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UX case study for Triple R Radio app

Triple R Radio is Melbournes’s most iconic community radio for 40 years. The radio had to adapt to many technologies along the years. And bringing the radio to a digital field could be laborious. In December 2017, Triple R has launched its first Radio app for IOS. But poor features and incoherent structures can curb the users experience.

The listening experience via the app was very limited and we identified the following pain points:
1. Only listen to live shows in the app via a player button
2. Confusion when listening to Radio On-Demand shows, redirected to a website with a “desktop version” button
3. Confusion when trying to subscribe,redirected to a non-responsive website
4. The community, which is at the core of Triple R, was non-existent

1. To build a digital experience for the users
2. To attract new subscribers
3. To improve the listening experience
4. To strengthen Triple R Radio as an educational broadcaster
5. To enhance the interaction within the community

To redesign an app in which users interact with radio hosts and listen to live and past shows in all simplicity wherever they are. They consult Triple R programs and set up reminders to coming shows they don’t want to miss. They engage with the community and invite their friends to subscribe easily.

Two week-sprint, in a team of two UX Designers.
We followed a lean process and presented our solutions in a high fidelity prototype.

I led the user research. Concept, prototype and user testing.

Triple R is a Community Radio that benefits and supports three different groups: music lovers, artists and the arts community. It’s an independent non-profit community radio station/listener founded radio. With 440,000 weekly listeners, 14,000 subscribers and 60 diverse programs from music shows to specialist talk programs, Triple R is Australia’s most influential community radio station.

There is a lot of app to listen to music online. We looked at great examples of music players, radio players and community app. We were researching for app which are useful and interesting for the users.

PBS — Melbourne community radio
KEXP — Great interaction design and content
Konbini — Simple and community engagement
Spotify — Streaming Music Service
WFMU — Oldest Community Radio in the USA
Triple J— On-Demand function and interaction design

Waze — Community based
24hrs of Happy — Timeline and community engagement
Instagram — Interaction with community
Medium — Interaction with Community and content

We found common features and we used them as part of our digital mental model.

For music streaming:
• Players
• Song names and titles
• Programs guides
• Favourite

For community engagement:
• Like button
• Sharing
• Donate/Subscribe button

We researched the habits of Triple R listeners. To understand how we can fit the app into their life.

1. Car radio
2. Radio transistor

1. Commuting by car
2. At work

• Subscribers, volunteers, hosts and music listeners
• Women & men from 12 to 99 years old
• Diversity

We have selected people from 25 to 55 years old as the users, who the majority is tech savvy. With 48%, the listeners from 25 to 39 represent Triple R main audience. While 19% of the listeners from 40 to 55 are the less represented. We chose this panel of users to understand their day to day challenges and pain points.

Our questions were generated to target these specific users. We interviewed five people in total: two were Triple R subscribers, one was Triple R volunteer, one was Triple R radio host and one was Spotify user.

We mapped out all our informations into an Affinity Map. We organised our findings even further. To get a better idea of the features that users are expecting. And to have a better understanding about Triple R community.

• On-Demand is really popular
• Users don’t like to miss their favourite shows
• Streaming consumes lots of data
• There’s a real love for Triple R Radio: it’s like a family
• Users learn from the radio

Creating two personas helped us understand our users’s needs, experiences, behaviours and goals. We referred to Kylie and Karl in the next steps of our process as a guide, to ensure we were creating a good user experience for our target users.

1. Listen to previous shows
2. Get informations about shows and playlists
3. Easy way to call Triple R when they want to win concerts tickets
4. Set up alerts for the programs they would like to listen to

In the time we had, we needed to prioritise what could be achievable in low effort with high impact for the users.

• Live Player
• On Demand functionality
• Playlists of the shows
• Interaction with hosts
• Favourite
• Alerts

We wanted the app to be simple and easy to use. Feasibility to switch between the live player and On-Demand player. Engaging with the community. We had two concepts in mind we wanted to sketch:

We spent one day sketching the app, prioritising features based on our impact matrix and provide the best solutions to our personas.

Next stage was to design the frames in Illustrator.
A paper prototype was not practical, we moved to a digital prototype instead, because we wanted to test the interactions as soon as possible and test the user in-situ.

• Confusion around iconography
• Confusion about the player
• Live and On Demand logo looked like a button
• Clicking in the middle of the live player, to interact with the host, was not intuitive

We iterated and made some changes based on users feedback
• Clearer iconography and vocabulary for the On-Demand
• Player functionality only for On-Demand
• Added community features: number of listeners live and like button

We tailored an app in which users interact with radio hosts and listen to live and past shows. They consult Triple R programs and set up reminders to coming shows they don’t want to miss. We also integrated a subscription functionality. However, we still have to do the research to design it.

We will continue to refine Triple R Radio app. We have to improve affordances, test vocabulary and set up a subscription process. In a close future, we would like to present it to the radio manager.

This project has been extremely valuable to learn to manage time, work as a team, make all the possible adjustments in a very short amount of time.

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