XFINITY Connect Email Redesign
XFINITY is internet / TV/ telephone service from Comcast, one of the major telecom company in US. For its customers, XFINITY offers free email, voice mail, texting service online, packaged as XFINITY Connect.
For about two years, I’ve been designing XFINITY Connect mobile web and web experience. One of the major project I worked on during my time there was XFINITY Connect email redesign.
The majority of XFINITY Connect users were seniors living in mid-west America, which is far different user group from silicon valley development team. The team wanted to carefully approach the revamp by understanding users' acceptability on change and looking deeply into their needs for change.
My role
Plan and conduct remote user research (58 users, unmoderated)
Analysis, synthesis of the research
UX Suggestion
UI specification / delivery to developers
Research prototol
The goal for the research was :
1) understand the needs on revamping and observe the reaction from users
2) test out the issues on 3 different environment.
Because of the age of main persona, we assumed that our users may not accept any changes on existing service. However, the result was surprising, even senior users are looking for changes, and they are positive on learning. However, there are few features particularly important for our users, for example, print. (some users just print out all emails and read)
Based on their feedback and our research result, I proposed changes made for the new design.
Research insight summary
Screenshot of research highlight video clip
Suggestion summary