Research
Understanding Our User's
The journey began with a deep dive into understanding the user's world. We engaged with Verizon customers through surveys, interviews, and observing them using the current app. The goal was to step into their shoes and feel their frustrations and joys. We analyzed customer support call logs, scrutinized feedback from social media/app store, and conducted usability testing sessions. These really helped us gain a vivid picture of the user's struggles with managing multiple services, finding app features, and being bombarded with Verizon upsells. promos and advertisements.
Persona Development
The personas were created, based on our research. We found there were 2 primary personas: multi-service frequent logins, standalone frequent logins, and standalone infrequent logins. These personas were the foundations of our designs as we decided which things to prioritize and de-prioritize.
Process
Defining The Problem
Armed with tons of customer data, we defined the core problems. These issues were distilled into a clear problem statement: "How might we design an app that seamlessly integrates Fios and Wireless services, is easy to navigate, educates users about undiscovered features, and prioritizes user experience over advertising?"
High Fidelity Designs
After refining our prototypes and ensuring they met user needs, we prepared for a widespread release. The launch was planned meticulously, with a focus on impactful communication and seamless deployment. We also worked with product marketing to develop a strategy that highlighted the app's new features and improvements, directly addressing the pain points we had identified.
