Xfinity appointments
Improving the transparency of tech arrival
The traditional four-hour appointment window created anxiety and dissatisfaction, as customers had limited visibility into when a technician would actually arrive. Field technicians lacked effective tools to communicate their status to customers. We created a solution that improved transparency while working within the constraints of field operations.
CLIENT
Comcast / Xfinity
ROLE
Lead Designer
PARTNERS
Field ops, Product, Dev, CX
Research methods
Conducted in-person moderated usability and ethnographic studies focused on the appointment process, app usability, and general feedback from both customers and technicians. Rode with technicians to appointments in order to understand first-hand the employee experience. This immersive research approach provided critical insights into the realities of field operations and customer perceptions.
The tech experience
Learning
Outlined the complete journey across both technician and customer touch-points. Worked closely with Field Operations, Product, Development, and Customer Experience teams, we identified key moments where increased transparency could significantly improve the experience. Explored various approaches to sharing technician location and arrival time information, balancing customer needs for specificity with operational realities and technician privacy considerations.
Opportunities
Deeply understanding the context of all users is critical. While the customer benefits of appointment transparency were clear, the technician experience required more nuanced consideration of workflow and priorities. Conduct more qualitative interviews with field operations, dispatch centers, supervisors, and technicians.
