XM360 Customer Service Platform
In the beginning
Xfinity Mobile launched as a trial service, but its success quickly outpaced the tools built to support it. While network technicians handled complex issues with dedicated tooling, most customer needs — billing questions, account management, device activations — fell to Tier 1 agents working from a hastily assembled set of ZenDesk flows that amounted to little more than a static checklist. As the user base grew, this arrangement became unsustainable. A new approach was needed.
Laying the groundwork for a platform
My team was tasked with building a new tool from scratch to support all Tier 1 care and device sales for Xfinity Mobile — on a tight deadline, with a dev team already waiting on designs before we’d even kicked off. We structured the information architecture around card sort exercises with Tier 1 agents, grounding top-level navigation in how they naturally think about customer needs. From there, we mapped our MVE jobs-to-be-done to that framework and moved into flows, wireframes, and UI concepts.
Iterating our way to a system
XM360’s design system grew organically as we built out the wireframes. Starting from simple foundations, our shared component library became more cohesive as the team worked through core functionality in parallel, syncing regularly to align on shared components and UI behavior.
We worked closely with engineering to ensure our design decisions didn’t conflict with the technical constraints of the many backend systems we were integrating with. We kept end-users in the loop through workshops, site visits, and informal remote design reviews with Tier 1 agents — a process that built lasting trust with our care partners.
The platform also needed to evolve alongside the Xfinity Mobile product. The slides below show the interface for managing the new shared data and Unlimited plan options — designed specifically around the agent experience of walking a customer through their usage habits to find the right plan.
Collaboration & inclusive design
A key factor in XM360’s success was keeping product, engineering, and end users aligned throughout the process. Below are some of the ways we made sure all voices were heard.
On-site workshops
I led field research that incorporated development team members as well as designers to gather feedback from our users, test new launches, and prioritize roadmap items.
A living platform
Our work on XM360 didn’t stop at launch. We continued refining the tool as the business evolved — each update beginning with an impact assessment and early concepts to align engineering, business, and care stakeholders before anything went to dev.
Alongside roadmap planning, we kept listening — gathering ongoing feedback from Tier 1 agents to stay grounded in their day-to-day reality. The gallery below shows artifacts we created to share research insights and build alignment around future improvements.
