Improving the Linear TV-experience in Streaming app
Customer→ Strim
Contributions→ Project lead
→ UX Research
→ UX Design
RiksTV is a long-established provider of linear TV in Norway. Over the years, the company has adapted to the streaming revolution by developing apps to modernize its offerings. However, their average customer is around 70 years old, a demographic that often lacks technical expertise and has deeply ingrained habits tied to traditional TV viewing.
Strim, a sister company of RiksTV, shares the same technological foundation but targets a younger audience. Despite these differences, user research revealed a shared need across both customer bases: the absence of a traditional TV guide. Addressing this feature became a priority, not only because it was complex but because it was critical to the user experience.
ProcessTo address the challenge, I conducted user interviews and observations to understand pain points and the user journey. Collaborating with developers, we analyzed technical constraints and industry standards to ensure viable solutions.
I crafted concepts, iterated based on findings, and refined ideas through co-creation sessions with customers, including a card-sorting exercise for a clear information hierarchy. After developing an MVP, usability testing at RiksTV’s lab provided feedback for improvements. Working closely with developers, I optimized the TV guide for production and monitored post-launch usage to learn from behavior and further enhance the solution.
Results
The project resulted in a fully functional TV guide integrated across multiple platforms, including mobile devices, tablets, Apple TV, and web browsers. From the moment it launched, adoption was high, with customers quickly embracing the feature and continuing to use it regularly.
The release also led to a noticeable reduction in customer complaints and an influx of positive feedback. Beyond immediate customer satisfaction, the project contributed to Strim winning the 2022 EPSI award for “Norway’s Most Satisfied TV Customers,” with the improved linear TV experience recognized as a key factor in this achievement.