The Xfinity App
The Xfinity App allows users to control their home network and connected devices. Users can experience 24/7 real time support, pay their bills, view and change plans and services, control and troubleshoot devices.
Pre-activation challenge
Xfinity App was available to customers who had just purchased services, but hadn’t yet set up their equipment. The pre-activation team wanted to better understand what was needed to make the most holistic pre-activation experience and identify areas for improvement.
The research team looked into what information people needed before activating their services and hardware, where they go to get that information, how they would like to consume it, and what they need to prepare for the activation process.
Through the data and user feedback, we were able to see that users were repeatedly restarting onboarding flows before completing onboarding.
Research
After wireframing initial concepts, the research team conducted moderated UserZoom sessions to test initial prototypes.
The research team concluded:
- Ensure that when users click on calls to action about starting the Gateway set-up process, that it takes them directly to the starting point with relevant information.
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Prioritize actionable items in the pre-active state to allow people to set up their services and account settings, and to give them time to get familiar with the app.
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Continue to feature short videos and relevant text information before they start set up.
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Consider also allowing people to download the video in case they have poor connection in their home without internet, and add subtitles or a transcription option.
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Ensure that there are clear instructions on or in the device packaging that direct people to the app in order to see process steps, and information on device set-up. Continue to inform customers via email that they have access to the app for set-up.
Gateway Activation
Professional Installation
Xfinity Mobile
With our research recommendations in mind, I worked with our UI partners to deliver final designs for the Prepare Pages. We worked within the constraints of an existing design system and brand to create eye-catching and engaging pages. The Prepare Pages launched in Q4 of 2023.