Xfinity Mobile Care is Xfinity’s device protection service powered by Asurion. This project focuses on the Introduction of XMC to new and existing Xfinity Mobile customers highlighting expanded device coverage and enrollment eligibility. At launch the program extends previous coverage to smartphones and tablets with the addition of smartwatches at a later date - due to the staggered rollout of services we considered the final state in both messaging and design throughout the process.
As a whole the experience is designed for new and existing Xfinity Mobile Customers - During the intake phase we identified four user scenarios A. Are new to Xfinity Mobile and are shopping for a plan/device, with XMC functioning as both an add-on feature and value proposition to choosing Xfinity Mobile B. Have an Xfintiy Mobile line but are not enrolled in device protection C. Have an Xfinity Mobile line, are enrolled in device protection and wish to extend coverage to a smartwatch or tablet. D. Customers new and existing that have or wish to bring their own device to Xfinity Mobile with device protection.
I started by mapping the four identified use cases for XMC and, based on the customer's position in the sales funnel, defined two potential outcomes to guide the user after the 'learn' experience. During this process, I also uncovered a fifth journey that served users who where already enrolled and simply needed to file a claim for their device resulting in three actions the user could take from the learn experience.Enrollment / Shop / File a claimOnce all five journeys were accounted for, I collaborated with stakeholder partners to pinpoint key product information and considered how it would be best presented on the site. A key challenge throughout was creatively integrating the XMC service within the established Xfinity brand identity.
The final outcome was a landing page that served four key purposes:Introducing XMCInforming customers about eligible devicesDetailing what’s included for eligible devicesGuiding users to either a shopping or enrollment journeyProviding a space for existing customers to file a claimWe also explored enhanced site merchandising as a way to inform customers about the newly launched program. These were designed as flexible placements that could seamlessly integrate into our site’s content strategy. Each placement would guide users to the 'learn' experience, with enrollment and shopping options serving as secondary destinations, tailored to the user’s segmentation profile.