HBO Max Downloads
Led design for HBO Max's offline downloads feature from launch through a comprehensive responsive redesign.
I have led design for HBO Max' offline downloads feature since the launch of HBO Max. In the summer of 2022, we launched a massive improvement of the downloads experience. We not only vastly improved the visual look and feel, but we also improved status indication, error messaging, and improved the transition from online to offline states. The end result is a downloads experience that is built for clarity and ease of use from downloading to viewing.
Role
Lead Designer: Responsible for end-to-end UX and architecture, coordinating all research, ideation, visual design, and prototyping activities.
I led design for HBO Max's offline downloads feature since the launch of HBO Max. In the summer of 2022, we launched a massive improvement of the downloads experience. We not only vastly improved the visual look and feel, but also improved status indication, error messaging, and the transition from online to offline states.
In a Nutshell
Most Fun
The micro-interactions involved with downloads. There are many moments that require careful consideration for how animation can communicate what is happening.
Biggest Challenge
Connectivity failures and edge cases, particularly airline wifi scenarios. Downloads must gracefully handle an enormous range of network conditions.
In Retrospect
Would have advocated harder for a bottom navigation progress indicator despite scope cuts. It was the right feature for users.
Customer Impact
- Improved episode organization increased completion rates
- Design investments sparked stability and speed improvements, boosting satisfaction
- Enhanced error states improved user understanding and resolution
The Beginnings
The initial HBO Max launch included basic download and offline viewing capability with limited user feedback and progress updates. This was the foundation we would build upon.
Early Improvements
Incremental enhancements in 2020 included visual refinement, improved empty states, better status tiles, and clearer offline messaging. These smaller wins built the case for a larger redesign.
Responsive Redesign
The major 2021 overhaul targeted fully responsive design across devices with three strategic focus areas: making the transition from online to offline seamless, improving status updates and errors so users always know what to do next, and identifying new features to make the whole downloads experience easier to use.
Key features implemented included swipe-to-delete functionality, an expanded download iconography system, and improved offline detection with scenario-specific messaging.
Swipe Interaction
The swipe-to-delete interaction was designed to feel natural and provide clear feedback, making download management more intuitive on mobile devices.
