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The rise of smart TV and the internet has changed the way we think of television. However, one thing that has not changed is Comcast’s reputation for bad service and low starting rates accompanied by hidden fees. Digital services such as Hulu and Netflix offer movies and TV without complicated experiences and installation, causing people to forgo cable all together. The tech savvy generation does not want to wait for the cable guy, speak to a representative to change services, or haggle over complimentary premium channels and gift cards.
In order for Comcast to gain back customer trust in this competitive digital age, they need to streamline their services and simplify the experience. All services are provided via the internet, yet they choose to treat it as three separate options rather than a main customizable one. All information is streamed over the cable, but customers are forced to use a cable box that can easily be replaced by a computer or any other device most users own. Instead, they should offer a basic service with a default package, having the option to upgrade where needed. Given this flexibility, users that currently chose to forgo expensive premium packages might be interested in signing up for specific services, such as individual episodes or shows.
Their current service is full of unnecessary information and repetition, with complicated packages and services that could be simplified. The following is an overview of a simpler experience, that could be implemented in a variety of ways from direct mail to website layout.
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