How and where does NOWTV capture feedback from customers who are using their service?
My six year old has got some ideas about how to improve the Kids service...
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HI Welcome to the fourm
That sounds terrific.
you can post your ideas here:
we look forward to hearing them from your Daughter 🙂
Ok thanks. It's a real missed opportunity if NOWTV customers don't know where to go to easily provide feedback on the service and NOWTV can't easily collect, sift and act on that feedback.
My first suggestion is to rectify that. Capturing and acting on user feedback is the best way to build a service that customers love.
My daughter has a few gripes with the Kids service.
1. Profiles - she wants to be able to get straight to the kids content, which would include kids movies on the Movies pass. A kids profile similar to Netflix would be ideal - this is what she likes. As it stands she has to navigate to the Kids content (this is on the Roku stick). For kids movies, she would have to wade through all the movie content and many of the movie covers are inappropriate for young children.
2. Content view status - She voiced her frustration about not being able to tell what she has already watched if there are lots of episodes in a series. She also wants to know if she has already started watching a show and is part way through. Netflix solves this by having a progress indicator under the thumbnail for a TV show.
To summarise, the problem with Kids content on NOWTV is that the UX follows many of the same patterns used for all other content. There would be value in considering kids as a separate user group with their own specific needs, and tailor and test the UX accordingly - just as Netflix have done.
That link provided by @Nadine-K (shame nobody tells the mods when changes have been made to the site) was a very good area for throwing ideas out into the wild for discussion. It's a shame it was removed when it was. Rather than folk having to post their ideas in random areas of the forum they were all conveniently collated in one space. Unfortunately it's just one of the negative changes that came into effect with the new look forum.