Research
Understanding Our Users
Our journey began with a deep dive into understanding Verizon customers, their habits, frustrations, and expectations. We conducted surveys, interviews, and observation sessions using the existing app, aiming to step into their shoes and truly experience their day to day interactions. We also analyzed customer support call logs, reviewed social media and app store feedback, and ran usability tests. Together, these insights revealed clear patterns: users struggled to manage multiple services, locate key features, and tune out a constant stream of upsells, promotions, and ads.
Persona Development
From our research, we identified three core personas. Multi service frequent logins, standalone frequent logins, and standalone infrequent logins. These personas grounded our design strategy, guiding decisions about what to simplify, surface, or scale back to create a more intuitive and focused user experience.
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.
