Now TV (presented as NOW TV) is a division of pan-european telecommunications company Sky Limited with operations in the United Kingdom, Republic of Ireland, and Italy. It offers a subscription-based internet television and video-on-demand service. In the United Kingdom, Now TV also provides contract-free broadband internet, and landline telephone services. The majority of services available by Now TV are designed to cater for consumers who do not want to be tied to a contract.

I was hired as a consultant to address issues within a self service hub and improve the overall service experience, within an incredibly short delivery period. By understanding and grouping customer research from customer service and online search analytics, I was able to architect a search related taxonomy, by grouping articles and highlighting keywords.

I mapped data to wireframes and simplified a site map to reflect four core templates which were useable and readable. Creating an information architecture from site analytics and a content map to reflect the most common flows.

Finally, Iapplied a branded user interface ready for testing.