Historical Data Visualization Feature
Technicians using WatchTower's Access Network Analyzer (ANA) needed the ability to analyze device behavior over time, surfacing intermittent issues that would not appear without using an external tool.
This design project involved the implementing a design for a new feature in the Access Network Analyzer tool with Comcast's National WatchTower, enabling users to view historical events at the node level with three distinct views for enhanced data visualization, analysis and troubleshooting.
Understanding the problem
Technicians frequently need to analyze nodes during the troubleshooting process for past events at the node level as part of their job. This requires switching to a separate tool, XME Lens, to extract the necessary historical data and perform proper analysis. This process was inefficient, time-consuming, and fragmented, leading to workflow disruptions and delayed insights.
- Analyzed intermittent issue patterns
- Mapped data needs
Identifying pain points
Held multiple discussions with senior leadership and field technicians to understand the current experience of switching between tools for diagnostic data. Engaged directly with network technicians to learn how cross-platform triage was performed in the field during active jobs. Partnered with the UX research team to review past studies, surfacing pain points and unmet user needs that had been documented across earlier research efforts.
- 60% of technicians report disrupted workflows
- 80% of technicians identified inadequate screen real estate as a constraint on multi-tool workflows
- 100% of technicians identified the current process as inefficient
Performing audit on external tool functionality
Analyzing XME Lens historical data tool that allows telemetry data to be displayed in three distinct views
- Audited the timeline view, evaluating how telemetry rendered across time and where temporal patterns broke down
- Assessed the events table, documenting gaps in sorting, filtering, and scan-ability of event detail
- Reviewed the hourly poll history table, identifying friction in sorting controls and data density
Iterating on technician feedback
Refined interaction patterns and shipped new capabilities based on direct feedback from technicians, prioritizing the changes that removed the most friction from real-world diagnostic workflows.
- Added advanced filtering and saved table configurations so technicians could persist their preferred views across sessions
- Built CSV data export, letting technicians pull telemetry into their own reporting and escalation workflows
- Introduced dark mode for low-light field conditions and upgraded chart tooltips for faster data reading
- Refined the adjustable modal and interaction patterns based on direct field-testing feedback
Embedding into the workflow
Embedded the historical data views into WatchTower's existing diagnostic flow through contextual entry points, then partnered with engineering on handoff and design QA to bring the feature to production.
- Designing contextual entry points so technicians reach them without leaving their current task
- Partnered with engineering on detailed design handoff, documenting components, states, and interaction specs for implementation
- Conducted solution design across build cycles to ensure the shipped product matched design intent
Launching to the field
Rolled the feature out to all WatchTower users, consolidating fragmented historical data workflows into a single tool and advancing the broader migration off the XME Lens platform.
- Launched to all WatchTower users
- Streamlined historical data workflows to one tool
Measurable Impact
The feature improved data accessibility for technicians while surfacing deeper insights into node history, enabling them to identify patterns and resolve issues more effectively. For the business, it advanced a broader migration strategy: by replacing capability previously offered in the legacy XME Lens tool, the feature accelerated the transition of all network technicians onto WatchTower, supporting the planned discontinuation of XME Lens and reducing long-term operational costs.
The most elegant data visualization is one that reveals the answer before the user consciously forms the question. When time-series data is presented with the right context, patterns become self-evident.
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