Verizon Total Experience

Bring the new Verizon brand tenets of “simple, human, for me” to life by creating fresh ways to engage customers across several touch points including retail, mobile app and desktop site. My role was to work on store research, UX design for 3 digital experience in the retail stores and a customer facing mobile app.
UX Design
UI Research
Telecomunication
Verizon
Millennials

Seamless integration of digital and physical experiences

Focuses on creating a seamless integration of digital and physical experiences across Verizon's smart stores, flagship locations, and online platforms. Our goal was to enhance customer interactions by designing intuitive interfaces that connect users with store representatives effortlessly.

Our approach involved conducting in-depth research at physical store locations, organizing stakeholder workshops, and collaborating closely with the art directions and UX/UI project team.

In the research phase, we engaged with experienced representatives at Verizon's flagship store and analyzed data from various service touchpoints, including online platforms, call centers, and physical shops. This comprehensive approach allowed us to identify key areas for improvement and innovation.

Research

Understanding user needs through comprehensive design research. Visited and studied several types of Verizon retail environments.

Interaction

Shop experience and omni-channel interactions

We identified key customer interaction points to streamline digital experiences. Analyzed data about customer behaviors across all experiences to identify pain points, gaps and opportunities.

Design

Wireframes, Mockups, Prototypes

Collaboration

Worked closely with Business Analysts, Data Analyst, Client Services, and Visual Design teams under an Agile approach.

Project visuals