Redbox Instant

Document

Redbox Instant by Verizon 2.0

Problem

Customers of video streaming services report difficulty in deciding what to watch.

Insight

Video sells video. A video clip is more helpful than cover art when browsing and selecting something to watch.

Inspiration

The old school model of flipping through channels on cable tv made selecting what to watch feel lower stakes.

Solution

An interface that mimics the channel flipping experience while still providing the flexibility of a streaming service.

Process

The team reviewed customer insights and then held group brainstorming sessions with design and product teams.

The design team collaborated on sketches and mock ups based on the insight that video sells video and my idea for the channel flipping concept.

Our design technologist prototyped the channel flipping concept for usability testing.

The product team had been skeptical of the concept but usability testing confirmed that the ‘always on’ channel flipping concept helped with content discovery.

Next I worked with my Design Director to socialize the designs with leadership and engineering stakeholders.

I was named lead for the 2.0 project and worked to split up the work into releases to start shipping to customers.

My Role: Redbox Instant was a streaming service created as a joint venture between Redbox and Verizon. Initially I was brought onto the team as the lead for the Web and Mobile Web experiences but was later made lead of the cross-endpoint 2.0 initiative.

Stakeholders: CEO and Product team for the joint venture, Design Director, Head of Marketing, Engineering teams for 4 endpoints

Solution

Results

The service was sunset due to financial reasons prior to the full launch of the 2.0 experience but there were initial launches which showed promising experience metric improvements.

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Average monthly streaming engagement increased by 4.6 hours.

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Star rating for iOS app increased by 2 stars to 4.5 stars.

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5 US patents issued for designs from the 2.0 initiative.

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60 day stick rate improved by 11%.