Xfinity Mobile wearables upgrade activation flow
As a lead UX writer at Comcast, I partnered with UX designers and product managers to write clear and informative text that would guide users through this self-service activation flow for Android wearables in the Xfinity Mobile app.
Problem
Customers were not previously able to upgrade a smartwatch using self-service channels. Instead, they would have to call care to get their current watch deactivated, then use the Xfinity Mobile app to set up and pair their new watch.
Goals & requirements
The aim of this project was to give users the ability to unpair their Android smartwatch using their paired phone, and easily pair a new smartwatch to that same phone.
Approach
Microcopy
On the first screen of the activation flow, UXD had requested copy for a CTA button which would initiate the steps for the user to replace their smartwatch device.
I asked if users were only allowed one paired wearable at a time, or if they could actually activate new devices without replacing their existing one.
We discovered that users are able to have up to 5 wearables paired with a phone. So we added a secondary CTA providing the option to add the watch as a new device rather than replacing the existing one. This secondary CTA would only show for phones that had not reached the 5 watch limit.
Content design
I found I was struggling to write clear copy for the Replace Device screen. Recognizing that the user could potentially have more than one smartwatch paired with their phone, I determined that we were missing a step in the flow, and needed either an additional screen or some other way of letting the user select which device they want to replace.
After discussing with product design, we decided that adding an additional screen would likely provide the simplest and easiest experience. I wrote a headline for this screen positioning the selection step as an empowering question: “Which device would you like to replace?”
