Unifying Employee Experiences Across Xfinity

Overview

As a User Experience Manager at Comcast, I led and managed a growing team of eight designers responsible for the UX and UI of Comcast’s internal employee tools — including Retail360, Einstein360, and the next-generation platform Celestial.

Our mission was to simplify, modernize, and unify the internal app ecosystem used by retail associates, call center agents, and technicians — creating one cohesive, accessible experience aligned with the Xfinity brand.

The Problem

Comcast employees relied on a patchwork of outdated applications — Retail360 and Einstein360 — burdened by years of technical debt and legacy design patterns. These tools were:

• Slow, fragmented, and visually inconsistent

• Difficult to update due to outdated tech stacks

• Mistrusted by employees frustrated with frequent strategy shifts

• Not aligned with Comcast’s accessibility commitments or modern brand

Additionally, organizational challenges such as shifting leadership priorities, multi-layered approvals, and entrenched workflows made innovation difficult.

We needed to create a unified, accessible, and future-proof solution that employees would trust and adopt — all while navigating the complexity of a large corporate environment.

The Goal

1. Consolidate multiple internal employee applications into one unified platform — Celestial.

2. Modernize the UX and UI to reflect Xfinity’s brand identity and design language.

3. Improve accessibility, supporting Comcast’s 2026 pledge to increase employment of people with disabilities.

4. Build trust with internal users by delivering intuitive, reliable tools that streamline their daily workflows.

The Process

We developed a comprehensive UX process that balanced user research, agile iteration, and stakeholder collaboration:

1. Research & Strategy

• Conducted user interviews with retail associates, call center agents, and field technicians.

• Mapped user journeys and process flows to identify key pain points.

• Partnered with product and operations teams to understand business constraints.

2. Design & Iteration

• Created UX wireframes and low-fidelity prototypes for rapid feedback.

• Delivered clean, modern UI designs consistent with Xfinity’s evolving brand system.

• Facilitated cross-team design reviews with corporate and field stakeholders to ensure alignment.

3. Validation & Collaboration

• Partnered closely with developers and accessibility specialists to ensure WCAG 2.1 AA compliance.

• Held biweekly demos for leadership and end users to maintain transparency and momentum.

• Built iterative feedback loops between design, development, and operations to refine each release.

The Challenges

• Legacy tech debt in Retail360 and Einstein360

• Slow release cycles due to long approval chains and shifting leadership

• Distrust from frontline employees who were skeptical of corporate-led tools

• Competing strategies and priorities across multiple Xfinity divisions

• Cultural resistance to change, especially around long-standing workflows

Despite these challenges, our team remained focused on delivering value through empathy, consistency, and clarity.

The Solution: Celestial

We designed and developed Celestial — an all-in-one employee platform combining the best of Retail360, Einstein360, and Tech360.

Celestial introduced:

• A unified design system with scalable components and documentation

• Streamlined workflows tailored to employee roles

• Accessibility-first design, meeting WCAG 2.1 AA standards

• Modern UI aligned with Xfinity’s brand system

• Simplified cross-app navigation and feature discoverability

The Outcomes

• ✅ Finalized retirement timelines for Retail360 and Einstein360

• ✅ Launched the first retail iteration of Celestial, met with universal praise and adoption from internal teams

• ✅ Created a dedicated Design System team to maintain Celestial’s scalable visual and interaction standards

• ✅ Achieved WCAG 2.1 AA compliance across all new designs

• ✅ Scaled the design team to 8 members, fostering a strong, collaborative UX culture

Impact

Celestial set a new standard for internal user experience at Comcast, transforming how employees engage with their digital tools.
By consolidating multiple fragmented systems into one cohesive, accessible platform, we:

• Improved efficiency and satisfaction for retail and support staff

• Reduced cognitive load through consistent, streamlined design

• Restored employee trust in corporate digital initiatives

Reflection

This project was a defining experience in navigating complexity at scale — balancing the needs of thousands of employees, multiple leadership changes, and a legacy system overhaul.

It reinforced my belief that great enterprise UX starts with empathy, collaboration, and transparency — and that even in the most layered organizations, human-centered design can make a measurable impact.