Linear content, including live TV and other scheduled content, is increasingly being delivered to consumers via the internet. This move is driven by the increased flexibility and functionality offered by internet-delivered TV. But for some older users, this often comes with increased complexity, unfamiliar navigation, and usability barriers that undermine confidence and independence. This usability testing project, commissioned by Ofcom and delivered by DTG and i2 media research, explored whether these challenges are inevitable or whether they can be overcome through human-centred design, rooted in an understanding of learning, habit and behaviour.
The project involved conducting user tests on small number of participants and initial results revealed significant barriers to accessing current smart TV functionality. There was a sharp reduction in usability as participants moved from traditional navigation using channel numbers to other methods such as electronic programme guides and on-demand services. While all participants could access live TV via channel numbers, many encountered barriers with newer systems. These difficulties stemmed not from lack of interest, but from design issues such as interface complexity, unfamiliar terminology, and inconsistent feedback.
Furthermore, the project demonstrated that the issues encountered are not peculiar to today’s older users alone. Reduction in dexterity while handling remote controls, and impairments to sight, hearing and cognitive functions such as working memory, all of which tend to increase with age, all impacted their TV use.
Based on the user experiences collected during the tests, a simple prototype was built and evaluated with a cohort of the original group to access improvements it provided to their experiences. The results show that significant improvements to IPTV usability in older and digitally less-confident viewers can be achieved through simple and targeted design changes.
The report concludes by prompting a timely response by stakeholders to proactively address the potential for digital exclusion particularly among older users due to the issues identified by considering the design principles demonstrated.
Ofcom has been working to understand audiences’ behaviour and experiences as the take-up of IPTV grows. This comes into sharper focus as Government considers the future of TV distribution in the UK. We have also today published a piece of research which looks to better understand those people who do not take up fixed broadband in their home.