Sky

Sky was preparing to launch a new generation of set-top box and remote control, and needed an Electronic Programme Guide (EPG) that would match the speed, simplicity, and flexibility expected of modern IPTV interfaces. The new guide had to respond instantly to every remote command, provide intuitive navigation through hundreds of live and on-demand channels, and adapt contextually to different user behaviours.

This was not simply a matter of aesthetics: a laggy, confusing, or inconsistent EPG would directly undermine the customer experience, increase support demand, and risk damaging Sky’s reputation for innovation. The challenge was to design an efficient, easy-to-use interface that integrated seamlessly with Sky’s new hardware and broadcast technology, while remaining scalable for future content delivery.

Sky required a solution that could be tested with real customers using actual devices, ensuring that the design not only looked good on paper but worked flawlessly in practice. The EPG had to deliver a fast, reliable and engaging experience, reinforcing Sky’s position as a leader in digital television and on-demand services

I began with a UX discovery phase to understand both the technology landscape and the customer experience goals. This included mapping the communications protocols, hardware components, data locations, schemas, and security considerations that underpin the Electronic Program Guide (EPG). Alongside this, I carried out interviews with engineers and Sky customers to surface thematic insights: desired functionality, current inefficiencies, and opportunities to create a guide that was both faster and easier to use.

A dedicated test lab was established where I could prototype against the real technology stack — including set-top boxes, the new Sky remote, and live data feeds. This environment allowed me to design and evaluate user journeys in real conditions, uncovering points of friction such as lag, dead ends, or confusing flows. Every unhappy path was addressed through iteration, ensuring the final design handled delays and edge cases gracefully without breaking the experience.

I translated insights into functional prototypes that integrated directly with broadcast video encoding and remote-control hardware. These prototypes were tested with real customers using actual Sky remotes, providing critical validation of usability and performance. User stories and acceptance criteria were created from these sessions to guide development, ensuring the build reflected real-world needs.

Throughout, I worked closely with Sky’s technical and product teams, aligning feasibility with ambition and ensuring the solution could scale to serve both live broadcast and on-demand viewing. By embedding accessibility best practices and testing across diverse user groups, we ensured the new EPG would be intuitive and inclusive for Sky’s broad customer base.

This structured, iterative approach connected user insight, technical constraints, and strategic goals, resulting in a design that was not only functional but truly optimised for the way customers navigate content in a digital-first environment.