Case study – Product planning for innovative new service
Austar United Communications Limited (AUSTAR) is an Australian regional and rural digital satellite services
provider established in 1995. They offer subscription television, interactive television, internet, and mobile phone
services. As a leading subscription television provider, Austar‟s service area reaches approximately 2.4 million
homes and retains a subscriber base of over 740,000 residences and businesses.
The business challenge
In 2008, AUSTAR required an immediate update of BOX OFFICE‟s existing service with the overall objective to
improve its profitability. Possessing limited in-house resources, Austar approached brainmates for their expertise
in both Product Management and new media. They required an experienced interactive television product
manager to commence the re-development project.
Our efforts and the outcomes
brainmates undertook a comprehensive „user task analysis‟ that determined what customers required from an
on-demand movie service. The results from the analysis identified gaps in the current product‟s functionality and
user interface. The product issues were translated into market and product requirements, process flow diagrams,
and wireframes used to guide the development for an advanced BOX OFFICE service.
The new BOX OFFICE service was launched in early 2009. The updated movie service includes a fresh design
with new functionality providing users the ability to record and to set reminders for on-demand movies.
“brainmates provided invaluable guidance and support in creating the market and product requirements for our
new Box Office service. Their attention to detail and ability to deliver a suitable customer experience given a
complex technical environment, ensured that the end product satisfied both business and customer needs,”
Fiona Lovell, Senior Product Manager Interactive Television, Austar
www.brainmates.com.au +61 (02) 9232 8147