Example 1: "Scrubbing" Alert
Cable users often understand that if they enter a live program mid-airing, they'll only be able to rewind and fast-forward ("scrub") from the point they began watching. Going back to the start is a unique feature (not a bug) offered by Fubo. When the user activates it, however, they may still only scrub from their live entry point (not from the start).
Yes, this is somewhat complex to explain. It took some careful collab with the engineer and designer to ensure the message was accurate and short enough to fit into the mobile app.
The solution:
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stays positive by focusing on what the user can do, as opposed to what they can't
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omits jargon like "scrubbing" and uses plain speak that's accessible to the cord-cutting demographic
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removes confusing terminology like "opening this program," which could be misconstrued as opening the entire app
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times the message when most useful; warning the user when they choose to go back to the start is unnecessary and obtrusive since they may not even attempt to fast forward or rewind. If they do, the message appears and they can return to their live entry point with little consequence
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is structured to be simple and brief, beginning with the task at hand
Before
After
Example 2: Interactive Onboarding
New and trial users are encouraged to personalize their Fubo experience by selecting favorite channels, shows and sports teams, which can then be featured in their homepage and browsing experience. The improved copy:
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leads with the feature benefit to incentivize the user
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shortens messaging for scan-ability
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stays in the present tense even as it speaks to a future experience (the Guide)
Before
After
Example 3: Loading Error
This was an edge-case scenario -- a new feature might fail to load, so we needed a "human" touch and positive spin for a less-than-optimum scenario. This is one of those cases, where a little more is more.
The UX rewrite:
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is transparent without being clinical (and integrates the user in a can-do way)
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is thoughtfully specific ("cancel" is right for some contexts, but isn't constructive here)
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focuses on the positive; user can still enjoy the game, which reinforces one of the brand's main value propositions (live sports viewing)
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offers viable solutions only; if reloading was not likely to solve the issue, the first button would be omitted
Before
After
