Telus TV+ App on Apple TV - UX design problems

[CableGuy123]

Been using Telus TV+ on my Apple TV for about 7 months now and I have been struggling with some simple things that I really hope will be addressed. 

The first issue I have is using the live guide, if I scroll down a certain time like 9:30PM my timeline will jump back a day or hours if the block of content I scroll past started at a different time. This is pretty bad user experience design, I should be able to simply go down the guide at the desired time slot and select a program without jolting backwards in time, and then I have to scroll forward on another channel to get back to the correct time. 

The second issue I have been having that is related to user experience design is the lack of a "jump to live" button on my timeline once in a live program. This is a standard button I've seen on countless other streaming services that offer live streaming as a way for users to make sure they are synced to the live feed. A couple of times I have come home from work to turn on a game and after 10 advertisements I realize I'm not even watching the live feed and I've missed exactly what I thought I was paying for 😞

[KHR]

Hi @CableGuy123 

For 1, we recently updated (in version 2.15.0 build 752) our full guide navigation to eliminate the jumpiness...so you should check for a newer version of the TELUS TV+ app. I have also found that the old black trackpad remote from 7+ years ago jumps around a lot in all apps but the new aluminum dpad remote is way better. 

For 2, you can access a 'Jump To Live' below the progress bar on a live program (see picture). It shows up after being paused for ~10 seconds.

  

[CableGuy123]

That's great news on #1, I'll update and try that out (I'm also in the newer aluminum remote)

For number #2, can I ask why jump to live only shows up after being paused for 10s? — I can see the logic in this specific case where you pause — but if I click a game and it takes me by default to the beginning and not the live shouldn't that button show up automatically? Alternatively could you also consider displaying whether or not you are live or not, like a live chip graphic or something to avoid any confusion. 

Thank you for the reply!

[CableGuy123]

Just got home and tested it out, the guide works much better. For the 'jump to live' it takes 30 seconds to appear. I would still think this button should just always be there in case my feed is buggy and I enter the game starting at the beginning and not the live (what has happened to me before) and still think it would be super helpful to add a [live] tag so I have some confirmation that I am indeed watching live. 

[KHR]

Other than the 30 second wait time (you're correct, my 10s guess was way off!) for pausing live streams, if you aren't at the live point, you should always see a 'Jump To Live' button below the progress bar. This is true for Restart programs and Recordings that are still currently airing but it does not apply for Restart programs and Recordings where the scheduled end time has passed.

Thanks for the feedback; in general, we have tried to limit the number of tags, badges etc. in order not to clutter up the user interface. And for accessibility reasons (for example, for those with visual impairments using screen readers), it is best practice not to have unclickable buttons, hence why 'Jump To Live' is only displayed when it is clickable.

[CableGuy123]

Appreciate all the replies, but I still want to propose that you add a live tag to help out in situations where it could be misunderstood. I think in my example where I selected a game to watch—choosing to join the game in the third period—there was no visual indicator for me to know if I was live or not (I understand the progress track could be a argued as an indicator) but in this exact context that button did not show up since I had not paused anything. If I had seen that button for example I could immediately be informed that I'm not watching a live feed and correct it. Just my two cents here as I'm only trying to suggest things that may improve the overall user experience. Thanks and happy to hear improvements are always coming.