VERIZON CONSUMER GROUP PROJECTS
As Verizon looked towards the next generation of CX, it sought to reimagine its consumer experience into one that was more human and customer-centric. It engaged R/GA as a partner to help ideate, support, and communicate these innovations, and I worked alongside many of the agency’s most talented experience and visual designers to help bring them to life.
VERIZON UNIFIED .COM EXPERIENCE
Because of the breadth of Verizon’s offerings, prospects and customers were encountering wireless and home offerings across siloed and inconsistent web experiences. Our challenge was to transform a cluttered pastiche of promo-like content competing for page real estate into a more unified, mobile-friendly experience that merges Verizon’s most important wireless and wireline content into a single streamlined narrative experience.
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VERIZON DIGITAL ASSISTANT
Picture a clunky old phone-centric, IVR customer service system. Now imagine you could just press # to reimagine the entire customer service experience through the lens of a unified, AI-powered, always-on brand personality. One that embodies Verizon’s core values and engages customers in a single, ongoing continuous conversation wherever they are — from phone to text and chatbot to in-store kiosks — reinforcing its brand personality at every digital touchpoint. There are a lot of moving parts to this highly ambitious project. Here’s a closer look.
VERIZON CX RETAIL VISIONING
Although Verizon has traditionally ranked highly among carriers for its in-store customer experience, new technologies have made this aspect of the business ripe for transformation. Verizon engaged R/GA in an ambitious innovation project to explore ways of leveraging digital to evolve their brick-and-mortar experiences, and then we presented these concepts in a vision for them to work towards.
VERIZON APP ECOSYSTEM REDESIGN
Believe it or not, Verizon has more than a dozen active apps available in the Apple App Store and Google Play Store respectively. Each is developed and managed by different teams and business units across the organization, which leads to wildly inconsistent experiences, both visually and verbally.
I led the R/GA copy team in auditing, revising and unifying all App Store / Google Play store descriptions and in-app copy into a clear, consistent voice. And then we developed best practices and authored an App Ecosystem Handbook for Verizon’s teams to follow on future app launches and updates.