MY ROLE
UX Researcher & Designer
GOAL
Redesign the device ID swap flow currently performed by Business Government Customer Operation (BGCO) agents at Verizon.
ABOUT
This pilot project was planned as part of the larger ACSS Desktop UI Redesign (see “Customer Financial Services App”). BGCO agents handle Verizon’s small- and large-business accounts and government accounts. BGCO agents use the ACSS application. But the application is hard to navigate and makes simple transactions, such as a device ID swap, complex.
Redesigning the device ID swap transaction was the first step in simplifying transactions done in ACSS and moving toward a “NextGen” experience where agents do not need to “hunt and peck” for information.
RESEARCH
Content Research
I observed several live calls through Verizon’s performance-monitoring software. This helped me develop a deep understanding of the difference transactions performed by BGCO agents in ACSS, including the device ID swap transaction.
User Research
I conducted focus groups with BGCO agents to identify the pain points of the current UI.
“I wish there was an option to make swapping a lot easier."
"Sometimes when we put in the provisional ID, depending on the type of plan, there will be an error...it's a nightmare!"
"This ended up being a three-step process."
- Agent verbatim
Painpoints & Opportunities
(based on feedback from user research)
Painpoints
Agents need to manually write/type information that is given to them by the customer (ex: SIM number)
Many of the transactions that can be done in a few steps end up being a multistep process
Errors often occur on the backend, causing a delay in completing select transactions
Opportunities
Provide customer information upfront and display it throughout the transaction
Create a guided flow with few steps involved to complete a task
Reduce errors; if there is an error, guide agent to fix the problem
THE USER JOURNEY
Journey Mapping
I developed Journey Maps for common transactions performed by BGCO phone agents which include: Device ID swap, Plan changes and Feature changes.
Identifying Requirements & User Scenarios
Our business and IT partners provided us with detailed requirements and scenarios. I had to carefully consider all the requirements as well as happy and unhappy scenarios as I entered the design phase. My team and I held whiteboard ideation sessions to visually map out the requirements and scenarios.
CREATION
Ideation
I had several ideation sessions with my team where I showed them low-fi digital wireframes and discuss the designs. The team suggested alternative designs and provided me with design inspiration to move forward.
Wireframe Evolution
Throughout the design phase, I was constantly iterating until the team and I were confident with what we created and received positive feedback from agents. There were many design challenges along the way.
DESIGN CHALLENGE
How to display "Validation Conflicts" screen within Device ID Swap flow. The screen was previously displayed in a popup as shown below. One of our main goals in redesigning the ACSS UI was to reduce popups so agents have a more guided flow.
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VALIDATING DESIGN
User Testing
As I finished a design based on the requirements, I conducted remote focus groups with 2-3 agents where I had them navigate the clickable prototype and explain what did and didn’t work with the design. I collected their feedback, updated the design and retested. This process was done for the "Validation Conflicts" screen.
THE RESULT
Agents agreed that this layout of the "Validation Conflicts" screen was easily scannable and gave them all the information they need upfront and within the context of the device ID swap flow. The use of icons and colors grab users' attention and guide them to see important information they have to relay to the customer.
