Project Overview

Currently, device deactivation is the top HBO GO CES issue. (4000+ tickets Jan-July 2016)

• Give users an easy way to deactivate devices they are no longer using
• Allow users to see which devices are currently connected to their account
• Reduce customer support call/email volume

> 50% of cases

Customer had a personal fallout and wants to restrict access
Example CES ticket: “I know that an ex of mine is using my HBO GO services on his device without my permission. I would like it for him to be deactivated.”

~10% of cases

Customer sold device and forgot to log out
Example CES ticket: “I sold my Xbox One and I don’t remember if I deactivated HBO GO on it. Could you please remove the Xbox One that is listed on this account? Thank you.”

~10% of cases

Customer prompted by ‘Too many concurrent streams’ error
Example CES ticket: “Unfortunately, I lent my HBO GO account to a friend and they gave my account to multiple users. I need to remove all the other users. I reset my password to prevent them logging in. But it doesn’t seem to be working.”

~10% of cases

Customer experiencing content cued up at playback point from another user
Example CES ticket: “I’ve been noticing that someone has been using my HBO account but I’m not sure who. I have it connected to a few devices in my house and on my phone but I believe that someone else might be using it. Is there a possibility that you can deactivate all my devices? So then I can go ahead and sign back in the ones that I am using.”

Decision Tree

Entry Points to Device Management

Decision Tree

Entry Points to Device Management

Decision Tree

Entry Points to Device Management

Technological Ecosystem

Sitemap

User Flow

Authentication Sequence

Main Page

NOTES

• Shows list of devices associated with account
• Allows user to deactivate individual devices or deactivate all devices at once
• No need for 2-step confirmation for single device deactivation
• Links out to help center, device activation

Two Step Confirmation

NOTES

• Deactivating all devices is frustrating to recover from and would require users to manually re-activate all devices; thus two step confirmation is appropriate

• Click cancel or anywhere outside of popover to dismiss

• Click confirm to deactivate all devices

Main Page Empty State

NOTES

• When user has no devices associated with their account, an empty state appears

• Deactivate All button not included in empty state in later versions

Paper Prototype Usability

Paper prototype tested with three internal participants 7.13.16

Paper Prototype Usability

Paper prototype tested with three internal participants 7.13.16

Key Takeaways

Results of Paper Prototype Usability

Paper prototype tested with three internal participants 7.13.16

Design Directions

VISUAL DESIGN CONCEPT

Design Concept

Hybrid of 3 initial concepts

NOTES

• De-emphasized decision point between deactivate one/deactivate all
• Sidebar (with dividing line) connects to main device table
• Design is portable to existing play.hbogo.com profile module (with small modifications).

PROS

• “Deactivate all” functionality surfaced to the top of the page, connected to the table
• Minimizes text on the page by de-emphasizing deactivate-all functionality
• Sidebar provides additional contextual information

CONS

• Dividing line may be inconsistent with existing HBO style

Main Page

NOTES

If < 10 devices connected to account, table area is static

VMain Page – Scroll

NOTES

if > 10 devices connected to account, table area becomes scrollable

Main Page – Success Message

NOTES

•  Blue success messages echo back type of deactivated device to user

•  Blue used as accent color for success message because white, grey aren’t noticeable.

•  If device deactivation is immediate (rather asynchronous/delayed) we recommend this success message.

Main Page – Success Message

NOTES

 Given current constraints ( ~4 hour delay between deactivation and expiry of authentication token – the point at which access will truly be blocked), this is the recommended success message

All Devices Deactivated Confirmation

NOTES

• Confirmation message in popover lets user know that their account has been wiped clean, and provides a reminder for them to reset their password.
• Password reset reminder is important at this point as many users who choose to deactivate all devices will be doing so because their account has been compromised. Resetting their password (on the affiliate side) is the best way to prevent reoccurrence
• User can click the text link to redirect to TV provider’s website to change password

Main Page – Empty State

NOTES

• Empty states alerts users to current account status
• Activate a device – links to hobo.com/activate

FUTURE DESIGNS

Inline Success Message          Device Nicknames          Nicknames Device

NOTES

Success messages for device deactivation appear within body of table, providing contextualized feedback when users deactivate devices

FUTURE DESIGNS

Inline Success Message          Device Nicknames          Nicknames Device

NOTES

• First column in devices table is a nicknaming field
• If no nickname assigned, placeholder text is displayed

FUTURE DESIGNS

Inline Success Message          Device Nicknames          Nicknames Device

NOTES

• When Editing nicknames, all nicknames are editable simultaneously
• Click “save” to save changes or ‘cancel’ to discard changes