Originally Posted by hdtvfan2005
Though this overhaul should have been done 4-5 years ago, when TWC is replacing Passport with Navigator.
The problem was that the in-house development team did not know how to write and test code for the boxes, so they could not fix something that the older design team did not have the skills or knowledge to fix. The original concept behind Navigator was to do the following:
1.) Design in house to save money so TWC would not have to pay outside vendors for updates. (The worst business practice they have ever done!)
2.) Establish a footprint across states and divisions to have "better control over functions and features." (This plan has been blowing up in TWC's own and customers faces for six years.)
3.) To develop Navigator as a spring board mechanism NOT to be a great guide (a huge mistake) but to use it to implement applets that TWC could call their own- Start Over, Look Back, Caller ID on TV, SDV launch. My belief is that the original Navigator developers used these applets as excuses to sweep Navigator's piss-poor development, programing code, and testing under the rug hoping that general population customers would not know how bad Navigator was, by saying things like "TWC has (Caller ID on TV, Start Over, Look Back) AT&T U-Verse and Dish don't."
4.) The original design team did not see Navigator as a money-making incentive to improve it, or evidence that doing so would increase their video services subscription base. There was so much money and success, with customer satisfaction from Road-Runner Internet, Digital Phone, and the Mobile Technologies that in the influx of all of this. the importance of the STB software being reliable and establishing quality feature sets that resemble 2012 and beyond, and not 2002 and before was ignored.
My view is that the power of the Internet and customer complaints about Navigator through the Internet and word of mouth finally reached management's ears who believed that they had to improve the STB product, so that the Navigator software would be reasonably in-line with competition feature sets, instead of laughed at by the competition and despised by customers. Making Navigator more reliable and modern should have been done AFTER the first year of the Navigator debacle with the Lincoln Nebraska roll-out disaster. TWC waited much too long (six years!) to make Navigator more reliable!
The new strategy by making Navigator important and reliable with modern feature sets, should make TWC better valued by general populations and experts alike. Quality and reliable ways to find information whether it is on an i-Pad, Android, X-Box, DVR Manager, or Set Top Box is the focus of TWC's TV Everywhere" campaign. Getting the bugs out of Navigator, and making it work reliably, will hopefully bring the STB technology in-line with modern trends. From what I hear, things are going very well.