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
The setup process was redesigned to match physical instructions with in-app guidance, evolving the program to use AI for relevant, step-by-step installation instructions instead of static error codes.
A clearer upgrade path was built that uses automation to pass information to support teams, while utilizing Figma’s native AI tools to ensure the design system remains consistent as the product grows.
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.
