Company
Verizon is an American wireless network operator that previously operated as a separate division of Verizon Communications under the name of Verizon Wireless.
Challenge
Verizon customer communications are often extensive and relate to several experiences at once. A customer should be able to find whatever information they are searching for easily in one place. Not only does Verizon offer extensive products are services, Verizon hosts a variety of sub companies which affect the overall user experiences and back end infrastructure.
UX Process
Through a multi-team collaboration, we were able to include an end to end user experience process. We started out by mapping existing user journeys within our experience and in our competitors. We focused on improving pain points and what was effecting our sales adversely and presented internally with several stakeholders. After journey mapping we hosted design studios, created feature matrices and collaborated with our UX research time to inform our next iterations of the product.
T Mobile verses Verizon
Amazon user flow purchase accessory
T-Mobile user flow purchase accessory
Verizon user flow purchase accessory
ABCD Testing with users
Messages and notifications
Priority Message Updates
Outcome
We improved the shopping experience by showing when a product was not currently available prior to click through. We also worked on improving the cart and sign in process. We also created 2 interrelated products: the Account Activity Hub and the Unified Account Dashboard. These 2 products allowed users to have multiple each entry points to common tasks as well as receive usage statistics and other relevant account specific offers.
