Smart Device onboarding
No need for a pro. You’re the pro.
How I stood up a first-class experience framework to increase speed to market and lead any customer to success.
Responsibilities and impact
End -to-end experience lead for all activations in the Xfinity App
Deep audit facilitation with Product and Engineering
Communicate impact and opportunities to syndication partners
Interpretation and adaption of experience vision
Framework evangelism and consulting
| Humble beginnings
The Xfinity app had been handling activations for simple plug and play devices for some time.
They were sufficient in helping users get devices paired and activated with minimal friction.
Enter,
the Xfinity Doorbell.
| Houston, we have a problem
The Xfinity Doorbell turned the spotlight towards the critical steps of installation.
We needed to create an experience capable of helping any customer install a device which was likely well out of their comfort zone.
We needed a fresh start.
For too long we had been telling users how to onboard, but we needed to start showing them.
Xfinity’s maturing brand and design language — including an emerging focus of haptic and sonic — presented us with the chance to revisit the experience and embrace motion as a key tool moving forward.
| Building & launching a new framework
Hand in hand with engineers, we built a library of templates ready to scale for any onboarding need, and provide us with forward-thinking opportunities.
We considered expanding needs of onboarding along with new visual and experiential opportunities. Consistent scalability remained our guiding principle.
The workhorses had been arranged.
| Results & takeaways
Since the new framework has been created, I’ve helped spearhead the knowledge sharing and onboarding across the suite of Xfinity app activations.
4 product leads
3 eng. squads
10+ devices
All using/planning to use template framework
It really does take a village.
|
Q2 2022
Pods, Doorbell, Flex and Xfinity Mobile
|
2023
Work back to remaining devices, starting with Gateways
Most importantly, time-to-market has increased by nearly 50%.
Although in its infancy, benefits of the new strategy are being felt by all involved:
Designers aren’t rethinking similar patterns and use cases for each device.
Minimal, if any, spec’ing.
Engineers are no longer starting from scratch each and every flow.
Shared knowledge of the same toolset means less time back and forth clearing the air.
QA is more automated and less likely to be a blocker.
Any changes are scaled outward for the greater good of future product initiatives.
Actual shot of an exhilarated product owner after releasing an incredible experience to their users so quickly!