Viewer Experience Guidelines

Provide a smooth watching experience for your viewers.

Viewer experience is everything

A bad webpage leads to a bad user experience that will frustrate viewers and turn them off your content.

Bad viewer communication is even worse.

Below you will find a checklist of crucial points that play a direct role in the viewer experience and the success of your event.
Make sure to ALWAYS go through them and adjust your setup accordingly.

For a successful event, these really are A MUST.

Intuitive design is better than text

If your webpage design is unintuitive, no amount of text explanations will help viewers navigate it better. Don’t force your users to read instructions. They won’t. Always make sure the design of the page speaks for itself. And always use text sparingly, keeping everything concise.

Put the asset or BUY/LOGIN buttons front & center

The asset or BUY/LOGIN buttons have to be immediately visible when a viewer lands on the page. Don’t force your viewers to scroll around looking for where to click. And always use clear language for the BUY button.

Remove non-paywall buttons from the event page

Make sure you don’t have any LOGIN, SUBSCRIBE, or other buttons that are unrelated to the paywall. This will distract and confuse viewers, and they might end up logging in and searching for the content in the wrong place.

Include date, time and timezone info

Stating the correct date, time and timezone for the content start on the webpage is A MUST. The timezone is especially crucial yet often overlooked. For the date, use a long date (March 8th) instead of a short date (08.03.) format.

Provide basic content info

Your viewers will want to know about the content (the price, the performers, the program, etc). Always include this in the asset description or directly on the webpage in a clearly visible spot, so your viewers can decide if the content is right for them. But keep the text short!

Provide replay availability info

Replay availability is one of the most common viewer questions. Always make sure to include this in the content info section of the webpage, clearly stating the date until which the replay will remain available.

Include support resources and/or contact

Make sure your viewers know what to do if they need help. Include support info in a visible spot, either at the bottom of the page or right under the asset. Having an FAQ on the webpage with the most anticipated questions is also A MUST.

Set the right default language on the paywall and emails

Out of the box, the default language for the paywall and paywall emails is English. If your audience would have a problem with this, change the default paywall language via the asset embed code editor, and contact your account manager for custom language emails.

Make sure the SIGN UP form is straightforward

If you’ve added additional SIGN UP fields, make sure they are clearly and intuitively labeled. If a field is optional, include the word (optional) in its label. If the form fields aren’t unambiguously clear, people won’t sign up.

Make sure all emails are clear and detailed

The emails viewers will receive after purchasing their pass must always include the following information:

  • The event date and time with timezone,
  • The event webpage,
  • How to watch,
  • TVs, Chromecast, and AirPlay support,
  • Max number of simultaneous devices,
  • Replay availability with details.

Here is an example of how a good payment confirmation email should look like.

Include a placeholder video, image or text on the event page

You viewers always need to see something after they log in. If the content isn’t yet available, have a video, image or text, informing the viewers that they are logged in and ready to go. Always include the event date & time with timezone in this message. Put this in the “Content” section of your asset, replacing it with the actual content at the appropriate time.

Always have a hub page

For events that are spread across multiple webpages (due to localization or other reasons) always make sure there is a master hub page containing links to all the other pages. “Where do I watch” is a very common question, so make sure you always give your viewers a clear starting point for getting to the content page.