And we've found a place to implement the AR in the Self-Install-Kit for the right context.
This project came to us with a problem statement -- where can AR play a role in the current Self-Install-Kit. The more we heard from stakeholders, we realized that the scope of the project had to be extended to explore the overall digital experience, not just AR.
Alongside stakeholder interviews, we studied package design, digital installation process and AR technology to understand how these mediums can be brought to improve the Self-Install-Kit experience.
We used the internal resources to test out Xfinity's current self-install process and found out where the pain points occur. Participants had different levels of understanding technology so we could identify various cases in a limited period.
We created a user journey to understand the entire flow of the Self-Install-Kit experience and identify where challenges exist. It was a small sample size but still impactful enough to give us insight on where to start.
We found out the majority of pain points for the Self-Install-Kit came from the inconsistency of the instructions. There were pieces of information on the box, paper instruction, Xfinity website, and YouTube channel but none of them had the entire process from the start to finish. It was a fragmented experience and our job was to bring all the information in one place.
We incorporated the design and UI elements from the xFi app to our prototype and created the entire installation journey from the moment you order the kit to activate your service.
Feature 1.
There is a time window after you order the kit until you receive the package. And it's a great opportunity to educate the customers on what to expect and what they need to be aware of.
Notification is sent when the package is shipped. When you open the app, there's a section you can learn about the service & product before you install.
Feature 2.
A tracking number can be pulled into a back end system and display where your Self-Install_kit is on the app.
Information on the Tips and Tricks section will be available accordingly based on shipping status.
Feature 3.
The sequence of the installation is a critical part of the self-install process and this is where the majority of the frustrations come in.
We noticed there was a sticker on each box that indicates what product is in it and we came up with an idea that utilizes AR technology to let customers know which box needs to be opened first and what should be in the package.
Feature 4.
One of the insights that we were able to get from testing the prototype was AR couldn't be a leading feature when you self-install. Because you need both hands to follow the instruction. AR feature was rather disruptive than helpful.
However, we've made sure the AR feature is available to assist when there's a confusion on which cable to use and which port to be plugged in.
2019 | all rights reserved ©
And we've found a place to implement the AR in the Self-Install-Kit for the right context.
This project came to us with a problem statement -- where can AR play a role in the current Self-Install-Kit. The more we heard from stakeholders, we realized that the scope of the project had to be extended to explore the overall digital experience, not just AR.
Alongside stakeholder interviews, we studied package design, digital installation process and AR technology to understand how these mediums can be brought to improve the Self-Install-Kit experience.
We used the internal resources to test out Xfinity's current self-install process and found out where the pain points occur. Participants had different levels of understanding technology so we could identify various cases in a limited period.
We created a user journey to understand the entire flow of the Self-Install-Kit experience and identify where challenges exist. It was a small sample size but still impactful enough to give us insight on where to start.
We found out the majority of pain points for the Self-Install-Kit came from the inconsistency of the instructions. There were pieces of information on the box, paper instruction, Xfinity website, and YouTube channel but none of them had the entire process from the start to finish. It was a fragmented experience and our job was to bring all the information in one place.
We incorporated the design and UI elements from the xFi app to our prototype and created the entire installation journey from the moment you order the kit to activate your service.
There is a time window after you order the kit until you receive the package. And it's a great opportunity to educate the customers on what to expect and what they need to be aware of.
Notification is sent when the package is shipped. When you open the app, there's a section you can learn about the service & product before you install.
A tracking number can be pulled into a back end system and display where your Self-Install_kit is on the app.
Information on the Tips and Tricks section will be available accordingly based on shipping status.
The sequence of the installation is a critical part of the self-install process and this is where the majority of the frustrations come in.
We noticed there was a sticker on each box that indicates what product is in it and we came up with an idea that utilizes AR technology to let customers know which box needs to be opened first and what should be in the package.
One of the insights that we were able to get from testing the prototype was AR couldn't be a leading feature when you self-install. Because you need both hands to follow the instruction. AR feature was rather disruptive than helpful.
However, we've made sure the AR feature is available to assist when there's a confusion on which cable to use and which port to be plugged in.
2019 | all rights reserved ©