Service Design for Field Technicians
Empowering users through synchronized physical and digital service ecosystems.
The Challenge
Customers attempting to self-install internet or TV services frequently encountered friction due to misaligned touchpoints.
Printed instructions, packaging sequences, and mobile application guidance often contradicted one another, leading to unclear hardware status, vague error messaging, and high support call volumes.
Simultaneously, existing home service upgrade paths suffered from opaque eligibility rules and dead-end screens, resulting in high customer dropout rates.
The Solution
Self-Installation: I reconstructed the setup flow to align the physical unboxing sequence directly with in-app guidance, surfacing real-time hardware status and providing reassuring, actionable feedback at every critical stage.
Service Upgrades: I implemented a transparent, guided flow featuring real-time address validation, explicit eligibility messaging, and structured fallback options for unavailable services.
Reach
This work moved beyond simple clarity to foster genuine customer confidence. By replacing vague processes with navigable pathways, escalation volume decreased as customers are able to complete installations and upgrades independently.
