Easy Button: A guided, one-click mobile troubleshooting for Xfinity app users

Early explorations began with ideating using existing components in existing troubleshooting journeys leveraging entry points such as predictive cards and app overview cards. Critical UI design components were diagnostic process tracker, diagnostic summary generator cards, calender picker for booking technician appointment, gateway order confirmation and receipt.

1. Context & stakes

• Xfinity’s Easy Button vision aimed to replace high-effort, linear troubleshooting with telemetry-driven diagnosis and personalized resolution paths.

• Customers needed help resolving service issues without explaining the problem, repeating steps, or choosing the correct troubleshooting path themselves.

• The product vision connected reduced effort and successful resolution with customer retention.

2. Business and user impact

• 200 users surveyed regarding discovery of the feature: placement of the button and entry points.

• Targeted 212K monthly users at launch.

3. Problem & bet

• Customers valued fast diagnosis but needed visibility into what was tested and why a recommendation was made before trusting it.

• Recommendations alone were insufficient: customers expected help completing the next step and clear confirmation of resolution.

• The proposed approach combined a simple entry point, automated telemetry checks, actionable recommendations, and contextual handoffs when further support was needed.

4. Constraints

• The initial MVE was scoped to WiFi troubleshooting within Xfinity Assistant for a subset of customers with leased equipment, with an agent fallback when no recommendation was available.

• Delivery depended on Repair Agent capabilities; the roadmap explicitly records an interruption caused by Repair Agent B redesign work.

• Several future-state capabilities still required development, including equipment fulfillment, direct appointment booking, and monitoring-session creation.

5. The three key decisions

Use existing account, device, and network context to begin diagnostics with minimal customer input.

Make diagnosis understandable through visible progress, plain-language explanations, and optional detailed results.

Connect recommendations to resolution actions or transfer the customer with full troubleshooting context, followed by confirmation and follow-up.

6. Outcomes

• Ten qualitative interviews with current Xfinity customers and decision-makers found that the one-click promise resonated.

• Research identified transparency, actionable next steps, and clear closure as essential to the experience.

• All participants shown the live-agent handoff screen responded favorably, appreciating that the agent would already know what troubleshooting had occurred.

7. What I’d do next

• Run employee and customer trials, compare the MVE with the existing troubleshooting experience, and refine the experience and telemetry thresholds using trial findings.

• Evolve toward the planned app-native experience with richer telemetry, additional recommendations, extended monitoring, and broader channel availability.