Comcast Xfinity

While part of the team at EY-Intuitive, I had the opportunity to work on multiple Comcast Xfinity projects, including initiatives to update the user experience of the Manage Account section of the site, as well as designing the new Omnichannel purchasing function. 

In those projects I collaborated with the research team at EY-Intuitive to do user testing and extrapolate design directions from the results of the research. I worked closely with the UX design teams at Comcast Xfinity to develop new design functionality to enhance the user experience. Additionally, I provided guidance and oversight to an intern learning on the job.

Scope: UX | UI | Web
Team: EY-Intuitive

Manage Account

Comcast launched an initiative to improve the experience of their existing customers when they want to manage or edit their account. The EY-Intuitive team conducted usability testing to understand the scope of the issues that users were experiencing, and after distilling those results, we developed a framework for a new approach to My Account.

Challenges

• Comcast was getting customer feedback that the experience of managing their account was frustrating and confusing. 

• User struggles included difficulty reporting problems with services and contacting customer support; missed notifications; trouble accessing bills, and lack of clarity in how to edit account.

Goals

• Simplify display of account information and data.

• Increase clarity in accessing and editing account details.

• Streamline experience of checking service, reporting problems, and getting help.

Solutions

• Simplify display of account information.

• Develop a more robust approach to notifications.

• Create clearer paths to getting help.

• Design a cleaner, more elegant, interface.

OMNICHANNEL

As part of creating a new purchasing flow to facilitate an easier bundling of products, I created a new function that allows users to create multiple plans, compare between offers, and then save and share their cart. This allows the user to feel more informed and empowered that they’re making the correct decision in signing up with Comcast. This cart functionality performed highly in usability testing, and was well received by the Comcast product team.

Challenges

• Users felt that they were purchasing products that they didn’t want, and that the pricing was unclear.

• Check-out process didn’t display a clear accounting of the cart, creating distrust in the purchasing experience.

• There was a lack of clarity about the steps involved in the purchasing process, and when the user would be billed.

• Users expressed frustration with the difficulty of contacting customer service.

Goals

• Increase user confidence that they’re getting the best deal

• Allow users to compare offers and share with household members

• Create transparency around pricing and the payment process

Solutions

• Create new functionality that allows a user to create multiple plans, compare offers, and save and share their cart. This allows users to share the plan with other household members before purchasing.

• Create a step by step purchasing progress indicator, with increased transparency around pricing and the details of plans.

• Provide users with guidance on how to save money through discounts, self install options, etc.