Customer Journey Map

We created a customer journey map based on our research to illustrate the journey that a standard sky+ user may go through on a daily basis. This customer journey map covers how users utilise sky features such as recording/ reminders, how users base viewing on their mood/ the mood of co-viewers and the use of second screens and social media during TV viewing. 

Wearable Tech, Mood & TV Viewing

Self-quantification tools can help us understand more about ourselves, ultimately leading us to improve our daily functioning and quality of life. TV programmes can greatly alter your mood, potentially even in the wrong direction. That’s not right. If we utilise technology that can monitor your mood, we could develop a way to chose TV programmes to positively influence user moods. Whether you want to be happier or more depressed, chuckling or chattering. 

Most of the wearable tech you can strap on your wrist or put in your pocket focuses on physical health e.g. how many steps you take a day, or how much you're tossing and turning at night. The latest generation of wearables are attempting to go a little deeper and keep track of how you're feeling.

It's not clear how useful this type of information is over time without context, if the data can be translated into TV viewing or a "smart home" it could influence our lives positively. Once the data is pulled, it can find correlations and trends and not only display its meaning, but make predictions that can give us even greater, more proactive insights. This could be translated into the TV viewing context, where the service can proactively predict the TV programmes it knows you will want to watch at the right time.

You can imagine an Android Wear powered device that becomes connected to the home in a very seamless, data-driven way. Your wearable device would know that you have had a very stressful day and that you are heading home. Your connected house knows that you’re on your way home and can turn down the lights, turn on your favourite TV programme and play calming music to adjust the environment automatically based on your mood, before you even walk in the door.

Moodmetric

Moodmetric is the combination of a mood tracking smartphone app and a biometric sensor. The device can isolate specific emotions, letting you know if you've been angry or stressed, for instance. "By naming those feelings, Moodmetric allows people to get to know themselves better," Niina Venho, COO of Moodmetric, told International Business Times UK. The ring measures the way your skin changes based on autonomous neurological activity. It interprets the data it gathers as emotional information, then logs it, kind of like a FitBit for your emotions.

The Moodmetric ring shows your instant mood level. Measurements are shown in a scope curve that provides an online view of your emotional reactions. Additionally, measurement results are interpreted from the past 5 minutes to form a Moodmetric score ranging from 0 to 100, where 100 would be your highest emotional level. During the day your emotions add up. If your emotional load becomes high, you can lower it by using the included deep relaxation exercise.

Spire

Spire clips on to a belt or bra strap – anywhere close to your body – and uses your breathing patterns to work out how stressed or relaxed you are. With this data to hand, it can then use the accompanying smartphone app to get you into a more peaceful state of mind or improve your focus. It’s able to track the steps you take and how often you’re active as well, while the 7-day battery can be charged wireless for extra convenience.

KipstR

KipstR automatically sets TiVo boxes to record whatever you’re watching if you fall asleep in front of the box. The wristband uses a pulse-oximeter to sense if the wearer is asleep or awake and then mimics the users’ TiVo remote control to pause, record or resume a show appropriately. Once KipstR establishes the wearer has fallen asleep, the band mimics a TiVo remote to pause and record the show that is currently being watched. And if the person wakes up, the show will resume. Additionally, once a show is being recorded, other people in the family can change the channel without interfering with this recording. 

"With emerging new technologies, it is possible to create almost anything, such as emotionally intelligent entertainment systems that can suggest shows based on your moods, or even harnessing brainwaves to control your television." - Neil Illingworth, head of advanced technology and innovation at Virgin Media

• KipstR measures a user’s heart rate to detect sleep before communicating with TiVo to pause and record the current programme being viewed. When the user’s heart rate rises to ‘awake’ levels it can trigger Virgin Media’s TiVo boxes to resume the programme. 
• The current KipstR prototype features using a spark core chip, pulse-oximeter, push button, sleep mode indicator and a small LiPo battery. 
• The spark core chip at the heart of KipstR processes all the data from the pulse-oximeter, dictating when the band triggers TiVo to record, pause or re-play. 
• The flexible outer casing of KipstR is 3D printed using an Objet Connex 3D Printer using a new, resin called Polyjet which is more robust than the rigid plastics used by most 3D printers. 
• Wearable technologies such as KipstR could also be used to monitor wearer’s emotional reactions to their TV viewing, helping TiVo learn & tag programmes that evoke the strongest responses from the wearer. 
• Virgin Media is exploring how KipstR could sleep-control other connected devices in the home including powering up & down devices and controlling customers central heating, helping save time and money.

Jinni

Jinni is a site that classifies movies using factors like mood, place, time period, and plot. It calls this selection process its “movie genome project.” Users search and browse by these factors and the site gives recommendations based on their preferences as they use it. Jinni provides its Users with the ability to search titles through it's powerful search engine, the Entertainment Genome, receive recommendations as well as rates and reviews movies, videos and television shows, and discuss these titles with other Users. Using proprietary semantic technology, the Jinni search engine takes you inside the plot, mood, style and more for a search that reflects how we think and talk about movies, videos and television shows. Jinni analyzes and understands the world’s digital entertainment content using thousands of semantic tags to deliver truly personalized recommendations based on viewers’ tastes and viewing history. 

It’s mood-based search is definitely what sets the application apart from an increasingly crowded market. “A lot of searches today are based on meta-tagging: genre, director, product, actor. But you can’t go and search for a movie based on your mood – saying, ‘I’m in the mood for something sarcastic, funny, and about people growing up in the 1960s.’ That’s something you can do with Jinni.” - Aya Shapir, marketing manager for Jinni.

"The Entertainment Genome" 

Taste in film and television is complex and individual. Yet the usual way of cataloging movies, by titles, people, and genres, ignores all the subtleties involved- as if you'd like a movie just because it's a Drama or stars Vince Vaughn. That's why their team of movie and TV professionals created the Entertainment Genome, an ambitious, ongoing project within Jinni to map more aspects of movies, shows, and semi-professional videos than ever before - so that all different viewers can match their personal tastes and moods, and find what they really want to watch next. The Entertainment Genome powers the search, recommendations, Entertainment Personality and more on Jinni.

The "Genome" is broadly divided in two: Experience - the mood and tone of the content - and Story - plot elements (One man army, Battle of the sexes), structures (Nonlinear, Story-within-a-story), flags (Violence, Nudity) and more. The Genome also includes many external aspects like awards. The starting point of the Entertainment Genome is manual tagging by the team of film professionals. Each title has around fifty genes, among thousands of possibilities. Then, using advanced machine-learning technology and Natural Language Processing, Jinni's system indexes new titles automatically by analyzing crtics reviews, user reviews and metadata.

Jinni isn't a social network, it's a service meant to mirror how people experience media - and they've included dialogue about movies and shows as part of that. Jinni makes recommendations by comparing your Entertainment Personality and the genes of all the titles in our catalog, figuring in your preferences and various elective filters. Put simply, if you have the genes for Gloomy Love Triangles, they'll recommend titles with those dominant genes. As a user, you receive recommendations from Jinni, people you follow and your Taste Buddies (people Jinni identifies as having taste similar to yours).

"The Entertainment Personality" 

A complex constellation of likes and dislikes, choices and reflexes that shape your experiences of entertainment. Jinni assigns clusters of genes to each user, drawn from aspects of the content they like. These genes, along with some other measures, are continually adjusted as they learn from your ratings, reviews, and other actions on the website. Jinni present a simplified version in your Entertainment Personality Sketch. No two people will have exactly the same sketch. The Entertainment Personality types offer another benefit to the user exerience, by looking at characteristic attitudes and preferences that attract people to different classes of movies and shows the Social-Graph on any public user page compares you to other users, showing not just titles you like, but the essential traits you have in common with friends and other members of the Jinni community.

Netflix Integration

You can easily integrate search and recommendations from Jinni with your Netflix account. Here's a list of things you can do:

• Semantic search over the Netflix catalog from Jinni 
• Discovery just within the Netflix Watch Instantly catalog 
• Add titles to Netflix queue or start streaming with one click from Jinni
• Import ratings and reviews from Netflix to jumpstart Jinni recommendations from the Movie Genome 
• Import Netflix rental history so Jinni only recommends what you haven’t seen

Future

The big picture, of course, is weaving Jinni into the living room. This could be something of a content management and recommendation service for households, where each person can log in to see what shows or movies are recommended for them – and if they want to add people to that list, the engine will take that into consideration. If just mum is watching, the results will be different than if the user indicated that mum and dad were watching. Then Jinni will take both user profiles to suggest content. While Jinni has plenty of television screen aspirations, the connected TV app is still a future project and the online service remains the focus.

“We’re going to enhance our service online and introduce mobile and tablet apps, and after that we’re going to go into connected TV efforts,” - Aya Shapir, marketing manager for Jinni.

Ref: 1 2 3 4 5 6 7 8 9 10 11 12 13

Personas

User Observations

We observed three different situations to see how people watch TV, we found that the use of second screens is common as well as co-watching, watching whilst multitasking (cooking etc.) and watching whilst socialising.

Survey Results: Millennials

We are considering Millennials to be between the ages of 11 and 33.

What is your age?

18 to 24 - 81.5%

25 to 34 - 18.5%

What is your gender?

Male - 29.6%

Female - 70.4%

Do you have a TV subscription?

Yes - 18.5%
I share a subscription with my friends, housemates or partner - 14.8%
No - 33.3% 
My parent or guardian does - 51.9%

Who is your TV subscription with?

What influences your choice in TV subscription? (select all that apply)

Cost of the package and/or value for money - 33.3%
Extra services e.g. Catch up TV or Sky Go - 25.9%
The range of channels - 37.0%
TV & Internet bundle - 14.8%
I don't get to chose - 29.6%
N/A - 22.2%

Are you satisfied with your current TV subscription?

Extremely satisfied - 37.0%
I get what I pay for - 18.5%
Extensive choice of channels and/or serves but I don't make the most of it - 11.1%
Poor choice of channels and/or services - 14.8%
N/A - 14.8%
Other - 3.7% = Freeview. It's okay I guess but as we chose not to pay can't really ask for more

Roughly how many hours per week do you spend watching TV?

0-4 hours - 25.9%
5-14 hours - 25.9%
15-24 hours - 37.0%
25-34 hours - 11.1%
35+ hours - 0%

What factors influence your time spent watching TV? (Select all that apply)

Your schedule - 81.5%
What is on that week - 66.7%
Your mood - 48.1%
No factors - 3.7%
Other - 3.7% = Don't have a TV at uni

How do you watch TV? (Select all that apply)

Casual viewing - 81.5%
Plan your TV schedule based on the week's TV guide - 33.3%
Streaming service (e.g. Netflix) - 37.0%
Catch up online - 74.1%
Catch up on your TV subscription service - 14.8%
Recorded TV - 55.6%

Generally, who do you watch TV with? (Select all that apply)

Family - 81.5%
Friends - 29.6%
Housemates - 48.1%
Alone - 63.0% 
Other - 3.7% = Boyfriend

Do you discuss TV programmes with other people?

Frequently - 33.3%
Occasionally - 40.7%
Sometimes - 25.9%
Not at all - 0%

How would you discuss TV programmes with other people? (Select all that apply)

In Person - 92.6%
On the Phone - 14.8%
Messaging e.g. Text, iMessage, Whatsapp - 55.6%
Social Media e.g. Facebook, Twitter - 33.3%
Specialised Sites or Applications - 0%
Other - 0%

Who would you discuss TV programmes with? (Select all that apply)

The same people I watched with - 77.8%
Friends - 85.2%
Family - 51.9%
Strangers - 11.1%
N/A - 0%
Other - 3.7% = Colleagues

What are your favourite TV genres? (Select all that apply)

Art Television - 3.7%
Comedy - 85.2%
Cooking - 37.0%
Crime Drama - 33.3%
Documentary - 44.4%
Drama - 55.6%
Educational - 11.1%
Factual - 14.8%
Game Show - 48.1%
Historical - 18.5%
Home & Property - 11.1%
News & Public Affairs - 7.4%
Other - 0%
Political - 3.7%
Reality - 63.0%
Religious - 0%
Science-Fiction - 22.2%
Serial (e.g. Soap, Miniseries) - 37.0%
Sitcom - 33.3%
Sports - 11.1%

Give examples of your favourite TV programmes

Do you watch serial TV?

I only watch TV series - 3.7%
The majority of TV I watch is serial - 48.2%
Sometimes - 44.4%
Not at all - 3.7%

Can the appearance of your favourite actors/actresses influence your TV choices?

Yes - 22.2%

Sometimes - 55.6%
Not at all - 22.2%

To what extent does your mood influence your TV programme choice?

Completely - 22.2%
Moderately - 33.3%
A little - 25.9%
Not at all - 18.5%

Do you use the pause/rewind/fast forward function while watching TV?

Yes - 51.9%
Sometimes - 29.6%
No - 3.7%
I don't have this feature - 14.8%

What are your TV recording habits?

I frequently record series or programmes - 25.9%
I occasionally record series or programmes - 18.5%
I record programmes randomly or when I know I will miss them - 33.3%
I do not have this feature - 18.5%
Other - 3.7% = Watch TV on catch up

Do you find that there is a lack of space for recordings on your TV service?

There is not enough space available - 14.8%
Someone else takes up all the space - 37.0%
Not at all - 33.3%
I do not have this feature - 14.8%

How often do you find that being bored with your TV programmes gives you an incentive to watch and discover new programmes?

Frequently - 25.9%
Occasionally - 63.0%
Not at all - 11.1%

If you have different TV viewing habits to your family/friends/partner, how do you resolve this? (Select all that apply)

Watch TV programmes together - 37.0%
Watch TV at different times - 40.7%
Watch your own TV programmes on catch up separately - 51.9%
Don't have this problem - 14.8%

Generally, do you find that your family/friends/partner have different TV preferences?

We watch different programmes - 11.1%
We watch the same programmes - 11.1%
A combination of both - 77.8%

What Social Media site do you use the most? (Select all that apply)

Facebook - 96.3%
Twitter - 33.3%
Instagram - 59.3%
Google+ - 3.7%
None - 0%

Do you own a tablet device? e.g. iPad

Yes - 48.2%
No - 37.0%
There is one in my household - 14.8%

Survey Results: Baby Boomers

We are considering Baby Boomers to be between the ages of 51 and 69.

What is your age?

45 to 54 - 9.1%

55 to 64 - 81.8%
65 to 74 - 9.1%

What is your gender?

Male - 45.5%

Female - 54.6%

Do you have a TV subscription?

Yes - 36.4%
I share a subscription with my friends/housemates/partner - 27.3%
No - 36.4%

Who is your TV subscription with?

What influences your choice in TV subscription? (select all that apply)

Cost of the package and/or value for money - 72.7%
Extra services e.g. Catch up TV or Sky Go - 27.3%
The range of channels - 36.4%
TV & Internet bundle - 36.4%
I don't get to chose - 0%
N/A - 27.3%

Are you satisfied with your current TV subscription?

Extremely satisfied - 18.2%
I get what I pay for - 45.5%
Extensive choice of channels and/or serves but I don't make the most of it - 0%
Poor choice of channels and/or services - 0%
N/A - 18.2.%
Other - 18.2% = Range of services good but channel choice is restricted and cost of basic package too high.

Roughly how many hours per week do you spend watching TV?

0-4 hours - 36.4%
5-14 hours - 27.3%
15-24 hours - 27.3%
25-34 hours - 9.1%
35+ hours - 0%

What factors influence your time spent watching TV? (Select all that apply)

Your schedule - 63.6%
What is on that week - 54.5%
Your mood - 27.3%
No factors - 0%
Other - 9.1% = What wife is watching

How do you watch TV? (Select all that apply)

Casual viewing - 72.7%
Plan your TV schedule based on the week's TV guide - 27.3%
Streaming service (e.g. Netflix) - 9.1%
Catch up online - 18.2%
Catch up on your TV subscription service - 0%
Recorded TV - 36.4%

Generally, who do you watch TV with? (Select all that apply)

Family - 90.9%
Friends - 0%
Housemates - 0%
Alone - 54.5%

Do you discuss TV programmes with other people?

Frequently - 9.1%
Occasionally - 27.3%
Sometimes - 63.6%
Not at all - 0%

How would you discuss TV programmes with other people? (Select all that apply)

In Person - 90.9%
On the Phone - 9.1%
Messaging e.g. Text, iMessage, Whatsapp - 18.2%
Social Media e.g. Facebook, Twitter - 18.2%
Specialised Sites or Applications - 0%
Other - 9.1% = Skype

Who would you discuss TV programmes with? (Select all that apply)

The same people I watched with - 45.5%
Friends - 36.4%
Family - 72.7%
Strangers - 9.1%
N/A - 0%
Other - 9.1% = Colleagues

What are your favourite TV genres? (Select all that apply)

Art Television - 45.5%
Comedy - 45.5%
Cooking - 18.2%
Crime Drama - 36.4%
Documentary - 45.5%
Drama - 18.2%
Educational - 9.1%
Factual - 36.4%
Game Show - 18.2%
Historical - 45.5%
Home & Property - 36.4%
News & Public Affairs - 54.5%
Other - 27.3% = Cartoon, Quizzes, Movies
Political - 9.1%
Reality - 9.1%
Religious - 0%
Science-Fiction - 27.3%
Serial (e.g. Soap, Miniseries) - 0%
Sitcom - 9.1%
Sports - 9.1%

Give examples of your favourite TV programmes

Do you watch serial TV?

I only watch TV series - 0%
The majority of TV I watch is serial - 27.3%
Sometimes - 36.4%
Not at all - 36.4%

Can the appearance of your favourite actors/actresses influence your TV choices?

Yes - 36.4%

Sometimes - 27.3%
Not at all - 36.4%

To what extent does your mood influence your TV programme choice?

Completely - 9.1%
Moderately - 36.4%
A little - 27.3%
Not at all - 27.3%

Do you use the pause/rewind/fast forward function while watching TV?

Yes - 27.3%
Sometimes - 45.5%
No - 0%
I don't have this feature - 27.3%

What are your TV recording habits?

I frequently record series or programmes - 27.3%
I occasionally record series or programmes - 27.3%
I record programmes randomly or when I know I will miss them - 9.1%
I do not have this feature - 27.3%
Other - 9.1% = Watch TV on catch up

Do you find that there is a lack of space for recordings on your TV service?

There is not enough space available - 18.2%
Someone else takes up all the space - 18.2%
Not at all - 27.3%
I do not have this feature - 36.4%

How often do you find that being bored with your TV programmes gives you an incentive to watch and discover new programmes?

Frequently - 36.4%
Occasionally - 27.3%
Not at all - 36.4%

If you have different TV viewing habits to your family/friends/partner, how do you resolve this? (Select all that apply)

Watch TV programmes together - 36.4%
Watch TV at different times - 63.6%
Watch your own TV programmes on catch up separately - 18.2%
Don't have this problem - 0%

Generally, do you find that your family/friends/partner have different TV preferences?

We watch different programmes - 45.5%
We watch the same programmes - 0%
A combination of both - 54.6%

What Social Media site do you use the most? (Select all that apply)

Facebook - 63.6%
Twitter - 0%
Instagram - 0%
Google+ - 0%
None - 36.4%

Do you own a tablet device? e.g. iPad

Yes - 36.4%
No - 27.3%
There is one in my household - 36.4%