Search with Xfinity
Built the first search functionality in the Xfinity App in order to unify entertainment and connectivity experiences across the Xfinity ecosystem. Developed a comprehensive business plan which outlined the vision, technical requirements, and ROI of an AI-powered search solution. Collaborated with stakeholders to define success metrics and secure buy-in for the initiative within the product roadmap.
CLIENT
Comcast / Xfinity
ROLE
Associate Creative Director
PARTNERS
Dev, Analytics, Product, Business
The topics and themes from the Xfinity.com ecosystem.
Analyzed search usage patterns and identifying pain points in the existing experience. Working with data scientists, we examined query types, abandonment rates, and common failure scenarios.
Search for Xfinity.com
Our research found that customers with both sales and service questions expected to be able to use search and that the content ecosystem could be described in these terms on the website. This part of the project was done for the Xfinity.com website.
Quickly navigate the Xfinity app
The final solution integrated advanced AI technology with Xfinity’s content and support databases to create a unified RAG search experience within the Xfinity app. The design featured natural language and AI understanding. Implemented a phased approach, allowing for continuous learning based on user interactions.
Performance
Search launched search in March of 2024 in the Xfinity app.
74%
*Click Through Rate
No harm
*Containment rate
90%
*Engagement rate
Navigate between apps seamlessly.
We also can give customers the ability to easily navigate between entertainment content and connectivity support.
