Deploying Enhanced Speech Feature Decreased Audio Complaints at SVT Play VOD Service

TL;DR

Implementing an Enhanced Speech feature in SVT Play reduced audio complaints and improved viewer satisfaction, especially among hearing-impaired users, demonstrating the effectiveness of targeted audio enhancements in VOD services.

Contribution

This paper introduces the design, development, and deployment of an Enhanced Speech feature in a VOD service, showing its impact on reducing complaints and increasing user satisfaction.

Findings

Audio complaints decreased after feature deployment

User satisfaction ratings improved significantly

Enhanced Speech was well-received by viewers

Abstract

At Public Service Broadcaster SVT in Sweden, background music and sounds in programs have for many years been one of the most common complaints from the viewers. The most sensitive group are people with hearing disabilities, but many others also find background sounds annoying. To address this problem SVT has added Enhanced Speech, a feature with lower background noise, to a number of TV programs in VOD service SVT Play. As a result, when the number of programs with the Enhanced Speech feature increased, the level of audio complaints to customer service decreased. The Enhanced Speech feature got the rating 8.3/10 in a survey with 86 participants. The rating for possible future usage was 9.0/10. In this article we describe this feature's design and development process, as well as its technical specification, limitations and future development opportunities.