Verizon

An example of typical Verizon work at Moxie – improving and adding in features to the existing app.

Contributions
Skills
Tools

A peek at Verizon life at Moxie: The ever-useful resource of their live homepage, various annotated wireframes in multiple formats, and a typical Axure view.

Background

Verizon is by far the largest client of Moxie, so much of the work the UX department touches is for Verizon. Most of Verizon’s systems and features are well-established and already built, so frequently, when we are brought onto a project, it is for modifications of an existing product. We work in responsive web and mobile app formats, mapping out user flows, designing decision trees, determining proper information architecture, and delivering wireframes, comps, or “womps” depending on the speed and resources of the project.

A particularly interesting example of my Verizon work at Moxie was the addition of the “Returns and Exchanges” feature to the existing My Verizon app. The feature already existed on web and mobile web, but needed rethinking for integration into the app.

A few comps reflecting the live web version of the existing feature from which we pulled business and functional requirements.

Research

I was brought onto this project at the point of conversion to mobile app because I had previously worked on the My Verizon app and knew the functionality and brand standards well. I was given the necessary background information by a teammate who had worked on the responsive web version of the feature, and had the opportunity to ask questions of the client as needed to determine how the feature would fit into the app.

We tested the web version and found sticking points and areas that could be improved as we re-thought the user flow for the app version. Gathering this information and discussing our findings with the client prepared us for the next phase of the build.

A flowchart showing the possible user journeys for this particular feature.

AnaLysis

With a full understanding of the functionality of the existing product, plenty of feedback on the issues users have with the current system, and knowledge of the boundaries of our ability to make changes to the system, we were prepared to map out our modified flows and functionality. We iterated on our plan, checking in with the stakeholders frequently and modifying as needed to meet both the business and user needs.

A couple of over 100 annotated "womps" for business and development review and an obsessively organized Sketch page full of screens.

Design

We presented flows, variations, and user journeys for nearly every possible use case of the experience. This tedious process was important so that we did not miss anything that might need to be built in later. We made every attempt to utilize an Object-Oriented Design approach, meaning we designed elements that could be reused in as many places as possible with only slight variation, making it easier on the development and creative teams and saving time and resources.

The Verizon app has a distinct and strict creative style. In this case, we were able to create “womps” (wire-comp combinations) in Sketch since all of our creative elements were already available as symbols from previous work on the app.

The My Verizon app live in the iTunes App Store.

Evaluation

By the end of our involvement in this conversion, the stakeholder liked our new flow so much better than the existing one that they voiced their desire to rework the flow of the existing product to match. The finalized development and production of the feature is in the works, and the added functionality to the app should be released in the near future.