PROBLEM(S)
PROBLEM(S)
Verizon customers often have difficulty finding desired information within the complexity and information density of Support, Network, and Device Troubleshooting pages
This leads to increased calls to customer support reps, thereby increasing Verizon's operating expenses
Verizon customers often have difficulty finding desired information within the complexity and information density of Support, Network, and Device Troubleshooting pages
This leads to increased calls to customer support reps, thereby increasing Verizon's operating expenses
SOLUTION(S)
SOLUTION(S)
Design experiences that allow Verizon customers to easily find solutions to their issues without having to call customer service reps, thereby reducing Verizon's costs.
Design experiences that allow Verizon customers to easily find solutions to their issues without having to call customer service reps, thereby reducing Verizon's costs.
OUTCOME(S)
OUTCOME(S)
Successful public launch of 4 features, 2 are currently being piloted (as of 11/2025)
3-6 Million MAU (Monthly Active Users) for Simultaneous Network Notifications
Reduced call volume related to network issues (from Notifications and Outage Map)
4.5% increase in Troubleshooting completion rate in 2025
All other outcomes not yet reported
Successful public launch of 4 features, 2 are currently being piloted (as of 11/2025)
3-6 Million MAU (Monthly Active Users) for Simultaneous Network Notifications
Reduced call volume related to network issues (from Notifications and Outage Map)
4.5% increase in Troubleshooting completion rate in 2025
All other outcomes not yet reported
SIMULTANEOUS NETWORK NOTIFICATIONS
SIMULTANEOUS NETWORK NOTIFICATIONS
Previously, due to technical constraints, Verizon customers could only receive one network notification at a time. Now, Verizon customers can see all network events that are currently affecting them, and elect to receive updates on outage resolution status without calling customer service.
Previously, due to technical constraints, Verizon customers could only receive one network notification at a time. Now, Verizon customers can see all network events that are currently affecting them, and elect to receive updates on outage resolution status without calling customer service.
COVERAGE MAP SERVICE DETAILS + 3D VIEW
COVERAGE MAP SERVICE DETAILS + 3D VIEW
Verizon customers can see the quality of services offered in any location in North America to make more informed purchase decisions. The map also has 3D view capabilities.
Verizon customers can see the quality of services offered in any location in North America to make more informed purchase decisions. The map also has 3D view capabilities.
OUTAGE MAP + AFFECTED ZIP CODES
OUTAGE MAP + AFFECTED ZIP CODES
Verizon customers that are affected by an unplanned network outage can see clear, distinct boundaries of the impacted area to assess whether their service is affected, and to what degree. They can also click on affected zip codes to see if they are within the impacted areas. Map resolution changes as a user zooms in.
*While the prototype shows a hexagon pattern that was preferred by customers in user research and was deemed the best design solution, another version with a heatmap pattern ultimately went into development due to technical constraints*
Verizon customers that are affected by an unplanned network outage can see clear, distinct boundaries of the impacted area to assess whether their service is affected, and to what degree. They can also click on affected zip codes to see if they are within the impacted areas. Map resolution changes as a user zooms in.
*While the prototype shows a hexagon pattern that was preferred by customers in user research and was deemed the best design solution, another version with a heatmap pattern ultimately went into development due to technical constraints*
SUPPORT FAQS VOICE AI MODE
SUPPORT FAQS VOICE AI MODE
Similar to ChatGPT and Gemini's Voice mode features, Verizon customers can press a button on the Support FAQ pages and have specific questions answered directly by AI, instead of having to comb through FAQ pages to find desired information.
Similar to ChatGPT and Gemini's Voice mode features, Verizon customers can press a button on the Support FAQ pages and have specific questions answered directly by AI, instead of having to comb through FAQ pages to find desired information.
GEN-AI TROUBLESHOOTING SUMMARIES (ISSUE AND STEPS)
GEN-AI TROUBLESHOOTING SUMMARIES (ISSUE AND STEPS)
To aid customers in completing the troubleshooting process, Generative AI summaries were used to give customers an understanding of what to expect before beginning troubleshooting, and summarize steps of the process with excessively lengthy instructions.
To aid customers in completing the troubleshooting process, Generative AI summaries were used to give customers an understanding of what to expect before beginning troubleshooting, and summarize steps of the process with excessively lengthy instructions.
