FIELD WORK OPTIMIZATION

OVERVIEW

Comcast relies on a vast network of third-party contractors to install, maintain, and service network infrastructure across the United States. As the vendor ecosystem grew, inconsistencies in job tracking, reporting protocols, and payment verification created operational friction for both Comcast and its field partners.

While initial strategy sessions highlighted systemic issues within the vendor payment structure and reporting workflow, many of the true operational challenges existed at the field level - where technicians were navigating outdated tools, fragmented reporting processes, and unclear verification standards.

To uncover the root causes behind these inefficiencies, Zach took an unconventional approach: embedding directly into the system itself.

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THE WORK

Recognizing that traditional consulting frameworks would only reveal part of the picture, Zach spent three months working undercover as a third-party field technician.

This immersive research approach provided first-hand visibility into:

• How technicians actually logged and documented jobs in the field
• Where reporting processes broke down between vendors and Comcast systems
• Payment delays caused by verification bottlenecks
• Operational workarounds technicians developed to navigate the system

Through this ethnographic field research, Zach identified critical gaps between Comcast’s internal operational assumptions and the day-to-day reality experienced by field vendors.

The resulting strategy focused on re-engineering the vendor workflow from the ground up, including:

• A redesigned system for tracking field work and vendor deliverables
• Improved documentation protocols to streamline verification
• A more transparent framework for vendor compensation and payment processing
• UX and workflow improvements to simplify reporting from the field

The new system created a more efficient interface between Comcast and its contractor network—reducing administrative friction while improving accountability and transparency across the ecosystem.

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IMPACT

The initiative fundamentally reshaped how Comcast interacts with its third-party service vendors.

By aligning field operations, reporting workflows, and payment verification into a single optimized framework, the new system improved both operational clarity and vendor satisfaction.

Key outcomes included:

• Streamlined vendor reporting processes
• Faster verification and payment cycles
• Greater operational transparency across Comcast’s contractor ecosystem
• Improved alignment between field technicians, vendor companies, and Comcast leadership

The project demonstrated how immersive research and operational empathy can unlock transformational insights—bridging the gap between corporate strategy and the realities of field execution.