In this case study I wanted to look at the company of Xfinity knowing of how I have been one of their customers for some time. I recognized some changes that If it were possible I would love to help them change as part of their company for the benefit of their customers. The experience that I have personally with the Xfinity company is not all that great even though they strive to help me out with me needs. The best things about the company is not always their customer support, but the way they are allow you to change things year by year when you need to. I can fully be aware that they have all sorts of tv channels and shows and other connections that help build your home with a good experience of WIFI, and phone services and also security. However for one person its way too much to handle.
At least for me it would be hard to handle all of those things when I do not need to own everything they offer, especially when all the company wants is your money to stay as a competitor to other tv and internet companies. The bad part about this company is that they make you pay for all the unwanted stuff that is claimed to be a part of your package deal contracted to you for one to two years. then if you miss a payment it would be as if you broke the contract and they raise your monthly bills to the amount they think your worth as a customer with all the hidden fees. For this project I have looked into three things about this company that would help benefit their customers more than their business.
The remote usage
the Xfinity remote has a great voice activation feature but it is not versatile nor is it universal. So I came up with a diagram that shows what it looks like and what I think can change to make the remote usage much better. For the knowledge and history of the remotes we have the X15 old version, the XR1, the XR2, and the newer X-RM3. Each version of the remotes have a slightly more better and useful button or two according to the complexity of the remote and what the business is trying to offer their customers with. First of all The remote shows that it has a selective A, B, C, and D button. But the tv screen it has no settings features for those buttons nor does it have much use or control with what ever happens to the TV. Therefore To the customers point of view Those buttons should be gone and off of the remote because there are no clear instructions on what they are suppose to be used for.
Even though I like the fact that I can pause any show playing on my Tv and also to navigate with ease and be able to record any show that I want to watch later. Getting rid of the setup button would be useful for the use of the remote. Why is it so important to have that button on the remote when the customers can easily use of the remote. This is a forgotten button and needs to be taken out completely. I would propose that in its place there should be a closed caption button instead to help the customers and clients and business staff alike, to know that they can make it easier for those who need accessibility according to the customers needs. Also the input button does not need to be located in the center, but rather at the top with the power button.
A button that I think a remote should have is a streaming button to help open up connected streaming services that customers and clients are already enjoying other streaming services like Roku as an example. Roku has some streaming services attached where Xfinity only has a few selected and can do more. Another great button that would be a benefit to have is a side guide or side menu button. This menu is different because it occurs at the side of your screen rather than at the bottom. As I think about the remote, perhaps these small changes can make a better experience for the customer as they use the remote. While it can also be programmed to tun on and off your tv, or be set up to connect to a DVD player as well.
The Choice In Our Channels
This one is an easy thing that customers always ask for while the same complaint is having to pay for channels you do not need or do not like to have or watch. The business of Xfinity completely turns away and ignores this complaint for the benefactor of money and sales. You get a package that has a selected group of channels like it or not. plus you have a price locked for each channel that the company pays for and they use all their customers in paying for every part of the channels to be shown on your tv screen. To me this should be the past and long gone now that the new streaming services are here to stay with others watching tv with Roku and all the great apps or channels that come with it. With the proposal of having the benefit in settings where customers can tuner unwanted things on tv to off.
Therefore, I have come up with a great solution that the company will lose lots of money over and that is a customizable way to set and select your own channels through the user settings of the Xfinity receiving box. With this proposal I would have it located in settings under general and preferences to edit the channels you as a customer are paying for. This would be a great benefit for the Xfinity viewer and customers to stick with them as a business with smiles and happy faces. For customers to edit the channels they receive through what package they paid for. just to reduce the amount of unwanted channels. In this edit channels section each part will be divided into categories such as local channels, satellite and cable channels, sports or news channels, movie channels, Spanish or other language channels, and then streaming or subscribed channels.
For each category that is turned on or turned off will determine through its own algorithm what channels remain for you to see on your tv. You can choose through your selections which will result into a better quantity of channels you wish to have all together. But there is an even better catch for the customers in this greatest feature that no tv provided will ever do. By selecting the ones you don't want to be turned off. Why not look at your tv and interne bill just to start watching it drop down rather than always having it to be at a locked price lowering your ultimate monthly bill by $20.00 -- $50.00's. Which brings me to my next part of this topic and discussion.
Payment Plans and Services.
Why should customers go through the motions of asking for some channels they would like to watch at the expense of the company to charge others a big rip off of cash. Why should Any one pay $160 or $200+ just to have a large set amount of channels when over halve of them do not get watched at all. I decided to ask about this and a few of the employees at an Xfinity store told me that each channel is worth up to $2.00 - $3.00 when truth be told, each channel Xfinity pays for is about $0.65 - $1.20. This means that The company is gaining lots of their money by doubling the cost and sticking with their plan to make their customers pay for package bundles of tv plus internet. and then there are other bundles like tv and streaming tv, or Tv plus internet and phone, or Tv, internet, phone and security devices.
Therefore, by allowing their customers to stay happy and having the edit channels featured inside the setting preferences after the purchase of the subscription or bundle the customer wishes to have at the store and in person. The viewers can change up even their bills by turning unwanted channels off as part of personalizing their package they wish to pay for. And in so doing, the Xfinity bills would drop and help their customers and clients to stay happy all the time. Rather than to be consistently and obviously ignored of a problem that Xfinity does not want to solve. That way each monthly bill can help save customers by putting many back into their wallets and more than likely having a less expensive but an honest transparent bill to pay that doesn't have hidden fees.
The next thing i was probably have a hard time changing is their robot system and their telephone employees. I do not care if the world of Xfinity is divided up by countries and sections of each country. They need to do better about how to not play telephone games with customers and just answer the questions that they may have in the reason why they are calling. don't give the run around just because they are not calling into the right area or to ask the right department. just answer the question and help solve the problem with a solution. This is also what drives people away, not to mention the hidden heavy fines that Xfinity gives to customers when they drop out and away from Xfinity to join other better different tv and internet providers. This alone could help solve the problems that the company is deliberately and purposely ignoring. A little known fact is that Xfinity was created to help customers have their own type of custom channel packages in the first place. As they got bigger their services turned out to be the same boring and rather irritating ways that other tv providers do to sell their products and subscriptions to others. here is the link to test out the study: https://www.figma.com/design/VFIHlVPqOTAsDUQW9G1MeG/xfinity-userability-UX-ideal-changes?node-id=0-1&node-type=CANVAS&t=KYMZKTryx27dGToc-0
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