Customer Portal
Small Business Connectivity for franchise owners who have invested in payment processing plans want to see current performance metrics and understand the value in future upsells.
Web App
Setup Process & Flow
E-Commerce Storefront
Product Upsells
Role
Connectivity Informatics
Data Visualizations
Verizon Small Business
As a multinational telecommunication company, Verizon Small Business division’s goal is to provide connectivity and communication to growing businesses.
Especially the needs of Quick Service Restaurants, which have a significant dependence on connectivity and are in need of immediate and compatible solutions.
Presentation
Challenge
Show ways to improve their service and how it matters. Establish a better way to shop, purchase, and install technology onsite. Provide the status and performance metrics of active products.
Solution
Improve a customer portal that provides an easy entrance into a comprehensive setup process. A dashboard will show the progress of installation and setup, as well as key performance indicators.
Customer Journey
When customers first arrive at the product, they have not completed their first product setup yet, and so we have to coax them into the path. We start with a relatively simple presentation.
After they have set up their first set of services, we want to be able to show them what they have and what each status is. Both instances can be overwhelming at first, but since our user base only arrives at this page once a month, the complexity matches the expectation.
Wireframes
Understanding the Primary Path
Engagement will shape the product’s user interface. What is most important is that a product’s features are shaped around the manner in which they are used to complete goals. A use case can often be seen in a set of screens, so that there is an understanding of the content.
Increasing Fidelity
The process of reaching a goal can start with a set of business requirements. When possible, a journey chart is instituted to help build a roadmap. From there, iterations of increasing granularity allow for the evolution from topical ideas to actual designs. As part of presenting to a larger team, a design needs to implement standards from a design kit.
Fast Conversion
Customer satisfaction rules the day, and to succeed, the product must guarantee that. The focus is on how users navigate. Find what they think they need, and leave. Our focus is not to belabor the process or drag them through a product catalog.
Attention to Detail
Designing an initiative requires focus. User experience design can help to provide a vision, and a sense of how a product could work.
Design Transparency
Design should not hide inside a black box. Instead, stakeholders should feel welcome to participate. Iteration and collaboration are built on open exchange. Seeing designs take form can be revitalizing, particularly those based on what has been discussed earlier. Seeing designs that are informed by each, side by side, goes a long way in moving forward. Comparing designs side by side can inspire a collaborative understanding.
Services
Setup Process
Shopping Catalog
Customer Portal
Design Software
Sketch
InVision
Figma