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The convergence of internet and TV and its consequences on TV producers as well as TV users has been a highly discussed topic over the past few years. With the rapid growth of high-speed broadband connections and the development of high-performance TVs, the foundation for the creation and proliferation of smarter TVs enabling the user with a more personalized viewing experience was laid. As a consequence, new business opportunities have opened up and new players have entered the market. Facing a rapidly changing environment with hardly any standards established yet, the consideration of customer satisfaction and user experience plays a major role. Especially in the entertainment industry, user experience is of high relevance and user-centered design an important precondition for service adoption. Therefore, the case study below investigated success factors and barriers which influence usage of a video-on-demand application for smart TVs. Based on a case study of a European video-on-demand service different usability evaluation methods had been applied and combined in order to evaluate and enhance platform performance.

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