How can BCE improve its Fibe TV app to offer more personalized content recommendations?

Introduction

To improve BCE's Fibe TV app's personalized content recommendations, we need to analyze user behavior, identify pain points, and develop innovative solutions that enhance the viewing experience. I'll outline a strategic approach to tackle this challenge, focusing on user segmentation, pain point analysis, solution generation, and measurement.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking about the app's current recommendation system. Could you share insights on the primary data sources and algorithms currently used for content recommendations?

Why it matters: Determines the baseline for improvement and potential areas for enhancement. Expected answer: Basic collaborative filtering based on viewing history and genre preferences. Impact on approach: Would focus on incorporating more diverse data sources and advanced ML techniques.

• Considering user behavior, I'm curious about cross-platform usage. How do users typically interact with Fibe TV across different devices, and how does this affect their content discovery process?

Why it matters: Helps understand the full user journey and potential gaps in the recommendation experience. Expected answer: Users primarily watch on TV but browse content on mobile devices. Impact on approach: Would prioritize seamless recommendation sync across devices and mobile-first discovery features.

• Regarding product lifecycle, where does the Fibe TV app stand in terms of market penetration and user growth? Are we looking to acquire new users or improve retention of existing ones?

Why it matters: Influences whether to focus on onboarding improvements or advanced personalization for loyal users. Expected answer: Mature product with stable user base, focusing on retention and engagement. Impact on approach: Would emphasize deeper personalization and loyalty features to keep existing users engaged.

• In terms of company alignment, what are the key business metrics that this improvement initiative is expected to impact?

Why it matters: Ensures our solution aligns with broader business objectives. Expected answer: Increase in average watch time, reduction in churn rate, and growth in premium content subscriptions. Impact on approach: Would prioritize solutions that directly impact these metrics, such as personalized content bundles or engagement-driven recommendations.