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 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.
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.
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