Shopping Streamlined at 5G Speed
Verizon wanted to streamline the customer experience and operational costs of its stores. For a "digital first" company, its hardware and user experience were outdated and cumbersome, resulting in falling utilization, Net Promoter Scores, and increased sales rep reliance.
We created a new service model called the Express Store. We planned and choreographed all aspects of the Verizon Express Store, using hero flows and personas to act out different scenarios and present how the store worked differently. I was responsible for 2 of the six specific digital products. Kiosk and Endless Aisle XL.
Collaborated in 2019, as a Senior Product Designer with AKQA.
Make a Payment
One of the pain points for Verizon customers was making a payment. Delivering on the brand promise of “speed and efficiency” by creating an experience that reduces the complexity of making a payment regardless of the path.
Pay Via Cash
Pay Via Check
Pay Via Giftcard
Upgrade a Line
User testing and research confirmed potential clients prefer quick, digestible content to make decisions. Therefore, we created a flow that relies on A/B decisions while maintaining the new branding aesthetic. We confirmed success with an average of 95% of testers could completing the task within 10 minutes.
Upgrading an iPhone XS
The Big Screen
We created our large display as an extension of our smaller customer kiosks. Creating a consistent, flexible system helps customers toggle between the XL and kiosk experience.
Research showed an average of 85% of testers could complete their tasks within 10 minutes.
100 Inch Touchscreen
Our team made sure to use best practices when designing user interfaces for primary disabilities related to vision. In addition, we made sure to create an experience to address the needs of users who have physical disabilities as well.
While You Wait
Verizon wanted to introduce an experience as your product is being prepared. We created an experience for users to make additional purchases of their items as it is in the queue. Focus points were adapting to the large display's proximity and the experience's size to address all personal security concerns.