Disclaimer: This is a personal, non-commercial project created for educational and portfolio purposes. It is not affiliated with, endorsed by, or officially associated with Verizon in any way. All trademarks, logos, and brand names are the property of their respective owners.
The goal of this project was to reduce customer frustration by preserving chat history, enabling seamless agent transitions, and streamlining plan customization - leading to a more intuitive and retention-focused Verizon experience
Benefit for Verizon Users
Verizon users are able to get the help they need without frustration and customize their plans without confusion. This redesign enables customers to
Resume disconnected chat sessions.
Request a callback instead of waiting on hold.
Modify their plans with one click, real-time pricing updates, and a clear comparison tool.
Context
Based on App Store & Play Store reviews, Verizon’s app has two major UX pain points:
1️⃣ Disconnected Customer Service Calls – Customers get disconnected from agents and can't resume their conversations. Many complained about being on hold for too long and paying a $10 agent fee
2️⃣ Plan Customization Complexity – Users find difficulty in quickly adjusting or comparing plan options.
Business & user impact:
Leads to higher customer dissatisfaction
Increased support costs due to unnecessary repeated calls/chats.
Complex plan selection increases decision fatigue.
Application Reviews
Happy Path - Chat Support
Wireframes - Chat Support
As the timeline for this case-study was one day, I converted the wireframes in Figma into a clickable MVP using Lovable.dev. This was incredibly useful in developing a quick prototype and gaining a better understanding of the user experience.
Comparing plans is now easy and intuitive with the Plan Customizer. Users can seamlessly toggle between different plan options, view key features at a glance, and tailor their selections with add-ons and data preferences. The interactive elements, such as the data slider and toggle switches, provide real-time feedback, making customization effortless. By leveraging a clean and structured layout, the interface ensures clarity while maintaining a smooth user experience.
The prototype supports both dark and light modes, ensuring optimal readability and a visually appealing experience across different lighting conditions.
Happy Path - Plan Customization
Wireframes
When the user selects an issue, the issue summary is automatically updated to reflect their query. This automation eliminates the need for users to manually describe their concerns, making the process more efficient. With the relevant details already captured, the user can seamlessly proceed to request an agent, ensuring that customer support has the necessary context upfront. This not only speeds up response times but also enhances the overall experience by reducing unnecessary back-and-forth. The issue summary also gets stored in the chat history in cases where the user gets disconnected.
The callback feature ensures that users no longer have to wait on hold, providing a seamless and frustration-free experience. Once an agent is available, the system automatically dials the user back, ensuring they receive the assistance they need without unnecessary wait times. This not only improves customer satisfaction but also optimizes call center efficiency by managing peak-hour traffic more effectively.
