I worked with Sky to design the package management system within the Sky mobile app to coincide with the release of Sky Glass, the new streaming TV. The user journeys were complex in the selection/de-selection of TV subscriptions and the design process was comprehensive.

My charge was to consider the “unhappy” path, the down grades, spin downs and error states with as much if not more attention than the more common user journeys given the contextual nuance of the user experience.