Verizon Connect
Verizon Connect provides fleet management hardware and software to help businesses track vehicles and assets in the field. To get customers up and running a multitude of services and systems are required to sell, ship and organise the installation of the customers hardware.
Early concept designs
The problem
My team was given the task to investigate and help improve the installation experience for Verizon Connect customers. We took ownership of the VZ Check app that vendor installers use to install, capture details and check the quality of the customers hardware.
I needed to get my head around the problem space and conducted interviews with internal stakeholders and vendor installers. The output of this research was an As-Is journey map which I could pinpoint the pain points and start to ideate on a To-Be journey.
Initial kickoff workshop
Journey map
Bringing the solution to life
I created storyboards to visualize the improved journey highlighting system integrations and ultimately a better flow of data between the different actors.
The storyboards took key moments in the user journey and brought them to life by mapping out and highlighting the pain points along with the proposed software, systematic and process solutions that could be implemented to solve the issues.
Ethnographic research
I needed to delve deeper into the day of installation to get a better sense of how the installers worked. I organised and conducted a field study to help build the team's understanding of how an installation is carried out.
“With the vision in place, I shifted into tactical deliveries to get us closer to that ideal state”
UX improvements
After user testing and reviewing the app a number of quick wins were identified to help the technician do his job. The biggest impact came from redesigning the data collection forms where simple UI changes like grouping of similar elements, bigger hit areas, non native form fields and better alignment.
Before UX improvements
After UX improvements
Help and guidance
The technician's job is difficult as they are dealing with so many different vehicles and setups. To help them I started to introduce help and guidance into the flows. The main principle was ‘the right help when needed’ - links to help articles were introduced along with inbuilt guides and better error states with clear next steps.
Help and guidance within the app
More data points
To help the CS team diagnose hardware issues faster and more accurately they required better data of the installation and more details. We introduced a simple update to allow the technicians to input the install type.
More reliable data
To solve a major issue of incorrect details being captured I introduced a number of features to help the technicians gather accurate data. I designed a drill down select menu for vehicle make and model. I also introduced a toggle to allow the technicians to enter the details manually while also collecting valuable extra data of the install.
