While you were expertly measuring the quality of the Contour IPG, did you happen to notice Contour doesn't have a cursor? If Contour did have a cursor, you'd have a point. However, it doesn't so the logic of your professional assessment is fundamentally flawed with a faulty analogy. I'm sure 1 of your real users could have explained this to you.
First, Cox doesn't own Contour. Cox licenses the platform (Xfinity) from Comcast. Therefore, Cox can't improve the interface.
Second, like an audio/video receiver, the user interface on a cable-box is limited to physical buttons. Meaning, if you want to "bring the clicks required to as few as possible," you could always program more or less buttons onto a website or app. You can't add buttons onto a remote.
- Closed-Captioning On or Off. 2 clicks. Double-click B button. - Record a Program. Unfamiliar. I've never recorded a program. - View Favorites in the Guide. 3 clicks. Double-click Guide button then arrow to preference. - Select Channel as Favorite. True. It is 3-5 clicks. - Surf only Favorite Channels. True. You can't.
Third, have you ever designed Voice control into your award-winning websites and apps? Didn't think so. Can you navigate your award-winning websites and apps from across the room without getting off the couch? Didn't think so. Did you also survey your real users on another measurement of quality: remotely controlling a device?
People aren't cutting-the-cord due to an interface. People are cutting-the-cord due to prices. Beside, why would Cox invest anything for easier functionality...you already bought it and will probably keep buying it.
Clicks do not necessarily mean cursor. There is NO cursor on mobile apps. The entire point is that the current system requires too many steps/button presses to get where you want to go. Your bulleted list proves the point.
Yes we have voice command available in our apps and I am sorry that having an award winning app gets under your skin. The point of mentioning it is that I am speaking from a position of being part of a team that created a relatively complex app that users appreciate for the easy and quick navigation. We also allow them to program in shortcuts so they can get where they want to go with a single click. In the industry it is called "one click navigation" and is highly regarded.
I don't care who owns Contour. It has terrible navigation. Why would Cox spend so much money buying a system with an interface that is truly just as bad as Netflix. As a very large customer, Cox could insist on better designs and beta user feedback. It is called Best Practices. Anyone who creates software, interfaces, navigation, user satisfaction understands implicitly the process and the points being made. It is clear that best practices were not employed throughout the design of this system nor was any form of Quality Improvement Process.
And, if offered another system with an intuitive and helpful interface people will eventually choose that system and it will be much harder to pry them away from it even if to save money. Creating a patchwork of streaming channels, local channels, free channels, sports channels, special interest channels, movie channels, DVR, etc., is not worth the trouble for most people. And in the end it doesn't save all that much money.
And you don't have to be sarcastic to have a grown up conversation.
As far as a system input, touchscreens and cursors are the same thing: point at something; press something.
Cursors and remotes are 2 different concepts. Cursors use fluidity and X-Y coordinates while remotes use fixed physical buttons. There are advantages to both systems but remotes are better in some situations. For example, how would I surf channels without launching some GUI obscuring part of the screen? I'd rather press a fixed button. Programmable "hot keys" could solve navigational problems but it would bloat the size of a handheld device to a brick.
You have to realize the root of this problem is we'll never get innovation as long as providers have the lock on cable-boxes. The FCC needs to allow anyone to build and sell cable-boxes and be compatible with any provider. Could you image the competition between Amazon, Apple, Google, Microsoft? I could easily imagine a handheld device with buttons and perhaps an adequately sized touchpad for a GUI. Until then, complaining to Cox won't solve anything because you've been buying whatever Cox gave you for 20 years.
Moreover, as with your Netflix observation, users are immune to crappy apps if the service is good. SiriusXM has a crappy app but I like its service. Is this blasphemous to your company?
Grownups also don't try to impress others with promotional, self-aggrandizing, conceited nonsense. How good of a company could you be if you need to hire people to count clicks? "1, 2, 3..."
The entire point is that the current Contour system is not intuitive nor efficient. If you want to analyze that to the ridiculous feel free. It doesn't change the point being made.
Again, the point about our apps being recognized as good was made to show that we have experience in delivering what users call "intuitive and easy" interface. It doesn't matter if it is a mouse, cursor, voice, gesture, etc. It is about the overall experience and you are splitting hairs about cursors and pointers, etc. which means you might be missing the point entirely.
Nothing about poor interfaces is blasphemous, it just doesn't make sense that giant billion dollar companies who not only want to, but need to out do the competition don't spend the time and money required to give their users a great experience. It does affect the company's growth, separation from the competition, and long term well being. Sirius has struggled since day one and are still struggling. With so much competition fighting to gain a foothold in the automobile market it will only be a matter of time until someone races past them by delivering a more satisfying experience. I like their content also but by not working to make the interface transparent they now have lots of companies nipping at their heels that are using better technology and better design.
It is clear you have never created an app or software. Our company excels because we count clicks. But we ask our beta users to do it for us since it costs nothing and who is better suited to point out annoyances or navigation bottlenecks than the actual user? Thus I sent my comments to Cox. (Not to you.)