Jimmie Solomon

Let's connect

jimmiesolomonjr@gmail.com

Email copied!

Jimmie Solomon

Let's connect

jimmiesolomonjr@gmail.com

Email copied!

Jimmie Solomon

Let's connect

jimmiesolomonjr@gmail.com

Email copied!

Verizon Chat Platform

Verizon Chat Platform

Verizon Chat Platform

A sophisticated virtual agent that possess deep knowledge about our brand & products.

A sophisticated virtual agent that possess deep knowledge about our brand & products.

A sophisticated virtual agent that possess deep knowledge about our brand & products.

Overview / Challenges

We had a high volume of calls coming into the call center creating additional costs for Verizon. We weren't showing the right customers the right plans at the right times. Some users felt overwhelmed when ordering which prompted them to call. We wanted to create a way for users to self serve and get the information they needed in order to make decisions without having to call.

ROLE

Head of Product Design

TIMELINE

2016-2022

LOCATION

Remote

Overview / Challenges

We had a high volume of calls coming into the call center creating additional costs for Verizon. We weren't showing the right customers the right plans at the right times. Some users felt overwhelmed when ordering which prompted them to call. We wanted to create a way for users to self serve and get the information they needed in order to make decisions without having to call.

ROLE

Head of Product Design

TIMELINE

2016-2022

LOCATION

Remote

Overview / Challenges

We had a high volume of calls coming into the call center creating additional costs for Verizon. We weren't showing the right customers the right plans at the right times. Some users felt overwhelmed when ordering which prompted them to call. We wanted to create a way for users to self serve and get the information they needed in order to make decisions without having to call.

ROLE

Head of Product Design

TIMELINE

2016-2022

LOCATION

Remote

Research

Existing User Journey Map

Recreated the existing user journey from a conversation a customer might have with the call center rep.


Competitive Analysis

Did a deep dive on other similar experiences in the market, so companies like Oscar, Quartz and Penny analyzing their design design principles.

E2E Flow In Person Test Study

Main Objectives:

  • Watch users as they purchase Internet (E2E Flow)

  • Find whether the users prefer a conversational interface

  • Discover the challenges faced by the user

Findings

  • Users were most successful in reviewing and ordering internet

  • Users missed certain parts of the conversation as they animated off the screen after a certain duration

User Interviews and Surveys

We conducted interviews with both current Shazam users and TV viewers who hadn't used Shazam before. We found that:


  • 86% of smartphone owners use their mobile device while watching TV


  • Users were keen on the idea of real-time information about shows

Market Analysis

Our move into the TV space was motivated by the growing trend of "second-screen experiences."



Companies like Nintendo and Microsoft were already paving the way, and we wanted to leverage its existing audio recognition technology to create a unique offering in this space.



Process

User Test: Installation Test Study

Main Objectives:
  • Find the easiest and quickest way for the user to schedule an appointment

  • Find whether the UI is intuitive and usable

  • Discover the challenges faced by the user to schedule the appointment

Findings
  • Users preferred the monthly calendar grid view over the weekly view

  • The UI to select time slots was equally understood in all cases

  • A secondary confirmation CTA (‘Book appointment’) was needed

High Fidelity Designs

In our high fidelity designs we wanted to focus on creating a delightful + personalized experience, based on our customers data, to save users from repeating unnecessary interactions and creating a faster customer journey with less friction.

These were our 3 core requirements.

Human

The conversation is natural and organic. All of our services were designed with conversation in mind.
It’s designed to foster a personal connection between services and
their users.


Intentional

The conversation dynamically adapts to the customer’s needs. Focusing on creating a personalized experience, based on user data, to reduce the workload between users and conversions.

Dynamic

By making the platform modular we were are able create conversation that is not required to be linear. At any part in the process a customer can choose where the conversation goes.


Jimmie Solomon

Experienced Product design leader with over 15 years championing robust design teams. Adept at instilling a powerful design culture, mentoring talent, and forging strategies that fuel growth and innovation.

Think I’d be a good fit for your team?
Let’s connect.

jimmiesolomonjr@gmail.com

Email copied!

Jimmie Solomon

Experienced Product design leader with over 15 years championing robust design teams. Adept at instilling a powerful design culture, mentoring talent, and forging strategies that fuel growth and innovation.

Think I’d be a good fit for your team?
Let’s connect.

jimmiesolomonjr@gmail.com

Email copied!

Jimmie Solomon

Experienced Product design leader with over 15 years championing robust design teams. Adept at instilling a powerful design culture, mentoring talent, and forging strategies that fuel growth and innovation.

Think I’d be a good fit for your team?
Let’s connect.

jimmiesolomonjr@gmail.com

Email copied!