Simplyfing CX at Verizon
Overview
Leading UX initiatives to optimize Verizon's trade-in experience, enhancing customer engagement and conversion through research-driven design solutions.
Responsibilities:
User Research & Testing: Conducted in-depth user research and usability testing to uncover pain points and streamline trade-in flows, ensuring a seamless experience for millions of Verizon customers.
Design System Contribution: Worked within and contributed to teams library powered by a massive design system, refining components and interaction patterns for consistency across digital touch-points.
Ideation & Strategy: Collaborated with cross-functional teams to ideate and refine UX strategies, balancing business objectives with user needs to drive engagement and retention.
Pro on the Go
With “Pro On the Go,” a tech expert delivers your device to a location of your choice. be it your home, workplace, or a public spot like a coffee shop. They assist with activating and setting up the device, configuring web-based email, connecting to Wi-Fi, pairing Bluetooth devices, and providing tips to maximize your device’s potential.
However, some customers have reported challenges with this service, such as missed delivery appointments and communication issues. For instance, there have been instances where customers waited for deliveries that were delayed or canceled without adequate notice.
I was commissioned to enhance the rescheduling flow, minimizing missed deliveries and bringing full control of the feature in-house, eliminating reliance on external vendors.
Elevating Team's library
When I joined the team, they were still using Sketch, which made collaboration and consistency a challenge. I helped lead the transition to Figma and played a key role in building a design library from the ground up. By creating reusable components, setting up typography and spacing guidelines, and organizing everything into a clear system, we made the design process much more efficient. This shift not only saved time but also ensured a more cohesive look and feel across all screens. Now, instead of recreating elements from scratch, the team can focus on refining the user experience, making our workflow smoother and more collaborative.
Service Central
is an internal Verizon platform that centralizes service and support workflows into a single, scalable experience. While at Trade, I contributed by bringing trade-in flows from a separate team I had previously worked with and redesigning them to fit Service Central's architecture, patterns, and operational requirements. I also helped define and design a new service journey, CLNR (Certified Like New Replacement).
