Client 

Top Telecommunications Company

Onboarding Prepaid Phones

Introduction

Verizon needed a seamless device activation experience that empowered and engaged their customers. So we asked ourselves, how might we offer a white glove experience to a customer we never meet?

KPIs

  • Bring more users into “My Verizon App”
  • Reduce returns & disconnects
  • Elevate premium positioning
  • Tasks

  • User Interviews
  • Stakeholder Interviews
  • Customer Journey Maps
  • Competitive Audit
  • Information Architecture
  • UX/UI Design
  • Prototypes
  • Usability Studies

  • Goals

    Create a seamless activation experience that does not require any additional phone calls. Make it as “fast” and “easy” as possible. Create a premium experience so that people can justify the high price point.

    “I want to be able to do it anywhere, on my own, right out of the box."

    Customer

    Problem

    The current experience to activate a phone was long and tedious. It required several steps and phones calls in order to activate a device. When speaking with users they noted they just need it to be “fast” an “easy”.


    Time

    Users desired a shorter time-to-completion process.

    Reduce Calls to Support

    The business was spending millions on customer support calls averaging over 1.6 Million per year.

    Decrease Returns

    Over 20% of Prepaid phones are returned.

    Process

    01

    Research & Strategy

    Our team embeds alongside yours to help define the strategic vision, conduct research and learn how to drive business value while building products users love.


    02

    Design Sprints

    We run a 5 day concept driven Design Sprint that uses Design Thinking in cross-functional teams to design, prototype, and test solutions with users.


    03

    Detailed Design Sprint

    We create design language systems to scale and work through complex user journeys to ensure all scenarios are accounted for tested prior to launch.


    Solution

    We developed a conversational guided experience that would ease users into the process of providing their information. This approach kept things organized while maintaining an element of humanity in our tone of voice and experience.


    • Time Saved: The overall process was reduced by 33% from previous executions, lowering completion time by 10 min on avg.

    • Happier Customers: Improved customer sentiment and NPS score by 18 points and lowered return rated by 5%.

    • Reduced Support Calls: Reduced support call by 17.9% and Increased “My Verizon App” adoption by 8.79%. This lead to millions in savings.



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