Customer Success Stories

Helping the BBC uncover new ways to engage its audience

How the rapid prototyping model helped the BBC deliver a better customer experience, faster.

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9 million
People who visit the BBC Homepage each week

<10%
Of visitors used the existing personalisation tools

75%+
Of users said the new concept was appealing 

50%
Said they'd be very likely to use BBC Now if it went live

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The Challenge

Nine million visitors, and most miss the good stuff.

Nine million people visit the BBC Homepage each week, but most use it as an access point to specific information and miss lots of valuable and relevant content. Although personalisation tools are available, less than 10% of visitors use them.

Tasked with finding new ways to engage consumers, BBC Connected Studio was looking for creative ideas that would make it easier for visitors to the site to find content relevant to them.

Our Approach

Red Badger's concept was effectively a fast lane: a real-time stream of BBC content delivered to the homepage in bite-sized chunks, the instant it's published.

Combined with the semantic web, sharing data across platforms and communities, the content refines itself as the site 'learns' more about what a user accesses and how they interact with it.

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The results

For Connected Studio, the key metric was consumer feedback, and the reaction was strongly positive: the concept proved easy to understand, with more than 75% of users agreeing it was appealing and nearly 50% saying they'd be very likely to use BBC Now if it went live.

But don't just take our word for it....

The concept appealed because it allowed us to showcase muchmore content without overcomplicating the existing site. Plusthe feed learns from the user's behaviour and becomes moreand more personalised the more it learns.

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Senior product manager, BBC Connected Studios Eleni Sharp

KEY TAKEAWAYS

Context
Nine million people visit the BBC Homepage each week but mostly use it for specific information, missing valuable content , and fewer than 10% used the existing personalisation tools: so BBC Connected Studio wanted creative ways to surface relevant content.

Approach
Prototyped a real-time 'fast lane' feed of bite-sized BBC content for the homepage, combined with semantic web data-sharing so the feed learns from and personalises to each user's behaviour.

Results
More than 75% of users found the concept appealing and nearly half said they'd be very likely to use BBC Now if it went live, validating the idea through rapid prototyping before any full build.

Ways of Working
Used a rapid prototyping model to test a new concept quickly with real users, giving Connected Studio validated consumer feedback rather than committing to a full build upfront.

We solve complicated problems in complex places

Red Badger is the product transformation consultancy for blue chips. Our product design capabilities and technical pedigree build high-performance digital platforms that get you closer to your customers and embed new ways of working. Your journey to an agile, innovative digital product organisation starts today.

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