Customer Portal
Small Business Connectivity
Business owners who have invested into connectivity plans, want to see current performance metrics and to understand value in future upsells.
Services
Setup Process & Flow
Dashboard Design
Metric-Informed Upsells
Role
Designer
Verizon Small Business
As a multinational telecommunication company, one of Verizon’s goals is to provide connectivity and communication to small businesses, particularly Quick Service Retail which tend to be small immediate consumer fair.
Presentation
Challenge
We needed to establish a clearer process for selecting and installing technology onsite, then to be able to provide the customer with status and performance metrics.
Solution
We created a customer portal that provided an easy entrance into a comprehensive setup process, which will bring the user to a dashboard where they will be able to see progress of installation as well as see key performance indicators.
Customer Journey
When customers first arrive at the product they haven’t completed their first product setup yet, and so we have to coax them into the path.
After they have setup their first set of services, we want to be able to show them what they have and what each individual status is. Both instances can be overwhelming at first, but since our user-base only arrives at this page once a month, they will expect to see everything up front.
Wireframes
Page Flow/Storyboard
How does a user complete a particular task? How do new pages reside with existing pages in a process? One way to stay honest is to position them side by side so it’s clear how a user might move from page to page.
Expounding User Mindset with Click-Throughs
Often when discussing page flows, we can use Craft to create a click-through presentation. These can be a valuable part of iteration as they can often show how a user experience fits with the mindset of users between pages.
Process
Like in many companies, the process of reaching a particular UX can start with a set of business requirements. When possible a journey map is instituted to help build a roadmap. From there, iterations allow for the evolution from topical areas to actual designs. At some point, a design needs to incorporate standards from a library usually owned by another peer team. So the opportunity is often to carry over the design as is with only simple text overrides.
Fast Conversion
At the end of the day, what will keep customers with Verizon will be to have product installed, and preforming in a satisfying way. The website is only there to help, and the ultimate value occurs outside of scope of where a designer can help. Thus our focus, oddly enough is to not belabor the process or drag them through a product catalog. Instead we want them to arrive, find what they think they need and leave.
Imagining the Impossible
Sometimes an initiative requires more effort than what can be invested. That’s where UX can shine because we can often provide a vision and an idea for how a product might behave BEFORE it actually existed, so often the folks with the purse strings need only to see what could be.
Key to Collaboration
Design shouldn’t hide inside of a black box, instead everyone who cares should feel welcome to participate. So many forms of iteration and collaboration come down to a simple exchange. See what it might be compared to what we’ve discussed. Seeing designs that are informed by each, side by side, goes a long way in moving forward.
Services
Setup Process
Shopping Catalog
Customer Portal
Design Software
Sketch
InVision
Figma