My Device Info

Year
2024
Services
Decision Support
, 
Information Architecture
, 
UX Strategy
Intro
An intuitive experience that helps customers identify when their modem isn’t delivering their plan’s full internet speeds and provides tailored upgrade recommendations.

Opportunity

Problem

Customers using third-party modems that don’t support their internet plan speeds often experience lagging and connectivity issues. Many mistakenly assume the problem lies with their Xfinity service, leading to frustration and unnecessary service calls.

To address this, we needed a way to:

  • Clearly show customers their current modem and its speed capabilities.
  • Compare their modem’s performance against their internet plan speeds.
  • Help them understand where their modem is underperforming.
  • Provide clear upgrade recommendations, including both Xfinity's modem and third-party alternatives that meet their plan's requirements.

Existing Experience & Challenges

‍

‍

Before this project, the only way to communicate modem limitations was through a cumbersome PDF document. Customers had to:

  1. Manually search for their modem on the PDF.
  2. Navigate to another part of the website to compare their modem's speeds with their plan.

Unsurprisingly, this approach was ineffective and frustrating for users.

Solution

I designed a new seamless and informative experience that:

✅ Displays the customer’s current modem (Xfinity or third-party) along with its speed capabilities.
✅ Compares the modem’s capabilities to their internet plan speeds.
✅ Clearly highlights where their modem falls short in delivering the speeds they’re paying for.
✅ Elegantly recommends upgrading to an Xfinity Gateway while also presenting third-party modem options that meet their plan’s needs.

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Approach

User Flow

Page Anatomy

"Your equipment" Component

A central UI element that provides:

  • A visual representation of the customer’s modem.
  • A direct comparison between modem speed capabilities and internet plan speeds.
  • Actionable guidance on how to resolve speed issues

.

Component Logic

"See all modems" page

To replace the outdated PDF, I designed an interactive, user-friendly modem selection page. Since we are legally required to show third-party modem options, I:

  • Organized modems by brand for easy navigation.
  • Used collapsible accordions to display third-party modems efficiently.
  • Ensured customers could filter and compare modems against their plan speeds
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Impact

📈 Improved Clarity – Customers can now instantly see if their modem is causing speed issues.

🔼 Optimized Recommendations – Xfinity’s Gateway modem is prioritized, balancing business needs with the best performance for customers.

🛒 Simplified Upgrade Process – Customers can easily filter and compare modems that match their internet plan.

✅ Legal Compliance – The new experience meets all requirements for displaying third-party modem options.

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