Agentic Experience
This case study showcases the design work I led and contributed to (2025-2026), for producing net-new, redesigned Xfinity member-facing experiences leveraging LLM technology and agentic workflows. This work is set to impact millions of Comcast Xfinity customers by the end of 2026.
Client:
Agentic Experience
Category:
Interaction Design, Prompt Engineering, Output evaluation, Prototyping | Figma Make, GitHub, Google ADK
My Role:
Designed a reusable prompt framework, conversational scripts, and agentic interactions — prototyping a production-ready, telemetry-driven repair and troubleshooting agent, plus executive demo.
Existing outage notifications bombard members (customers) with status updates almost daily or every few days as the problem code/job type changes from planned to unplanned outage.
We take great pride in our expertise, dedicating ourselves to expertly crafting immersive micro environments.
The Problem: Today’s messaging experience for outages doesn’t consistently do the following:
A) Provide members with a unified experience across outage types (planned/ unplanned) or channels (proactive/reactive).
B) Deliver critical updates in a timely manner.
C) Assist with outage-related member inquiries.
This can result in a member experience that feels robotic and increases members' effort when contacting support during an already frustrating event. This reduces members' confidence in Xfinity’s automated service comms.
Goal: Deliver a unified, proactive, effortless messaging experience that drives intelligent conversations with members impacted by 3 or more planned or unplanned outages within a month.
My Role: Designed reusable prompt framework, conversational script, agentic interaction, and demo.
“I’ve worked with many designers before, but this experience was on another level. The attention to detail and thoughtful approach made the process smooth and enjoyable.”
Natalie Brooks
Marketing Manager
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