COMCAST - XFINITY
UNLOCKING GROWTH
IN A NEW SEGMENT
With people at the center of the product experience, data-driven design made becoming a customer and staying connected as easy and simple as the product itself.
Made for the way I live: Pay-as-I-go
I worked as the Experience Design Lead in a partially embedded nature with Xfinity to help launch and optimize a new tier of products that focused on a 'value seeking' or 'income constrained' demographics.
The Xfinity Prepaid product has seen rapid growth and evolution over a relatively short period of time. It has become a impactful case study both for the agency I worked with and on the client side itself.
CLIENT
AGENCY
Xfinity
Hero Digital
DELIVERABLES
Product Design
Performance Testing & Optimization
Data Driven Design
Rapid Prototyping
Design System
TIME ON ACCOUNT
4+ years
A dynamic solution to selling Prepaid Internet online.
Incremental performance focused optimizations to the digital acquisition experience of xfinityprepaid.com
+40%
increase in click through rate
+50%
increase in service check success
+33%
increase in national buy flow rate
Connecting the physical to digital
A digitally-enabled in-store purchase experience was designed and developed for Xfinity Prepaid. The first-of-its-kind experience was built to meet core customers where they shop, grow sales channels, eliminate friction at point-of-sale, and minimize the need for sales team training.
Hero Digital has been an incredible support system for Xfinity Prepaid over the past several years. Hero came on board with us when they were a small shop, called Delphic. Over time as the business evolved, they continued to invest and bring incredible value into our overall strategy - GTM, Positioning, Journey Design, Mobile and Digital excellence.”
"
Kohposh Kuda, VP/GM Xfinity Mobile
former Prepaid client partner
Lean, transparent approach
to product design
Rethinking how the customer account is used and managed
+3%
Increase in online refill flow conversion rate
...so that’s 250-300 incremental refills daily, or
a week, or
$90,000
a year in revenue
$4.5 MIllion
Launching a 'self-serve' retail experience.
We were able to conceptualize, pitch and launch a retail program allowing users to check address and 'pre-activate' kits before checking out in big box retailers like Walmart, Target and Dollar General.
IMPACT
+122%
Online products sold
+76%
Online refill count
+102%
Online revenue
+112%
Retained customers
Approach to Data Driven Design and collaboration.
By creating reporting analysis from a 'behavioral' perspective we are able to optimize of performance in an ongoing basis.
