Technician Journey

The short version

I’m helping lead a reimagined appointments experience for Xfinity customers who are waiting on a technician visit. I helped shape the business requirements, wrote the experience requirements for Xfinity.com, and worked hand in hand with our UX, Engineering, App, Field Ops, CX Strategy, and Privacy Legal partners to get it ready for launch in early 2027.

What was broken

Waiting for a tech is stressful. You’ve blocked off your day, you’re not totally sure the appointment is still happening, and you have no idea when someone will actually show up. Beyond a few text messages, we weren’t giving customers much to go on.

So, understandably, customers call. A lot of repeat contacts happen before the tech even arrives: people checking that their appointment is still on, trying to change it, or wondering if they missed something. Once the arrival window starts, the most common question is some version of “where’s my tech?”

The tricky part

Two things made this hard.

Two channels, one experience. Xfinity.com and the Xfinity app usually work as separate channels. For this, we couldn’t. A customer might check their appointment in the app and then on the website ten minutes later, and both needed to tell the same story. We worked very closely with the App team to make sure the experience matched across both.

Privacy. Showing a tech’s journey on a map sounds simple until you think about where that journey starts. A tech’s starting point could be their own home or another customer’s. Working through that with Privacy Legal took real care, and it shaped how and when the map appears.

My part

I helped author the business requirements and wrote the Xfinity.com experience requirements. I partnered closely with UX as they designed the experience, making sure what they built stayed true to what customers needed, and I supported Engineering through solution design.

Getting everyone on board

This one had a lot of people at the table: Field Ops, who manage the techs; Privacy Legal; CX Strategy; the App team; and our own UX and Engineering partners. Everyone had a different piece of the puzzle and a different thing to protect. A lot of my job was keeping the customer’s experience at the center of those conversations while making sure each team’s concerns were actually solved, not just noted.

What we’re shipping

The update covers the whole appointment, not just the day of:

• Before the visit: clearer language so customers feel confident their appointment is locked in, plus better guidance on how to prepare and what to expect.
• When the tech is on the way: the tech’s name, an ETA, and a map showing their journey to the appointment.
• When things go sideways: ways for customers to recover, like rescheduling if something kept the appointment from being completed.

What we’re aiming for

Customers who feel confident their appointment is happening, know who’s coming and when, and don’t need to call to find out. Fewer “where’s my tech?” calls, and fewer people missing their appointment.

What I’d do differently

I’d bring Privacy Legal in at the very start. Protecting the tech’s starting location shaped a lot of our decisions, and knowing that sooner would have saved some rework.