Comcast | Outage Tracking with Live Activity
A real-time outage experience that keeps customers informed with Live Activities, technician tracking, Storm-Ready WiFi battery monitoring, and proactive restoration updates.
Power outages leave customers uncertain about their connectivity and service restoration. This project focused on designing a proactive outage experience that provides real-time updates, technician tracking, Storm-Ready WiFi battery monitoring, and clear restoration progress through iOS Live Activities.
OBJECTIVE
ROLE
Interaction Design, Visual Design, Prototyping, User Testing, Cross-Functional Collaboration, Design Validation
TEAM
Cross-functional team including engineering, design, and product
July–October 2023
Originally conceived as a one-week innovation initiative, the concept expanded into a three-month product effort following positive stakeholder feedback and early validation.
PROJECT TIMELINE
29% of Xfinity customers experience monthly connectivity issues
Nearly half of those outages last longer than one hour, increasing uncertainty and the need for clear, timely communication.
Customer research revealed three key opportunities to improve the outage experience through clearer communication, proactive updates, and greater transparency.
CUSTOMER INSIGHTS
2.5 million customers use the Xfinity app during outages
The app becomes the primary destination for customers seeking real-time updates, technician status, and restoration progress.
Customers want more control over outage communications
Users expressed a strong preference for customizable notifications, including preferred channels, timing, and update frequency.
During power outages, Xfinity app users lack clear updates on network status and outage resolution times. My goal is to deliver essential information to customers via their phones in a simple and transparent manner. Currently our customers were experienceing a fragmented outage experience both in and out of the app. How can we make a more connected experience for our customers?
THE CHALLENGE
THE DESIGN GOAL
Create a connected outage experience that delivers proactive, real-time updates through Live Activities, helping customers stay informed throughout the restoration journey.
• Deliver real-time outage and restoration updates.
• Monitor Storm-Ready WiFi battery status.
• Reduce uncertainty through proactive communication.
• Provide clear guidance throughout the outage experience.
DESIGN PRINCIPLES
Early concepts explored different ways to communicate outage updates, restoration progress, and next steps while prioritizing clarity, transparency, and confidence during service interruptions.
EARLY CONCEPTS
REAL-TIME UPDATES
Keep customers informed throughout the outage.
BATTERY MONITORING
Communicate Storm-Ready WiFi battery status.
PROACTIVE COMMUNICATION
Deliver timely updates as conditions change.
RECOVERY GUIDANCE
Help customers understand what happens next.
The validated concepts were refined into high-fidelity designs that established the visual language, interaction patterns, and notification hierarchy for the final experience. Each state was designed to communicate outage progress clearly while remaining consistent with the Xfinity ecosystem.
FINAL CONCEPTS
REAL-TIME UPDATES
Communicate outage status with timely, transparent updates.
BATTERY MONITORING
Keep customers informed of Storm-Ready WiFi battery status.
PROACTIVE COMMUNICATION
Reduce uncertainty with contextual updates throughout the outage.
RECOVERY GUIDANCE
Guide customers through restoration with clear next steps.
Surfaced real-time Storm-Ready WiFi battery status directly within Live Activities and Dynamic Island, helping customers stay informed and prepared throughout a service outage.
STORM-READY WIFI BATTERY TRACKING
NORMAL BATTERY
Displays estimated backup power remaining.
LOW BATTERY
Highlights diminishing battery levels before power is exhausted.
CRITICAL BATTERY
Warns customers when backup power is nearly depleted.
This R&D initiative received executive approval and was added to the product roadmap following early validation. The work was presented by Comcast's Global Chief Product Officer to more than 15,000 employees and directly influenced future outage experience enhancements, including in-app widgets, Live Activities, and Storm-Ready WiFi battery updates.
IMPACT & OUTCOMES