Helping Comcast Business reimagine their business
Role
Interaction Designer
Team
4 people
Timeline
2 months
Project background
Comcast Vision was the outcome of Comcast Business asking big questions. Questions like, how do we become the best internet and service provider in the market?
This project served as an internal pitch within Comcast Business, led by the VP of User Experience Design. We created this product experience to help Comcast start the discussion on the future of Comcast Business.
My Role
I served as the user experience designer on this project, and my work on the user journey, competitive analysis, ideation and prototyping, data visualization and content strategy defined the foundation and digital touchpoints of this experience.
User Journey: I identified core touch points across the user journey that Comcast needed to augment.
Competitive & Comparative Analysis: I investigated Comcast competitors and businesses of similar size and market status across industry to establish baseline trends in the e-commerce experience.
Prototyping & Wireframing: I used prototypes to test concepts and socialize ideas to the broader Comcast team.
Content Strategy: I defined content to make the experience as immersive and real as possible.
Mobile & Website Design: I worked in tandem with a lead Art Director to execute visuals following his lead on brand and visual guidelines
Transformation through touch-points
The foundation of the experience vision was a user experience journey that mapped out the all contexts at play across every channel and to understand how user empathy can enhance the experience
What do we want our customer experience to be in five years from now? How can start taking steps to make the customer central to our service platform?
How can we give the customer greater control, better visibility and increased transparency throughout the acquisition and service journey?
How can we become best-in-class and differentiate our selves from our competitors?
The challenge
We worked with Comcast Business to construct a five year plan for how to transform their digital and user experience. This was an awesome opportunity to rethink the customer experience of a huge and complex corporation like Comcast Business, and one of my favorite projects during my time as an interaction designer at Mondo Robot.
The transformation
An investment in a customer-centric approach to Comcast Business services, marketing, and infrastructure, Comcast Business aimed to create a digital experience built on understanding, empathy, transparency, and business empowerment.
Actionable Dashboards
Dashboards allow users to get a pulse check on the their internet and telecommunications infrastructure. The goal was to give users total visibility.
Provider Comparison
Users can quickly compare providers in their area. The goal was to be transparent and instill trust in Comcast Business.
Year in Review
Every quarter and every year, users get a nice overview of their usage. This showcases and reinforces how Comcast Business services helps drive business.
'We Know' Campaign
The 'We Know' campaign was a strategy used to better connect Comcast Business at the industry level, and to resonate across small to medium sized businesses.
Engaging Onboarding
Onboarding was an experience the we thought was central to the customer journey. It was the first touch point that a brand new customer experienced. Users can easily schedule appointments, create accounts and see all the necessary steps involved in setting up services.
Up-Sell Services
Many Comcast Business services operated in a patchwork fashion, and were not cohesive. Part of our solution was to up-sell services during specific points in the journey.
Smart Support
One central pain point was customer service. In the future vision of Comcast, support is fast and intelligent.
Plan Comparison
Users can quickly compared specific plans from other customers to find the best plan based on their needs. Comcast wanted to instill trust and transparency as one of its core values throughout the customer journey, and we recommended this as digital tactic.
Mobile Integration
Mobile played a critical role in the specific touch points across the journey.
Prototyping & testing
Wireframing concepts based on core touch points was our primary method for exploring and pressure testing ideas.
