Sky Service app
The front door to Sky’s digital experience
Concept – UI Design
The Sky Service App is the primary focus for our ‘Digital First’ strategy, the overall objective of which is to double call deflection and remove 20 million calls from our contact centres. We aim to grow the number of customers who self-serve, meeting the growing reliance on mobile and positioning the app as a key product for service. Quicker than calling and providing more flexibility than ever before, customers can access their account and get expert assistance anywhere, quickly and easily. Bills, bookings, security & settings: theirs to control in one single app.
678 000 downloads
The front-end UI of the Sky Service app has been my responsibility from the outset.
From mood boarding and client pitch to implementation, we had to make sure that we aligned with the different (Apple and Android) Human Interface Guidelines while staying true to our brand and business interests.
While supporting business priorities we wanted to make sure that the Sky Service app was as user-centred as possible, simple, intuitive and obviously, beautifully clean.
“I have worked with many passionate and talented designers over the years but none that combine the two more effectively than Jose. Bringing together a depth of knowledge and willingness to research, ask questions and get stuck in, Jose can break down even the most vague or complex brief and produce amazingly simple results, which in turn create great digital experiences.
Jose has been instrumental to the success of a number of high profile projects within Sky and has managed to bring our creative principles to life. Along with his technical aptitude Jose is also a well liked and extremely valued member of our team.”
Setting the scene.
Before getting our hands dirty designing and being fancy we needed to put some principles in place. These principles would help keep us focused on what we know makes a great app. And guide our decision making. So we put the family together around the whiteboard and made an event out of it. By the end the team referred to them as the app commandments.
Here I’m sparing you the pain of millions of badly done drawings and quick Illustrator experimentations. During the concept phase we had to come up with various concepts to engage our stakeholders and raise support for the business case. It was playtime, time to explore – but as the goal was to engage the business and time was limited we had to keep our feet on the ground.
In the craft we are in, our layouts should be impeccable. But what really makes the difference is a very detailed spec sheet. I believe that structure and logic should be part of the design process. So it really helps that I can speak “Dev”. Often you would find “pseudo code” throughout my documentation. Well, my mom always told me I was special!