Role: Lead Product Designer

Project: New security modes and notification strategy

Released: 2023

Xfinity Security Modes

Redesigning notifications into a Home/Away protection and automation model

CONTEXT & STAKES

Smart home users were overwhelmed by notification volume, missing critical security events amid the noise. This hurt trust, engagement, and upgrades to premium protection tiers

We needed a model that prioritized alerts contextually while positioning free features as an upgrade path to paid services.

MY ROLE & COLLABORATORS

Led UX for Security Modes, defining the Home/Away model and notification rules. Partnered with PMs, engineering, and content to align on prioritization logic and premium positioning.

PROBLEMS & INSIGHTS

User Pain Points

  • Notification fatigue from every device event

  • Missing critical alerts amid noise

  • Unclear value of free vs premium protection

Business Pain Points

  • Low conversion from free security to paid tiers

  • High support volume from “too many notifications.”

STRATEGY & KEY DECISIONS

Reframe notifications around user context

Home mode: high-priority alerts only + activity feed for review

Away mode: full push coverage for remote monitoring

Consolidate device alerts into one control automation

Single settings page for all modes, reducing cognitive load across all devices

Position modes as a premium upgrade path

Educational onboarding shows how modes works with paid tiers, creating a clear upgrade ladder.

SOLUTION

Notification model & entry

Orignial home tab had no context-aware controls. New flow introduces proactive toggle + educational screens before settings

Home mode

High-priority alerts only + activity feed for review, reduces noise while maintaining awareness

Away mode

Comprehensive push coverage for when users are away, allows for clear prioritization, and maintains trust

OUTCOMES

  • Significant engagement and conversion lift post-launch

  • An up-tick in customers upgrading from free to premium protection

  • Reusable notification model established for future features

WHAT I LEARNED

For the Organization

  • Creating a scalable context-aware notification framework can be easily expanded across smart home products

For Myself

  • Deepened my ability to design upgrade ladders within free products