Moves journey design
Moving with Xfinity made easier than ever
The movers journey represents a significant portion of Comcast’s connections and disconnections. Customers moving their services faced a fragmented experience spanning digital platforms, call centers, and field operations. We developed a comprehensive redesign to this critical journey to make moving with Xfinity simpler and more intuitive.
The moves journey for Xfinity customers was an opportunity to decrease friction, increase conversion, and redesign all end-to-end touch points for customers who move their home address and equipment. Identified a churn opportunity of 2.3 Billion. Designed and north-start cross-channel vision to enhance the process and a strategic roadmap to get there.
CLIENT
Comcast / Xfinity
ROLE
Lead Journey Designer
PARTNERS
BU, Marketing, Field Ops, CX
Our process
Conducted a thorough audit of the existing moving process across all touch-points which included stakeholder interviews with a wide variety of business units, call center phone-jack studies, and heuristic reviews of existing experiences. This enabled an understanding of customer-agent interactions and leveraged quantitative data analysis to identify conversion barriers.
A 3-year roadmap with vision
Synthesized a comprehensive pain-points map that visualized the entire moving journey and its friction points. Created user scenarios to facilitate workshops with the a 20+ person product management team, gathered feedback and aligning on direction. Collaborated with Business, Marketing, Field Operations, and Customer Experience teams. Developed a shared vision for what the ideal moves experience should be.
Journey maps
Learnings
Our solution reimagined the moves journey with a focus on simplicity and proactive assistance. Key elements included a streamlined digital self-service flow, improved cross-channel communication to maintain context as customers moved between touch-points, anticipatory notifications and guidance throughout the moving process. Enhanced field operations coordination. The design incorporated digital, verbal, and physical interactions.
Opportunities
This project highlighted the importance of looking beyond individual touch-points to understand the complete customer journey. Mentored a design intern and a Senior Designer in journey design methodologies. Expand our team’s capacity while developing their skills.
