Xfinity Prepaid
Product Design / Design System
The Ask
Xfinity’s process across the company of moving service from one residence to another was non-digital and required making a phone call to a service representative. Prepaid had the foundation in place and the opportunity to minimize their call center costs if they could allow the user to self-initiate a move or a reconnection of service their Prepaid services with a digital experience. This was a first and very bold move inside of the company.
The Challenge
There was a very lengthy process of determining all of the connection variables through requirements and past experiences that could complicate a simple reconnection at a user’s new residence. The due diligence at this stage allowed for a pretty smooth UX mapping exercise to hone in on creating the most friction-free experience possible.
My favorite part of the process was developing user journey maps with thumbnails detailing the requirements of the specific steps while labeling the dependencies on systems and data needed to make the flows work. This provided quickly developed user flows that helped the client better communicate the needs and coordinate with internal development teams. Applying the design was a low effort because of the groundwork laid prior.
Kohposh Kuda – VP/GM Xfinity Mobile and former Prepaid client partner