XA - Offline error message Troubleshooting
The Xfinity Assistant is an always-on virtual assistant that lets you get personalized, guided help. After logging in to your account, you'll see information such as your upcoming bill or estimated delivery dates for equipment being sent to you. My first year at Comcast I spent my time designing new features for the XA and updating existing experiences.
Expertise
UX/UI Design
OS
iOS & Android
Tools
Sketch & Figma
Deliverables
UX flows, Wireframes, & UI screens
App screen examples
Project overview
Problem: Currently, XA customers using the app or web lack the ability to choose from multiple options, leading to increased agent contacts and longer wait times.
Solution: Design a versatile component selector for the XA app and web platforms that allows customers to easily choose from various options, ensuring accurate addressing of their needs. Include a visual confirmation feature for enhanced user experience, providing clear and visually appealing feedback.
Ideas explored:
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Dropdown Selector: Create a dropdown list of options to choose from
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Search Component: The user has the ability to search options and then select it
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Modal Selector: Leverage modals to create a option selector based off customer needs
Existing experience
User flows & wires
Execution
To accelerate the addition of a small feature, I bypassed the research stage and directly delved into creating user flows. This allowed me to swiftly generate wireframes that captured the core of my vision, serving as a blueprint for the app's interface and functionality.
Expanding on the wireframes, I rapidly advanced to crafting high-fidelity mockups that breathed life into the app with visually captivating designs and meticulous attention to detail. By seamlessly integrating user flows, wireframing, and high-fidelity mockups, I efficiently and effectively transformed my ideas into tangible reality.
Default screen for offline troubleshooting internet issue.
Results
Streamlined user journeys, improved customer satisfaction, and ensured confident navigation through the XA app and web platforms.
This feature greatly improved customer satisfaction (NPS) by offering valuable assistance during challenging moments. By empowering customers to self-serve and find solutions independently, we not only provided them with autonomy but also significantly reduced the number of support calls made to phone agents. This reduction in customer contacts resulted in substantial cost savings for the company, amounting to thousands of dollars.
The combination of enhanced customer satisfaction and cost efficiency highlights the value and effectiveness of this feature in optimizing the overall customer experience and operational efficiency.
