The NICE player is a propriety patented player for encrypted multi-channel. 

The original player was built in WinForms and had many basic UX issues and design flaws. The first stage was to redesign the player in WinForms and then gradually move to an HTML web player.  

Heuristic evaluation and user interviews have proven that most of the featured that were considered key features were disregarded or overlooked by the users.  As a result, the UX approach was to re-think the player and the use cases from scratch in a UCD process.

Another challenge was to rebuild a Windows application in a WinForms environment, which is a kind of a lost art to many UX designers and developers.  Being a veteran, who actually designed and worked in WinForms, came as a very big advantage and helped me organise and mentor the team on best practices.

Upgrade the legacy player to HTML 5 web/cloud player

Genuine use cases and user interviews are key to understanding the user's needs.

Opposing to use cases designed for marketing purposes and does not take the user into account. Even the most common paradigms or conceptions will be challenged by facing true usage and day to day flows.