Service Management plan for "Elevating Quality of Experience and Operational Efficiency in HULU Application"

1. Elevating Quality of Experience and Operational
Efficiency in
“HULU Application”
Presented by
Amreen Siddiqua
Komal Naik
Mahima Vemuri
Sai Teja
ITM Frameworks-574

2. INDEX
• Abstract
• Introduction
• Significance of user experience in
OTT services
• Challenges
• Solutions
• Conclusion

3. ABSTRACT
• This slide provides a concise abstract, setting the stage for the detailed exploration of
improving QoE and operational efficiency in Hulu's OTT services.
• The abstract encapsulates the essence of the presentation, emphasizing the need for a holistic
approach to address challenges faced by Hulu.
• It serves as a guide for the audience, offering a preview of the key components to be discussed,
including content distribution optimization, UI/UX design improvements, and customer service
enhancements.
• The abstract overview aims to generate interest and highlight the significance of the proposed
strategies in the dynamic landscape of OTT services. It acts as a bridge between the broader
context of OTT services and the specific challenges and solutions pertinent to Hulu's unique
position in the market.

4. INTRODUCTION
• The Over-The-Top (OTT) services: It emphasize the transformative impact of these services on the
digital entertainment industry.
• Evolution of Digital Entertainment: Provides an overview of how OTT services have reshaped the
way people consume digital content, marking a departure from traditional cable and satellite TV
models.
• Hulu's Prominent Position: Highlight Hulu as a major player in the OTT sector, citing statistics such
as its 47-million-member base and an extensive library comprising 43,000 TV episodes and 2,500
films.
• Challenges in OTT Landscape: Challenges faced by Hulu and other OTT platforms in delivering
exceptional Quality of Experience (QoE) and improving operational efficiency, especially in the
face of competition from industry giants like Netflix and Amazon Prime.
• Need for Strategic Approaches: Underlining the critical need for Hulu to adopt a comprehensive
and strategic approach to meet and exceed user expectations in a dynamic and competitive OTT
environment.

5. SIGNIFICANCE OF
USER EXPERIENCE
IN OTT SERVICES
01
Evolution of User Expectations: The ease with
which consumers can switch between platforms
accentuates the need for a sophisticated and
comprehensive approach to meet, and ideally
exceed, these evolving expectations.
Competitive Landscape: The competitive
environment, marked by industry giants
such as Netflix and Amazon Prime,
intensifies the importance of delivering a
smooth and high-quality streaming
experience.
02
03
04
Streaming Experience as a Differentiator: In
the crowded OTT market, the ability to deliver
a smooth and immersive streaming
experience becomes a key differentiator.
Users are not just looking for content; they
seek an experience that aligns with their
expectations, preferences..
Responsive User-Centric Approach: Hulu adopts a
responsive and user-centric approach, which
involves not only addressing current difficulties
but also proactively anticipating and adapting to
the ever-changing wants and expectations of a
global audience.

6. Challenges
Content
Delivery and
Optimization
User
Interface
and User
Experience
(UI/UX)
Design
QoE Assessment
and Enhancement
Loop for Customer
Service and
Feedback

7. Problem 1
Problem 2
• The critical aspect of assessing and enhancing the
Quality of Experience (QoE) for Hulu users.
• It delves into the specific issues identified through
real-world user feedback, such as "noise
fluctuations," "video buffering," and "poor streaming
quality."
• Hulu, as a global entertainment powerhouse, faces
challenges in adapting its CDNs to cater to the diverse
geographical dispersion of its user base.
• The feedback obtained from the user evaluations
highlights the complexities in addressing these issues,
necessitating a thorough examination of CDN selection
and optimization.

8. Problem 3
Problem 4
• The challenges identified include occasional disruptions
in streaming experiences, particularly difficulties in
stopping and resuming films effortlessly, and prolonged
advertisement displays.
• These seemingly minor issues, when frequent, can
significantly impact the immersive digital experience,
potentially hindering long-term engagement
• Users often face challenges without immediate resource,
the lack of a real-time support option contradicts the
expectations of a fast-paced digital era, and the absence
of live chat support within the Hulu app potentially
diminishes the overall streaming experience
• Moreover, an overemphasis on promotional material, as
opposed to direct customer care, could alienate users
seeking prompt assistance.

9. • Integration of the Information Technology
Infrastructure Library (ITIL), particularly the
"Capacity and Performance Management"
paradigm.
• This framework provides a blueprint for
optimizing resource utilization and reducing
operational costs, promising to alleviate current
difficulties and lay the foundation for future
scalability and adaptation.
• Measure key QoE metrics:
• Adoption of Cutting-Edge Monitoring
Technology
• Adaptive Streaming
• Quality Control
QOE Assesment and Enhancement
SOLUTIONS
Content Delivery and Optimization
• To address these challenges, the proposed
solution involves a meticulous approach to
CDN selection and optimization. This isn't a
one-size-fits-all strategy; instead, it's a
customized selection of CDN options
tailored to meet the unique demands of
Hulu's broad user base.
• Delving deeper into the strategic
foundations of the proposed solution, the
integration of the "Infrastructure and
Platform Management" model from the IT
Management (ITM) framework emerges as a
linchpin. This model provides a systematic
way to manage the intricate interplay of
networks, ensuring the smooth
coordination of CDNs in content delivery.

10. Aligning the adoption of these solutions
with the "Continuous Improvement"
paradigm is essential.
FFeedFeedbackFeedbackack
• Aligning the adoption of these solutions
with the "Continuous Improvement"
paradigm is essential.
• It proposes solutions for effective customer
support, including the integration of live
chat support, AI-driven mechanisms, and
diversification of support platforms to
social media.
• the proposal is to integrate a live chat
support option within the Hulu app. This
feature enables users to engage with
support personnel in real-time, ensuring
swift issue resolution and adding a
personalized touch to the support
experience.
Feedback
UI/UX Design
• To successfully operationalize these UI/UX
solutions, Hulu proposes the use of
procedures from the "Software
Development and Management"
framework.
• This industry best practices-based
framework offers a systematic approach for
continuously refining and optimizing UI/UX
design. By combining concepts of agility,
user input integration, and continual
improvement, Hulu aims to create an
environment where UI/UX naturally evolves
in sync with user expectations and
technological advancements.

11. 10%
70%
Conclusion
• In conclusion, our strategic approach addresses Hulu's
challenges through comprehensive solutions, including QoE
assessment, content optimization, UI/UX enhancements, and
robust customer feedback loops.
• We tackle multifaceted issues, leveraging ITIL principles for
actionable roadmaps. Future-proofing Hulu, we prioritize
continuous improvement, user-centric design, and operational
excellence.
• Positioned as a success model in the OTT sector, our call to
action signals readiness to proactively shape Hulu's future in the
dynamic digital entertainment landscape

12. Thank you!!!