Verizon - Smartwatches
We recently helped Verizon launch ‘Smart Watches’ for business customers, which included mapping out a user flow and designing concepts that were user-tested to gain valuable customer insights prior to launch. I helped to lead a team of UX and UI designers while also taking an active design contributor role on several screens.
The Team + My Role
I served as Design Lead (UX/UI) working with a team of two other designers, a Sr. UX Designer, and a Jr. UX/UI Designer. I collaborated with Product Managers as well as Verizon’s user research team, providing them with research objectives and reviewing the test script used in the study. The study was conducted by UserZoom in the form of 1-1 recorded Zoom sessions hosted by a moderator.
The Challenge
Add Smart Watches to the Verizon Business website, which already existed on the Consumer website, with the added challenge of a tight turnaround time. Verizon Business has unique challenges to solve for like the ability to add multiple devices to an order, which means we have additional considerations to make when the user adds device protection plans to multiple watches.
Planning
An additional challenge with this project was the tight turnaround given by the client. We had roughly a month to plan, concept, user test, and design our recommendation. With our user testing team’s schedule for conducting studies, we had the added time constraint of delivering prototypes for users to test within 2 1/2 weeks (11/17 below) to get a readout on the 26th. This didn’t give us adequate time to apply user feedback to a new design iteration, so I wanted to clearly show this to the client. Given this time constraint, it was agreed to launch with an MVP and incorporate user feedback in a post-MVP follow-up.
Designing our solution
User Flows
Before designing Smartwatches for the Business website, my team did an audit of the Smartwatches flow on the Consumer website, including happy paths and unhappy paths. This helped us uncover the unique differences to consider when adding this to the Business website and identify areas where we could make improvements.
High level user flow. Yellow represents pages that would be new to the Business website, or require redesign to implement for Smart Watches
A detailed flow of the Consumer Smart Watch experience including happy and unhappy paths.
Prototype design + user testing
Below are some of our designs for the MVP as well as the user test prototype. We kept the user test focused on the mobile experience since that’s where we see most of our traffic.
Smart Watch Gridwall. I helped mockup Smart Watches on this screen and added them as filter options.
Study setup
8 participants total
Remote, qualitative usability study*
1-on-1 individual sessions (held over a moderated video call)
30-minutes each
Branded prototype experience: Each participant went through the SMB Smartwatch purchase process and gave their feedback about each page in the flow. We asked that they proceed as if they had added 3 watches to their cart. Post-reviewing the prototype, they then answered several questions about their feelings around/potential uses of a smartwatch for their business.
PDP, data plans and protection options. I contributed designs for the PDP and data plan and a Sr. UX Designer designed the protection screens.
