Verizon Total Experience
Mission
Bring the new Verizon brand tenets of “simple, human, for me” to life by creating fresh ways to engage customers across several touch points including retail, mobile app and desktop site. My role was to work on store research, UX design for 3 digital experience in the retail stores and a customer facing mobile app.
Approach
Research
Visited and studied several types of Verizon retail environments.
Highlight for this research is, I got to have a conversation with a customer representative at Verizon smart store, who had experience working in Verizon online chat, customer call centre, Verizon retail stores, and transition to Verizon Flagship store in Chicago. He provided thorough insights and first hand stories on how Verizon customers feel about the service, pain points across the touch points, given me a holistic view of the interaction between the business and its customers.
Customer journey mapping
Summarized the research and analyzed data about customer behaviors across all experiences to identify pain points, gaps and opportunities.
Collaboration
Worked closely with Business Analysts, Data Analyst, Client Services, and Visual Design teams under an Agile approach.
Verizon iOS app redesign - Phase 1
Overview:
Sign in • Dashboard • Usage • Navigation
New Onboarding experience
Onboarding is the first touch point after user acquired Verizon service, the experience used to be painful, with the new experience design, the onboarding and sign in process had became seamless.
User flow: First Time user Experience
1. App entry flow
2. Authentication flow
Wireframing & Prototyping
"Sign in just got simpler."
Visual execution
Our amazing visual designers turn our wireframes into beautifully designed eye candy.
