HEIHEI User Research 2020
HEIHEI UserResearch 2020Opportunities for refining a strong contentoffering to increase usage and engagementamong 5-9 years olds
Background, Objectives & ApproachSummary of LearningsContext, Usage and BehavioursVideoOpportunitiesA quick look at GamingAppendixPerformance Q1 &Q2 FY20
Background,Objectives andApproach
Background & ObjectivesHEIHEI is a TVNZ/NZOA partnership.Currently a stand-alone platform, HEIHEI will move to OD in2020.An initial user research study was done for HEIHEI in August 2018 (afterapprox. 2-3 month of being live); with a focus on UI.Fresh research is required to update the content focus for future funding roundsand inform an RFP for HEIHEI in March 2020 (Focus on demo 5-9 years ofage).HEIHEI User Research 2020With the focus on theHEIHEI content offering inan increasingly competitivestreaming market,objectives of the 2020 userresearch study were to: Identify hallmarks of astrong content offeringfor “Kiwi kids” Identify opportunities forincreasing usage andengagement4
Themes & TopicsPerceptionsRelevanceLocal ContentBehaviour and UsageHEIHEI User Research 20205
Research ApproachParticipant Overview:5 Focus Groups* February 2020 in Auckland (3) andRotorua (2) Children aged 5-9, in 2 age streams Multiple platform users across HEIHEIand competitors 24 kids10 In-group discussion (60-90 minutes)Submission of ‘pre-task’ (with caregiver)145-7 years7-9 years5586BoysGirlsBoysGirlsAll heavy users of online video andgamesMix of:EthnicityIncomeHouseholds* Group 1 Auckland mixed, older skew, children of TVNZ staffHEIHEI User Research 20206
Summary ofLearnings
Summary of LearningsHEIHEI enjoys overall positive perceptions among children and care givers, however awareness is limited.Negative views are driven largely by a sense that content is juvenile, and the platform second rate - bad userexperiences can erode likelihood to return or recommend.Content offering on HEIHEI currently has relevance, covering the popular core genres reported in thechildren’s VOD viewing behaviours overall.Curation does resonate, however evidence of use limited among children. Caregivers may be more likely touse curation structure to assist selection, but children seem to rely on visual cues (tiles) first and typicallyscroll on the horizontal belt, top down, without noticing headers.Local content is appreciated and enjoyed. Children like seeing other kiwi kids doing ‘cool stuff’; but localcontent does need to deliver to international competitive set on the themed belt.Brand new and local shows have to work harder to establish a strong identity and purpose with a strong nameand visual that can captivate on sight i.e. on the ‘tile’.There was an absence of reports of specifically seeking out local content (A pleasant but typically accidentalfind when scrolling down to find it under specific header). Generally children notice / find it along other belts.HEIHEI User Research 20208
Summary of LearningsThis age group like to feel stimulated, challenged and learn things as they have fun and get entertained(true for games and shows); humour is key and there is no ‘overt’ resistance to ‘learning’ along the wayfrom video, but are savvy to ‘teaching’. HEIHEI content and Games can fall a bit short for older streamwho report a lack of ‘new’ learning (shows) or challenge (games).A compelling offer MUST encompass: Cartoons, Kids Factual, Live Scripted and Family Factual . Seeingcool, slightly older children doing interesting, clever things and ANY content about animals are favourites.Key offer opportunities for 5-7 age group: Fun, cute and varied cartoons, age appropriate entertaininglearning (complimenting their formal learning journey), mixed formats in one show, mild peril.Key offer opportunities for 7 age group: Fresh Live Scripted content, bigger and morerisky/adventurous factual content and non-typical learning, a challenge, aspiration, the wild and exotic, theextreme, outrageous and a bit risqué (scary, danger).Engagement and loyalty could be bolstered by expanding high performers into sub brands and spin offs,movie shorts etc, and developing cross platform opportunities to build more touchpoints to form arelationship and drive preference.HEIHEI User Research 20209
Context, Usageand Behaviour
THE 5-9 YEAR OLD AUDIENCE still ‘kids’ but in a different worldUsage and Behaviour ticated and CriticalRapidly Acquiring knowledge and skillCan have short attention spanACCESSNAVIGATION ANDCURATIONDISCOVERY ANDSELECTION‘Time Poor’Prone to heuristics, habits and approvalseeking ( just like everyone else!)“I look at the pictures. If I like a picture enough I will click on it” “I will usually give it a try like one episode maybe”“Usually I will forward through to see what its like” “If I click on something and I can look tosee if it is like something else I like or hate or know in the pictures they recommend before Iwatch”M, 8 years, Auckland11
PROS AND CONSPERCEPTIONPlatforms have strengths and content type and occasion can be a driverof preferenceNetflixDisney EasyVarietyEveryone’s favourites!KnownRecognisableNZ content(Unique)No Ads!BabyishBoringToo EasyLike TVLimitlessGood for Everything!Finding Kid and FamilyFactual.NotificationsGood for Family moviesRangeNew ShowsLots of Scripted Shows – greathumour and cool names!Good for passing time on your ownor sharing with a sibling (especiallyyounger) – games or videoEasy to get aroundTe Reo Maori ContentGood for lots of stuffCatch up if you missed ashow‘Discovering’Watching varied contentwith familyBest for gaming, vloggers andspecial interest contentQuite individual, immersive andindulgent – great video will beshared (‘cool finds’)Quite a cool varietyLeft aloneOn the TVEasyCan be inappropriate (but thisdrives some of the appeal whenolder),Aspirational – making andsharing own contett is the ideal!“I like HEIHEI. There are interestingnew shows I haven’t seen before. Insome ways I don’t like that they don’thave shows I know. And some(Shows) are for babies”F, 6, Auckland“Like if I miss ‘what now’ Ican just catch up.” “Idon’t watch it onHEIHEI” “I watch whatnow on catch up from thebeginning to the end. Iwatch the whole show”M, 8, Rotorua“I can watch other people doingreally cool things and playingcool games” “I feel happy,interested, inspired.” “It showsme things that I would like to beable to do as well that are reallyextreme”M, 9, Auckland 12Not that much stuffCORE DRIVERSReally cool. Something foreveryone. Never boring.Viewing along or withFamily, Siblings, Friends.““Because it has the mostshows”“I can watch Gumball,Pokémon, Sonic. I canwatch by myself and Iwatch Transformers withmy dad. “It makes me feelhappy”HEIHEI User Research 2020F, 6, AucklandWell-known. Parents endorse /trust; free choice. Lots of time orlittle time to watch – you can findsomething.“High School Musical. I love musicand they are cool and funny. Andwe watch family movies too.”F, 9, Auckland
PROS AND CONSPERCEPTIONPlatforms have strengths and content type and occasion can be a driverof preferenceNetflixDisney EasyVarietyEveryone’s favourites!KnownRecognisableNZ content(Unique)No Ads!BabyishBoringToo EasyLike TVLimitlessGood for Everything!Finding Kid and FamilyFactual.NotificationsGood for Family moviesRangeNew ShowsLots of Scripted Shows – greathumour and cool names!Good for passing time on your ownor sharing with a sibling (especiallyyounger) – games or videoEasy to get aroundTe Reo Maori ContentGood for lots of stuffCatch up if you missed ashow‘Discovering’Watching varied contentwith familyBest for gaming, vloggers andspecial interest contentQuite individual, immersive andindulgent – great video will beshared (‘cool finds’)Quite a cool varietyLeft aloneOn the TVEasyCan be inappropriate (but thisdrives some of the appeal whenolder),Aspirational – making andsharing own contett is the ideal!“I like HEIHEI. There are interestingnew shows I haven’t seen before. Insome ways I don’t like that they don’thave shows I know. And some(Shows) are for babies”F, 6, Auckland“Like if I miss ‘what now’ Ican just catch up.” “Idon’t watch it onHEIHEI” “I watch whatnow on catch up from thebeginning to the end. Iwatch the whole show”M, 8, Rotorua“I can watch other people doingreally cool things and playingcool games” “I feel happy,interested, inspired.” “It showsme things that I would like to beable to do as well that are reallyextreme”M, 9, Auckland 13Not that much stuffCORE DRIVERSReally cool. Something foreveryone. Never boring.Viewing along or withFamily, Siblings, Friends.““ Because it has the mostshows”“I can watch Gumball,Pokémon, Sonic. I canwatch by myself and Iwatch Transformers withmy dad. “It makes me feelhappy”HEIHEI User Research 2020F, 6, AucklandWell-known. Parents endorse /trust; free choice. Lots of time orlittle time to watch – you can findsomething.“High School Musical. I love musicand they are cool and funny. Andwe watch family movies too.”F, 9, Auckland
Within this context; HEIHEI straddles different tensions for children andcaregivers alike – both real and perceived “Safe”Pre-School ContentNew ContentUnknown ContentFree, Easy PlatformDisappointing UXSources of Awareness (Children) ‘TV Ads’Parents download itTeacher / SchoolAdvocates of indigenous content - KuraKaupapaI did see the ads on the TV. Itplays on the TV often. But I didn’tgo until my mom got itM, 9 years, AucklandI thought HEIHEI looked good. Iheard about it from a mum-friend.{Daughter}’s had the app for a yearnow. Surprised my child doesn’t useit more often. There’s just not stuff tohold her attention”“It’s good but its not my favourite. Igo on there only when I am bored.Like of everything else” “I don’tgo on often. Like sometimes. I think itis just because I have the app on myI pad”Caregiver, Older Stream, AucklandF, 7 years, AucklandHEIHEI User Research 202014
Younger Kids Say HEIHEI“I like HEIHEI. It has gotTransformers on it. I think I willplay some games on it one dayif it works”“HEIHEI Doesn’t have enoughgames. And some are babyish”F, 6 years, Rotorua“There’s nothing I don’t like so far(About HEIHEI) unless they’rebaby shows. My sister watchesthe baby shows. Like Pipi Ma”M, 6 years, Rotorua“There’s lots of videos I can seethat I think I like. I like the waythey put the videos”F, 5 years, RotoruaF, 6 years, AucklandHEIHEI User Research 202015
Older Kids Say HEIHEI“HEIHEI is good becausethere are lots of funny shows.Shows you stuff you can doin your free time. I like seeingif the experiments work”“I don’t like the subtitles (Icouldn’t get them off the TVwhen casting). Some showsare too babyish. Someshows are too short for me.Like George and Me. Someof the topics are boring, Ihave already learned aboutsome of them”“I think it is good. If you don’thave Netflix, or Disney thenyou can get onto HEIHEI”F, 9 years, Auckland“They have some goodanimation. Some are NewZealand based”M, 9 years, AucklandF, 9 years, AucklandHEIHEI User Research 202016
Caregivers Say HEIHEI5-7 Year Olds7-9 Year Olds“Some of the shows on there she doesn’t watchany more as they are too babyish for her.”“HEIHEI is okay, but maybe its actually for ayounger audience? The majority of content seemsfor younger. A lot seems like it will be better forunder 5’s.”Caregiver, Auckland“It is a very cool app. For children as it doesn’tcontain any AO things like YouTube. If my son is onHEIHEI I don’t worry about what he is watching orplaying”“ It's good to know it is there and has somethingeducational to it. I noticed he loved the scienceexperiments type stuff. He likes to see how thingswork. I think it is easy to use. Seems to be a lot of NZcontent which I like. Can cast to TV which is goodtoo. But then the app kept crashing, freezing &had to keep being restarted which was frustrating”Caregiver, AucklandCaregiver, AucklandHEIHEI User Research 202017
PROS AND CONSPERCEPTIONPlatforms have strengths and content type and occasion can be a driverof preferenceNetflixDisney EasyVarietyEveryone’s favourites!KnownRecognisableNZ content(Unique)No Ads!BabyishBoringToo EasyLike TVLimitlessGood for Everything!Finding Kid andFamily Factual.NotificationsGood for Family moviesRangeNew ShowsLots of Scripted Shows – great humourand cool names!Good for passing time on your ownor sharing with a sibling (especiallyyounger) – games or videoEasy to get aroundTe Reo Maori ContentGood for lots of stuffCatch up if you missed ashow‘Discovering’Watching varied contentwith familyBest for gaming, vloggers andspecial interest contentQuite individual, immersive andindulgent – great video will beshared (‘cool finds’)Quite a cool varietyLeft aloneOn the TVEasyCan be inappropriate (but thisdrives some of the appeal whenolder),Aspirational – making andsharing own contett is the ideal!“I like HEIHEI. There are interestingnew shows I haven’t seen before. Insome ways I don’t like that they don’thave shows I know. And some(Shows) are for babies”F, 6, Auckland“Like if I miss ‘what now’ Ican just catch up.” “Idon’t watch it onHEIHEI” “I watch whatnow on catch up from thebeginning to the end. I“I can watch other people doingreally cool things and playingcool games” “I feel happy,interested, inspired.” “It showsme things that I would like to beable to do as well that are18reallyNot that much stuffCORE DRIVERSReally cool.Something foreveryone. Neverboring.Well-known. Parents endorse / trust;free choice. Lots of time or little time towatch – you can find something.Viewing along or withFamily, Siblings,Friends.““ Because it has themost shows”“I can watch Gumball,Pokémon, Sonic. I canwatch by myself and Iwatch TransformersHEIHEI User Research 2020with my dad. “It makes“High School Musical. I love music andthey are cool and funny. And we watchfamily movies too.”F, 9, Auckland
Video
“It is action and anything can happen. Like talkingdragons. It is fun to watch. And you can learn stuff” ”Like practice my Maori” M, 6, ESIMILARITIESACROSS THE AGERANGE(OVERALL FAVOURED;5-9 YEARS)Vloggers“I like gaming videos because they are fun to watch.And they help me learn new stuff for my games –Minecraft and Roblox” M, 5, RotoruaKids Factual“I like watching ‘What’s your problem’ andseeing if it will work” “I like seeing the kids”F, 8, AucklandLive ScriptedFamily FactualAnimals and Other Kids“I feel involved. I feel happy and calm.Sometimes confused and scared. I likethem. F, 9, Auckland“They are called documentaries. Like AnimalPlanet. You learn about animals and how totake care of the planet” F, 8, Auckland“No matter what I’m doing – if I seeanimals I just click!” F, 8, Auckland20
Younger Kids Say VIDEO“I like to watch Kia Mau.Because I like Kapahaka. Then Ican practice”F, 5 years, Rotorua“I really love dogs. Like AnimalTube. Any thing about animals. Ireally love animals”M, 7 years, Auckland“I like Peppa Pig. Its funny”M, 5 years, AucklandHEIHEI User Research 2020“Robotrains on Netflix. Theytransform into robots and trains.They have different powers. Theykind of fight. They have coolmoves.”M, 7 years, Auckland21
Older Kids Say VIDEO“It’s nice to see Kiwi shows like JandalBurn. It's funny. I liked the kiwi and therockhead guy”“But most of the shows got boring”F, 8 years, AucklandHEIHEI User Research 2020“Young Ocean Explorers was good. Ilike the outdoors. I like this showbecause my cousin Tiki is on it and it'sNew Zealand and I love diving”M, 9 years, Rotorua“The Feijoa Club. It looked like it mightbe interesting with kids in it and then Iliked it because it was cool because ithas people from New Zealand on it.”F, 8 years, Rotorua“Action. Fun. I love battles. No moreMickey Mouse cartoons”M, 8 years, Auckland22
Caregivers Say VIDEO5-7 Year Olds7-9 Year Olds“He has always loved animated shows, and now he isalso more into action. Anime he is becoming moreinterested in. Although he is becoming interested in othertypes of shows now too. He loves ‘Walk the Prank’ whichis a kids pranking show”Caregiver, Auckland“HEIHEI is okay for some kids. I’m just not sure if {SON}liked it enough to come back – he has 3 older brothers.So he is exposed to older games and shows.”“I learnt that my son prefers to watch real life shows asopposed to cartoons now. He is very into hunting andanimals. I think there is some stuff on HEIHEI but it isgenerally suited for a younger age groups than 9.Maybe up to 8?”Caregiver, RotoruaCaregiver, AucklandHEIHEI User Research 202023
Opportunity
Opportunitiesfor aContentStrong ContentA StrongOffer Offer Should build on current HEIHEI staples and successes with some new content streams, and considered toneand content nuancing by age stream Could expand to include more Factual (in particular Family) and Live Scripted MUST entertain!5-7 Year OldsCartoonsFun, cute and variedAge appropriate learning(complimenting growingliteracy etc) that allowsmastery. Can bereplicated Mixed formats in one show,mild peril, relatable older kidsLive ScriptedKids FactualFamily FactualAnimals and Other Kids7-9 Year OldsA little bit more!More outrageous, extreme,ridiculous, risky.Well developed characters,relatable and aspirationaltwists, plots and surprises unlikely scenariosUnusual factual content andlearning, a challenge, aspiration,the wild and exotic, the extreme –a bit dangerous? Unlikely to be replicated Unlikely to ever see25
A quick look atGaming
HEIHEI games present less challenge for over 7 year olds, but provide enjoyablecontent with kiwi touches which are appreciated; game and video cross over isbeneficial to both7-9 Year Olds5-7 Year OldsGAMESSOUGHT:Apps best forease of accessand use,familiarity andnavigationAdult as custodianof device,gatekeeper ofApps andDownloads,facilitator of onlinesearch Detail in Appendix“Maia. Because sheis a super hero and Ilike her. I like thegame because weget to follow herdog”F, 5, Rotorua“I chose {Flying Kiwi}because it had akiwi. It is good. Fun.And it is a bitchallenging”M, 5, RotoruaBuildingBattlingRacing / DrivingFashion hing“I played Farm Rules – itwas challenging butthat’s because thequad bike was hard toturn. Barefoot BanditsWaterbomb. It lookedfun. It was a bit hardbecause I couldn’t findinstructions anywherefor the game. TheHEIHEI Games aredifferent to games Iwould normally play.They weren’tchallenging enough.And they are annoyingto play on a laptop.HEIHEI Games aren’tmuch fun for me”M, 9, RotoruaApps good forfavourites; spaceon device ofconcern,challenge andpace importantplaying onlinegood experienceDevice ownershiplikely but parent stillpresent e.g.profiles, allow appdownloads27
Younger Kids Say GAMES“I like games like puzzles. Obstacles.Characters. Building houses.Interesting animals, like cats. I likemaking characters. I like Gacha Life.”“I like having my games on an app. Itis easy to find and control. I can findthem any time.”“{On an app} it loads faster. Nolagging. Easy.” “I can play on HEIHEIbecause its an app on my phone”M, 5 years, Rotorua“Apps are easy to control and moresimple to play – I just tap. And I cancontrol. Website games are hard tocontrol. I can’t control with themouse”M, 7 years, AucklandF, 6 years, AucklandHEIHEI User Research 202028
Older Kids Say GAMES“Mathplayground.co.nz on thewebsite. Like on On google. Ilike it because there is heapsand heaps of good games in 1”“Puzzles games as well. I just likegames that are fun andchallenge my brain”M, 9 years, Auckland“HEIHEI Games are easy to play.I liked I-Spy cause that was a bithard.”“Fanimals was funny because ithad dog poo in the game. Butit is kind of similar to the othergames, like the flying Kiwigame”“There are quite a lot of gamesto play – but no racing gamesor building games. No scarygames”M, 9 years, Auckland“I like it on a website becausethere’s different games thatyou can play in one website” “You don’t have to take up allthe space on your phone withtoo many apps”M, 9 years, Auckland“My best games are building,driving and survival. Because Ifind it interesting and fun and achallenge”M, 9 years, AucklandHEIHEI User Research 202029
Caregivers Say GAMES5-7 Year Olds7-9 Year Olds“She is not a big gamer. Well some of it might behard for her to understand for now. But if she isplaying it is usually just what we have put on ourphones for her”“He is allowed to play mainly educational. That iswhat is downloaded on the tablet. Also gamesthey are allowed to play at school. But he isstarting to favour PlayStation now. ”Caregiver, RotoruaCaregiver, AucklandHEIHEI User Research 202030
Appendix
APPENDIX: HEIHEI SHOWS DESIREDAPPENDIX: Desired Content5-7 Year Olds7-9 Year OldsActionRacingMoto-CrossHeroesAnimals (farms, pets, vets)ActionA family of super heroesWild animals (Strange,exotic, “Unusual”); RealanimalsGreat Outdoors, nature, ourplanetReal life and friendshipsBest friendsHEIHEI User Research 2020CaregiversNew Zealand moralsFun while learningStories with good moralsNew Zealand and theoutdoorsKids figuring out how thingswork e.g. experimenting,building32
Performance Q1 &Q2FY20
ay Of PlentyHawke's sborneSouthlandMarlboroughWest 8,900100,40048,80032,50054,000UsersAdoption ton still has the highest rate of adoption, aheadof Nelson for the first two quarters of FY20. This carrieson from the trend seen in Q4 of FY19.Canterbury and Auckland do still have relatively highadoption rates.Note: A “user” is the sum of unique browsers from the web endpoint, and appdownloads. It does not necessarily represent actual individuals.Population Data: Stats NZ Google Analytics - 1 Jul 2019 - 31 Dec 2019
FY20 Q1-Q2 Results: SearchSearch Term**actual term usedSearches% of all searched termsyoung riders5875%fanimals3783%peppa3783%peppa pig2502%games1771%what now1681%young rider1471%moe1101%whats your problem1171%farm rules971%Full Report:https://goo.gl/FmhKd4Google Analytics - 1 Jul 2019 - 31 Dec 2019
FY20 Q1-Q2 Results: GamesGamePage/Screenviewsgamefroot: the barefoot bandits29,366gamefroot: fanimals27,963farm rules24,802the barefoot bandits water bomb battle game20,533gamefroot: māia the brave17,776gumboot glory14,380fire trap app9,625rosie's big oe8,236hobsonville point time machine7,467i-spy7,459Previously, this report was measuredagainst “unique page views” which didn’tallow for suitable measurement betweenapps and web endpoints.This report is now a simple calculation ofscreen views (apps) and page views(web) for the quarter.A screen view or page view occurs on thegame content screen, before the game isloaded.Total game screen/pageviews fromlaunch to date: 943,939Google Analytics - 1 Jul 2019 - 31 Dec 2019
FY20 Q1-Q2 Results: VideoTop streamed showsPeppa PigYoung RidersThe Drawing ShowThe VloggingtonsFanimalsMāia the BraveGeorge and MeKitchen ScienceWhat's Your ProblemDarwin Newts% of total Q1-Q2 plays/ streams14%8%Video titles have launchedon different dates andhave differing ep counts.5%4%4%4%3%3%3%3%Updated 31/12/2019
FY20 Q1-Q2 Results: AudioTop streamed showsHEIHEI Summer PlaylistZooMusicFatcat & FishfaceAngel Star SongsThat's the StoryThe Glow ShowCaptain Festus McBoyleSuzy & FriendsHei Listen! NuiHei Listen! Iti% of total Q1-Q2 plays/ streams0.36%0.32%Audio titles have launchedon different dates andhave differing ep ated 31/12/2019
“I can watch Gumball, Pokémon, Sonic. I can watch by myself and I watch Transformers with my dad. “It makes me feel happy” F, 6, Auckland “High School Musical. I love music and they are cool and funny. And we watch family movies too.” F, 9, Auckland “I like HEIHEI. There are interes
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a paper animal. She tried over and over until she could finally fold a paper dog and wished that she could see Son just once more even though she knew that it was not possible. Looking at the paper dog she had made, she felt so weird that the paper dog seemed smiling at her. She felt that she would make more, many more animals out of paper. She collected all the papers in the house and started .
