BBC

BBC Now: Delivering a better customer experience, faster

Red Badger is bursting with creativity... and makes the complicated straightforward

Eleni Sharp

Product Manager, BBC Homepage

BBC

The project

How the rapid prototyping model helped the BBC to uncover new ways to engage its audience


Challenge

Nine million people visit the BBC Homepage each week but most use it as an access point to specific information and miss lots of valuable and relevant content. And, although personalisation tools are available, less than 10% of visitors use them.

Tasked with finding new ways to engage consumers, BBC Connected Studio was looking for creative ideas that would make it easier for visitors to the site to find content relevant to them.

A wireframe from our original pitch focusing on timeline

Connected Studio was looking for smart ideas that could be built and tested quickly - the kind of challenge our rapid prototyping model is made for.

Cain Ullah, co-founder, business operations, Red Badger


Solution

The concept Red Badger came up with was effectively a fast lane. A real-time stream of BBC content delivered to the homepage, in bite-sized chunks, the instant it’s published.

Combining this with the semantic web, allowing data to be shared across platforms and communities, means the content is refined as the site ‘learns’ more about what a user accesses and how they interact with it.

The concept appealed because it allowed us to showcase much more content without overcomplicating the existing site. Plus the feed learns from the user's behaviour and becomes more and more personalised the more it learns.

Eleni Sharp, senior product manager, Homepage, BBC Connected Studios

Early sketches and design exploration of fast lane
Creative workshop

Business benefits

For Connected Studio the key metric was the feedback from consumers and overall the reaction was very positive. The concept was proven to be easy to understand, and more than 75% of users agreed the concept was appealing; nearly 50% said they would be very likely to use BBC Now if it went live.

Fast lane in pilot
Getting ready for user testing at the BBC's lab in Salford

BBC Now has generated a lot of interest and we are already looking at how we can integrate some of the themes into the site moving forward. We are committed to delivering the best customer experience we can and we believe that innovative new products and platforms are central to this.

Eleni Sharp, senior product manager, Homepage, BBC Connected Studios

The tech

The team

David Wynne
David Wynne

COO/Founder

Joe Stanton
Joe Stanton

Tech Lead

Sari Griffiths
Sari Griffiths

CDO

Stephen Fulljames
Stephen Fulljames

User Interface Developer

Samera Butt
Samera Butt

Test Manager

Tom Harvey
Tom Harvey

User Experience Designer