Verizon is an American wireless network operator that previously operated as a separate division of Verizon Communications under the name of Verizon Wireless.
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.
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.
Our team created 2 interrelated products: the Account Activity Hub and the Unified Account Dashboard. This allowed users to have multiple each entry points to common tasks as well as receive usage statistics and relevant account specific offers.