COMCAST

Complex Network. Simple tool. Comcast asked us to take a tool that all their technicians use on a daily basis and completely redesign it.
What we started with.
The tool had not been touched since the 90s.

We’re not being tough on them when we say it was very dated. Everyone agreed. I had two weeks to get up to speed, understand what this tools was used for, how, where, when this tool was being used and re-imagine a 90s tool. Time to get to work.Here is what I was given:
Holy data batman.
It might seem like a lot, and that’s because it is. This tool is responsible for alerting technicians of issues wrong with the network and giving them all the data to figure it out. The problem was, it didn’t tell them what was wrong, just why it was broken.

Imagine for a second, you're a lineman or a technician for a ISP, you are out in the field, day and night. Digging holes, climbing ladders, in a bucket truck. Winter. Summer. Rain. Snow. The longer you are on site trying to figure out the issue, the money money it costs and the colder, wetter, hotter you are. On top of this, you’re trying to stare at a screen of a 11 year old laptop that’s been beat to hell.

Whew.
New tool. New platform.
We needed a tool that was adaptable to the technician with quicker diagnostics. Something that told them what was wrong and why it happened.

Creating a tool that was iPad specific allowed us to leverage a ton of the built in tools and provide an elevated user experience regardless if a tech found themselves in a ditch or 30 ft up in a bucket truck.
Because of the wide variety of environmental conditions we built both light and dark modes.
It's like X-Ray vision, but better.
Finding lines, understanding all the technology that’s being deployed in 360º is critical for fast service. AR helps us expedite that process