Verizon

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. Our UX team wants to understand the current Verizon service landscape, and how their customers feel about the existing shops, website and apps, to create a new and delightful customer experience across their service touch points.

Approach

Research

Visited and studied several types of Verizon retail environments.

Customer journey mapping

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.

Onboarding

Onboarding is the first touch point after user acquire Verizon service, the experience used to be painful, with the new experience design, the onboarding and sign in process had became seamless.

Wireframing & Prototyping

Sign in

Created usability testing strategy and planning.

Execution

Native mobile app

Desktop website

Thank you!