Xfinity Prepaid
Product Design / Service Design / Design System
The Ask
Traditionally Prepaid was a web-only or corner store product where other pay-as-you-go services were commonly purchased. We started with Walmart but several national retailers were identified by Xfinity to expand the product's availability. A big component of each retailer's hesitation was the customer's time deciding, time in the checkout line, and returns of the product. Each retailer had requirements that had to be met to authorize a purchase of the product once a user was given the green light with an address serviceability check.
The Challenge
The initial requirements were not ideal but we worked within the requirements of both the business unit at Xfinity and the participating retailer. Once the product was in stores, we conducted a secret shopper test to get a true sense of the process implemented and a solution for a number of issues that we encountered. A large number of updates were done between the MVP launch and the exiting process found today.
Prior to beginning the National Retailer purchasing process, the existing purchase paths were performing very well. We didn't want to change or reinvent that process but simply integrate the pathway.
Each retailer has it's unique process of checking out. We needed to align to each unique process but begin to find the commonalities and develop a process that was as plug and play as we could with the understanding of necessary adjustments needing to be made.
