C.A.S 

The C.A.S model is designed as a Comcast smart device which includes router, cable, speaker; it also comes with a self generate function when an issue has occurred and allow user to directly contact with the right employee without going through customer service.

Personal Contribution

Secondary Research - Focused on technology trends that relate to internet & cable services.

Primary Research - Questionnaires design for survey/culture prob & interviews.

Data Analysis - Generating Data from research process by Affinitizing.

Concept Design - Brainstorming on potential solution based on Data analysis.

Product Design - Final concept development including ideation sketch, 3D model building/rendering, animation rendering.

c.a.s Model

C.a.s plan for subscribtion

C.a.s phone app

The App connects with the user. The goal was to eliminate the “tedious” process of the customer journey. Something with a personalized element. C | A | S primarily builds a mutual relationship between the user and helps the user to better a journey.

Key service of the app

Loyalty Points

Customers gain points for every payment and game played while waiting which can be redeemed for a future bill.

The Waiting Game

To connect people together, customers can play The Waiting Game with other local customers having issues while waiting for a customer service agent on the phone or service technician to come home.

Customer and Device Care

To avoid long wait times and prevent the runaround, customers have the ability to schedule calls, service technician visits, and skype calls through the app. Customers can contact their customer service agent or service technician through the app in the form of email or text.

Design Process: understand comcast

The first step of designing this project was for our team to understand the layout of Comcast by understanding the size of Comcast.

secondary research on industry, competitors and future trends.

The secondary research includes using Popular Media Scan, 10 Types of Innovation, and Industry Diagnose to determine history of cable industry, future trends, current industry situation, and the major competitors for Comcast.

Stakeholder map

An essential tool for our process, where visually as a team we needed to elaborate more on. Asking ourselves who is the one that uses day-by-day internet service?

Those stakeholders include individuals (students), professional individuals (employees), small businesses (local coffee shops or shops) and even competitors, within the area of Savannah, GA. Very necessary to maintain a focus during our research and when coming up with solutions.

2 x 2 map for understanding relationship between comcast and its competitors

Somewhere coming along with the 10 Types of Innovation and the Industry Diagnostics Map, as a team we were very intrigued on how the competitors are strategized to compete with one another having similar focus groups. Based on that we need- ed to allocate similarities on offerings of each competitor, by seeing a bigger picture. From this tool we gained information of potential partnerships that Comcast can take advantage of.

Primary researc

By asking ourselves questions as “What?” “Where?” “Who?” “When?” “How?” and “Why?”, we were able to identify topic areas to focus our primary research.

Observation in local comcast store

As per our research and study, we dived ourselves into the observation stage, gathering data points, such as: gender, age, emotions and issues.

Who goes physically to the store? How users contact customer service? For us to understand, the best way to portrait the steps was via the use of journey maps. Journey Mapping are used to mainly gather the experience of stakeholders and their initial engagement with something, in our case, customer service.

interview

With our documentation of local stores and the contacting of customer service, it was clear we needed to now get closer to our stakeholders by exploring their personal experiences of Comcast in a broader form.

survey

The basic idea of doing this form of questionnaire was to ad- dress a focus on our primary research, where as a team, did two rounds to understand the use of both cable and internet providers inside of the Savannah area.

Where questions were asked, such as, How much is the typical time usage? Experiences on calling customer service? Experiences on visiting their local store? From this surveys some of our insights were, that people had good and/or bad experiences. Mainly focusing on how they were treated as buyers/ customers and if their issues were arranged.

affinitizing

Affinity stage, where we bring along all those data points and insights gained from all the secondary and primary research. The data is then organized into different color of sticky notes to then concentrate on layering them until solutions arise, without missing stakeholders voice.

The process of affinitizing started by gathering an average of 800 “yellow sticky notes” where we found overlapping information from all those tools and methods used. Moving to the second stage of affinitizing, we were able to find that over- lapping data to describe in detail our analysis for them into “blue sticky notes”. The third stage, going through the same process, takeaway of all “blue sticky notes” keep clustering them into “pink sticky notes” to create a more centric idea. The “green sticky notes”, the ones that have a more coherent piece of the story with a focus on what could we do as a result of our research study.

connection map and key finding

by clustering the responds from primary research, we now can see the connection between the key service that user needs, also, we have listed the key paintpoints that allow us to focus on with our concept development.

concept development

With more than 200 concept developments, our team had finalized our direction on focusing on solving the issue of first, customer service online and in the store. Second, limited option on channel subscription.

Thanks for your time on reading this project. Please feel free to contact me for more detail about the project.