Life on Verizon is a digital-first experience that enhances transparency for the customer in assisted sales environments such as Telesales, Customer Care and Retail stores and It leads the customer to an unassisted experience, post transaction.
Whether a customer calls Verizon to make a purchase or walks into a retail location, the sales agent will send the customer an SMS text message containing a dynamic link to the customer's order summary for review. Once the customer taps the link, they are presented with the same order review that the Agent sees on their end. The customer can then ask the agent any questions they might have and review the order with the agent.
Once the customer has reviewed their order, they can step through any terms and conditions that are required and they initiate the transaction themselves by accepting the order.
Prototypes
Here are clickable prototypes that demonstrate both the customer's and the Agent's experiences.
Life on Verizon - Customer Experience
Life on Verizon - Agent Experience
This experience has a number of benefits - it increases the customers understanding of the transaction and it's potential impact on their monthly bill, it increases their overall satisfaction with the transaction, it reduces the average handling time (AHT) for each transaction and helps reduce calls into Customer Care, post-transaction, translating to cost savings for Verizon.
My role as the CX Design Lead was to work with the product team to define the customer's and the Agent's experiences as they both progressed through the order review and other required steps.
