Verizon

Complexity of Integration: Merging two distinct and complex service lines (wireless and landline) into a single, streamlined cohesive operational flow.

Existing Inefficiencies: Overcoming deeply entrenched, time-consuming processes that led to the 60-180 minute fulfillment times.

User Adoption: Designing an intuitive system that field technicians, accustomed to slow service request taking between 15 to 60 minutes with older methods, would readily adopt and find more efficient.

Technical Constraints: Collaborating closely with engineering to ensure proposed UX solutions were technically feasible and scalable within Verizon’s infrastructure.

Strategic Requirements Gathering: I took the lead in initiating and meticulously gathering comprehensive product design and functional requirements from various stakeholders, ensuring a deep understanding of both service intricacies and business needs.

User Research and Validation: Crucially, I conducted user interviews with field technicians to validate that the proposed unification of wireless and landline workflows made practical sense and would be effective in real-world scenarios. This ensured a deep understanding of user needs and informed the design direction.

Holistic UX Architecture: I architected the overall user experience, designing a cohesive framework that brought together previously separate service lines. This involved mapping complex interactions and information flows to create a unified system.

User Flow Optimization: I crafted detailed user flows that precisely outlined the new, integrated process for field technicians. These flows were designed to minimize steps, reduce cognitive load, and guide users efficiently through installations and service tasks.

Innovative UI Pattern Development: I was responsible for the creation of innovative UI patterns and components. These reusable elements enriched the design library, ensuring consistency, accelerating future development, and simplifying interactions for the field teams.

Unified Workflow Design: By thoroughly understanding both wireless and landline processes, I designed a single, optimized workflow that intelligently handled variations, eliminating redundancy.

Component-Based UI: The development of a robust library of UI patterns and components provided field technicians with consistent, predictable interactions, reducing learning curves and errors.

Clear Visual Guidance: User flows were translated into intuitive interfaces with clear visual cues and progressive disclosure of information, guiding technicians step-by-step. We also performed product testing on the new implementation to rigorously validate the actual time savings and ensure the targeted efficiency gains were met.

Cross-functional Collaboration: Close collaboration with product management, engineering, and field operations teams ensured that the design solutions were not only user-friendly but also met business objectives and operational realities.

Reduced Fulfillment Time: The most significant impact was the reduction of service request from 15-60 minutes to 7-12 minutes and fulfillment time from an average of 60-180 minutes down to an impressive 15-30 minutes.

Enhanced Operational Efficiency: This drastic reduction translated into substantial gains in productivity for field technicians, allowing for more service calls per day and improved resource allocation.

Improved Employee Experience: The streamlined and intuitive system significantly enhanced the daily experience for field technicians, reducing frustration and increasing job satisfaction.

Cost Savings: The accelerated service delivery likely resulted in considerable cost savings for Verizon due to optimized labor and operational overhead.