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EMPLOPYER PROJECT

EMPLOPYER PROJECT

GROUP

GROUP

CONEPTUAL

CONEPTUAL

Sky Glass

Sky Glass

Sky Glass

Designing an inclusive voice onboarding experience to improve confidence, discoverability, and accessibility

Designing an inclusive voice onboarding experience to improve confidence, discoverability, and accessibility

PROJECT OVERVIEW

PROJECT OVERVIEW

Designing an Inclusive Voice First Onboarding Experience


Designing an Inclusive Voice First Onboarding Experience


A blue-sky thinking group project with Sky Tv exploring a fully voice activated TV experience. We focused on designing the onboarding flow to build user confidence, improve feature discoverability and make the experience more inclusive.

A blue-sky thinking group project with Sky Tv exploring a fully voice activated TV experience. We focused on designing the onboarding flow to build user confidence, improve feature discoverability and make the experience more inclusive.

The Problem: Customers using Sky OS’s voice control features often face challenges with recognition accuracy, discoverability of features, and consistency in experience across different regions and languages. This leads to frustration, underutilisation of voice capabilities, and a drop in overall user satisfaction. There is a need to design a voice control experience that is intuitive, inclusive, and optimised for a global audience to increase feature adoption and improve the overall product experience

The Problem: Customers using Sky OS’s voice control features often face challenges with recognition accuracy, discoverability of features, and consistency in experience across different regions and languages. This leads to frustration, underutilisation of voice capabilities, and a drop in overall user satisfaction. There is a need to design a voice control experience that is intuitive, inclusive, and optimised for a global audience to increase feature adoption and improve the overall product experience

SOLUTION

SOLUTION

We designed an interactive onboarding flow for Sky Glass that introduces users to the voice assistant in an inclusive, personalised, and intuitive way.

The flow acknowledges different user need through voiceprints, contextual awareness, and guided prompts, helping users understand and adopt voice control features from the start.

We designed an interactive onboarding flow for Sky Glass that introduces users to the voice assistant in an inclusive, personalised, and intuitive way.

The flow acknowledges different user need through voiceprints, contextual awareness, and guided prompts, helping users understand and adopt voice control features from the start.

Role

UX / Product Designer

Role

UX / Product Designer

Platform

Sky Glass

Platform

Sky Glass

Project Type

Blue-sky

Project Type

Blue-sky

Focus

Onboarding

Focus

Onboarding

USER INSIGHTS

USER INSIGHTS

Users trust voice control more when it adapts to them — not when they have to adapt to it


Users trust voice control more when it adapts to them — not when they have to adapt to it


Research was conducted to understand how users interact with voice controls in everyday life and where current TV experiences fall short.


Research Focus

Accessibility Barriers

Within the current Sky voice UX

Support Features

Which features users value most

Learning & Adaptation

How users learn voice commands

Key Interview Findings

Voice Usage

4/5 users regularly use assistants (Siri, Alexa) for quick tasks

Expectations

Accuracy and accent flexibility are critical

Frustrations

  • Recognition errors (4/5)

  • Over-activation (2/5)

  • Shallow or unhelpful responses

AI vs Voice

3/5 prefer AI driven search for more relevant results

User Behaviour

Users repeat or rephrase commands before switching to manual input

TV Discovery

Often happens outside the platform; users want better in TV discovery tools (mood based search, trailers, "similar to X")

Persona

To ground accessibility decisions, we designed with an inclusive primary persona in mind


To ground accessibility decisions, we designed with an inclusive primary persona in mind


Jerulie Morgan age 10, blind in one eye, experiences seizures due to a neurological condition, and has autism spectrum sensitivity

Assistive Technology Used

  • Screen readers and voice guidance

  • Smart speakers (Google Home, Alexa)

  • Assistive apps such as Seeing AI

  • Screen readers and voice guidance

  • Smart speakers (Google Home, Alexa)

  • Assistive apps such as Seeing AI

Goals and Motivations

-> Enjoy entertainment without frustration or exclusion

-> Navigate technology independently

-> Access content suited to her accessibility needs and age

-> Feel safe and in control, especially after medical episodes

-> Rely on accessibility features that work consistently

-> Enjoy entertainment without frustration or exclusion

-> Navigate technology independently

-> Access content suited to her accessibility needs and age

-> Feel safe and in control, especially after medical episodes

-> Rely on accessibility features that work consistently

Pain Points

  • Inconsistent audio descriptions

  • Overly visual, complex TV interfaces

  • Difficult to use remotes

  • No personalised acessibility profiles

  • Limited age appropriate content with reliable accessibility support

  • Inconsistent audio descriptions

  • Overly visual, complex TV interfaces

  • Difficult to use remotes

  • No personalised acessibility profiles

  • Limited age appropriate content with reliable accessibility support

IDEATION

IDEATION

Several concepts were explored to improve inclusivity and usability across user needs and contexts

Several concepts were explored to improve inclusivity and usability across user needs and contexts

Inclusive Interaction

An assistant acknowledges user input and confirms understanding, creating a natural conversational flow.

An assistant acknowledges user input and confirms understanding, creating a natural conversational flow.

Contextual Awareness

Sky Glass identifies the primary viewer and adapts prompts, recommendations, and tone accordingly.

Sky Glass identifies the primary viewer and adapts prompts, recommendations, and tone accordingly.

Personalised Experience

Voiceprints allow the system to recognise individual users, improving accuracy and enabling tailored responses.

Voiceprints allow the system to recognise individual users, improving accuracy and enabling tailored responses.

Voice Control Guidance

Embedded prompts and examples help users learn what voice can do without requiring external tutorials.

Embedded prompts and examples help users learn what voice can do without requiring external tutorials.

WIREFRAME WORKFLOW

USABILITY TESTING

Testing Overview

Testing Overview

Method

3 moderated usability tests

Participants

Children aged 7-13

Duration

~ 15 minutes per session

Key Issues and Design Implications

Key Issues and Design Implications

Voice and Content Control Concerns

Severity 5

Parents wanted filters on both voice and interface.

Design Implication

→ Added content filtering and child friendly assistant tone.

Setup Complexity

Severity 4

Children were confused by unclear prompts.

Design Implication

→ Simplified activation and structured steps more clearly.

Parental Control Priorities

Severity 3

Parents wanted quick, voice-enabled setup.

Design Implication

→ Integrated voice-based parental setup

Profile Privacy Confusion

Severity 2

Uncertainty around personalisation and data use.

Design Implication

→ Clear privacy reassurance during onboarding.

OUTCOME

Final Design

Final Design

The final design delivers a voice first onboarding experience that feels welcoming, inclusive and easy to understand.

The final design delivers a voice first onboarding experience that feels welcoming, inclusive and easy to understand.

Key Improvements

Key Improvements

Guided voice onboarding that builds confidence

Step by step introduction to voice features with clear examples

Personalised interaction through. voiceprints

System adapts to individual users and their preferences

Clear discovery of voice capabilities

Users understand what they can ask and when

Accessibility first design without added complexity

Features built in from the start, not hidden away

Impacts

Impacts

While conceptual, this design demonstrates how inclusive onborading could improve the Sky Glass experience.

While conceptual, this design demonstrates how inclusive onborading could improve the Sky Glass experience.

Increase Adoption

Voice control feature usage

Reduce Frustration

Recognition errors and fallbacks

Support Accessibility

Broader range of user needs

Improve Satisfaction

Overall Sky OS experience

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