire TV, etc.
  • Multiple software/hardware versions
  • TV remotes pose a unique design challenge
    • Vary between limited button sets and an excessive amount of buttons
    • Usually six common buttons (d-pad, select/ok, back), the system should work with only those buttons
    • Apple TV has a new navigational paradigm with the touch surface


8. Always ensure best practices

The bottom line is that UX design is hard in general, but with a proliferation of devices, interfaces and engagement models, it is getting even harder.  With the right team and the right focus, then the UX can hit all of the objectives and offer a truly differentiated experience, and that is what the Enghouse UX team is great at.

Want to see our UX in running? Contact Us Here.

Mick McCluskey

VP Product Management

Mick McCluskey

VP Product Management

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