Comcast Prepaid shopping experience
I collaborated with a senior UX designer on the sales flow for the MVP launch, working on research, wireframes, UX/UI design, and prototyping. Additionally, I took full responsibility for designing the agent view experience.
My role
UX/UI Designer
Duration
Aug. 2023 - Feb. 2024
Team
2 Product Managers
2 Copy Writers
Engineer Team
Brand Team
Legal Team
Impacts
1st
Xfinity prepaid shopping experience
25K
Internet + Mobile orders across 3 divisions in 3 months post launch
25K
Internet + Mobile orders across 3 divisions in 3 months post launch
😊
Reduced agent handling time, leading to improved overall agent experience and increased satisfaction.
Introduction
What is NOW?
NOW is a new and distinctive brand, endorsed by Xfinity. It offers low-cost prepaid options for internet, mobile, and streaming services, with no contracts and easy management.
Introduction
What is NOW?
NOW is a new and distinctive brand, endorsed by Xfinity. It offers low-cost prepaid options for internet, mobile, and streaming services, with no contracts and easy management.
The problem
The reasons behind
Xfinity is facing new challenges with growth in recent years. In Q2 2022, T-Mobile has surpassed AT&T and other competitors in attracting customers who decide to leave Xfinity. 32% of Xfinity loss share is driven by 5G Internet in Q2 2023.
Currently, Xfinity shopping experience has been a linear journey with no flexibility.
Customers pain points
Xfinity brand has lower trust and value compared to most competitors
High EDP with less transparency and reliability
The lengthy linear shopping experience frustrates users and waste their time
The new audience
Redefine NOW customers
The growing number of younger audiences, who are especially attracted to FWA and mobile substitution, price has become the primary switching motivator, this type of customers care about flexibility and utilitarian.
The problem
The reasons behind
Xfinity is facing new challenges with growth in recent years. In Q2 2022, T-Mobile has surpassed AT&T and other competitors in attracting customers who decide to leave Xfinity. 32% of Xfinity loss share is driven by 5G Internet in Q2 2023.
Currently, Xfinity shopping experience has been a linear journey with no flexibility.
Customer's pain points
Xfinity brand has lower trust and value compared to most competitors
Xfinity brand has lower trust and value compared to most competitors
High EDP with less transparency and reliability
High EDP with less transparency and reliability
The lengthy linear shopping experience frustrates users and waste their time
The lengthy linear shopping experience frustrates users and waste their time
The new audience
Redefine NOW customers
The growing number of younger audiences, who are especially attracted to FWA and mobile substitution, price has become the primary switching motivator, this type of customers care about flexibility and utilitarian.
The challenge
How might we create an easy-to-understand shopping experience that offers Internet, Mobile, and TV service at a lower price, enabling customers to efficiently manage their services and receive personalized support?
The mission
Goals to achieve
Deliver a new audience-driven GTM approach for value seekers to address brand perception gaps in trust and value.
For Business
Deliver a new audience-driven GTM approach for value seekers to address brand perception gaps in trust and value.
For Business
Offer value-seekers simple, flexible plans while delivering a seamless and reliable shopping experience.
For Customers
Offer value-seekers simple, flexible plans while delivering a seamless and reliable shopping experience.
For Customers
The wireframe
Map out the new user journey
The challenge
How might we create an easy-to-understand shopping experience that offers Internet, Mobile, and TV service at a lower price, enabling customers to efficiently manage their services and receive personalized support?
The mission
Goals to achieve
Deliver a new audience-driven GTM approach for value seekers to address brand perception gaps in trust and value.
For Business
Offer value-seekers simple, flexible plans while delivering a seamless and reliable shopping experience.
For Customers
The wireframe
Map out the new user journey
Dive into design
Simple and straight forward self-service
There are three most important aspects in the new shopping experience: simple product introduction, easy navigation and flexible cart
Easy-to-manage account
In the account section, I used modular components to organize information clearly and enhance navigation. By establishing a strong visual hierarchy, incorporating status tags to inform customers about their service, and designing action buttons with clear, purposeful language, I ensured a more intuitive and user-friendly experience.
Use cases involved in the account section: Internet upgrade/downgrade; Pause Internet and Mobile service; Renew Internet and Mobile service; Mobile add-ons service; Customer add multiple services; Mobile customer upgrade device; Forced account deletion
Improving agent journey
Agent experience - After agents initiate a case on their platform, they are directed to the new customer-facing shopping experience, enhanced with subtle functionality tailored to their needs.
The handoff
File documentation
There were numerous use cases for both self-service and agent views across teams. Our team collaborated to establish a clear structure for file delivery to the development team and created thorough documentation for future reference.
Dive into design
Simple and straight forward self-service
There are three most important aspects in the new shopping experience: simple product introduction, easy navigation and flexible cart
Easy-to-manage account
In the account section, I used modular components to organize information clearly and enhance navigation. By establishing a strong visual hierarchy, incorporating status tags to inform customers about their service, and designing action buttons with clear, purposeful language, I ensured a more intuitive and user-friendly experience.
Use cases involved in the account section: Internet upgrade/downgrade; Pause Internet and Mobile service; Renew Internet and Mobile service; Mobile add-ons service; Customer add multiple services; Mobile customer upgrade device; Forced account deletion
Improving agent journey
Agent experience - After agents initiate a case on their platform, they are directed to the new customer-facing shopping experience, enhanced with subtle functionality tailored to their needs.
The handoff
File documentation
There were numerous use cases for both self-service and agent views across teams. Our team collaborated to establish a clear structure for file delivery to the development team and created thorough documentation for future reference.
Reflections
What I've learned
Prioritization is key
No design can be perfect in a single attempt—improvements will always come with future iterations. When collaborating on large-scale projects, breaking down complex requirements into smaller tasks and prioritizing them makes the work clearer and more manageable.
Back to top
You've reach the bottom
Copyright © 2025 Jane Jiang
You've reach the bottom
Copyright © 2025 Jane Jiang
Comcast Prepaid shopping experience
I collaborated with a senior UX designer on the sales flow for the MVP launch, working on research, wireframes, UX/UI design, and prototyping. Additionally, I took full responsibility for designing the agent view experience.
My role
UX/UI Designer
Duration
Aug. 2023 - Feb. 2024
Team
2 Product Managers
2 Copy Writers
Engineer Team
Brand Team
Legal Team
Impacts
1st
Xfinity prepaid shopping experience
25K
Internet + Mobile orders across 3 divisions in 3 months post launch
😊
Reduced agent handling time, leading to improved overall agent experience and increased satisfaction.
Introduction
What is NOW?
NOW is a new and distinctive brand, endorsed by Xfinity. It offers low-cost prepaid options for internet, mobile, and streaming services, with no contracts and easy management.
The problem
The reasons behind
Xfinity is facing new challenges with growth in recent years. In Q2 2022, T-Mobile has surpassed AT&T and other competitors in attracting customers who decide to leave Xfinity. 32% of Xfinity loss share is driven by 5G Internet in Q2 2023.
Currently, Xfinity shopping experience has been a linear journey with no flexibility.
Customers pain points
Xfinity brand has lower trust and value compared to most competitors
High EDP with less transparency and reliability
The lengthy linear shopping experience frustrates users and waste their time
The new audience
Redefine NOW customers
The growing number of younger audiences, who are especially attracted to FWA and mobile substitution, price has become the primary switching motivator, this type of customers care about flexibility and utilitarian.
The challenge
How might we create an easy-to-understand shopping experience that offers Internet, Mobile, and TV service at a lower price, enabling customers to efficiently manage their services and receive personalized support?
The mission
Goals to achieve
Deliver a new audience-driven GTM approach for value seekers to address brand perception gaps in trust and value.
For Business
Offer value-seekers simple, flexible plans while delivering a seamless and reliable shopping experience.
For Customers
The wireframe
Map out the new user journey
Dive into design
Simple and straight forward self-service
There are three most important aspects in the new shopping experience: simple product introduction, easy navigation and flexible cart
Easy-to-manage account
In the account section, I used modular components to organize information clearly and enhance navigation. By establishing a strong visual hierarchy, incorporating status tags to inform customers about their service, and designing action buttons with clear, purposeful language, I ensured a more intuitive and user-friendly experience.
Use cases involved in the account section: Internet upgrade/downgrade; Pause Internet and Mobile service; Renew Internet and Mobile service; Mobile add-ons service; Customer add multiple services; Mobile customer upgrade device; Forced account deletion
Improving agent journey
Agent experience - After agents initiate a case on their platform, they are directed to the new customer-facing shopping experience, enhanced with subtle functionality tailored to their needs.
The handoff
File documentation
There were numerous use cases for both self-service and agent views across teams. Our team collaborated to establish a clear structure for file delivery to the development team and created thorough documentation for future reference.
Reflections
What I've learned
Prioritization is key
No design can be perfect in a single attempt—improvements will always come with future iterations. When collaborating on large-scale projects, breaking down complex requirements into smaller tasks and prioritizing them makes the work clearer and more manageable.
You've reach the bottom
Copyright © 2025 Jane Jiang
You've reach the bottom
Copyright © 2025 Jane Jiang
Back to top