Verizon Smart Setup
Overview
An at-home phone setup experience that reframes self-service activation as a value-add, and not a chore.
Strategy Lead: Robert Dalton
Design Lead: Talia Fisher
Product Manager: Brad Hoffman
Research: Yvonne Linn, Melissa Sanchez
Goals
Reduce operational costs
Increase revenue generation time for reps
Reduce customer wait times
Improve NPS
Challenges
Customers expect high-touch technical support from Verizon retail reps.
Setting up a new phone is a high anxiety moment for customers.
Results
-3 minutes
Transaction time reduced by 3 minutes.
+2 points
NPS increased by 2 points
+5 percent
Accessory sales increased by 5%
Process
Business goal
Minimize non-revenue generating interactions in our stores by encouraging customers to set up their phones on their own.
The risk
In-person customer service is one of the top perceived benefits of being a Verizon customer.
We risk confusing and angering our customers by “abandoning” them at a crucial high anxiety moment.
Our opportunity
Create an experience that helps customers see self-service as a value-add and not a chore.
To:
On your terms
From:
On our time
Research by the numbers
12
Retail rep interviews
10
Generative customer research sessions
100+
Customer service calls analyzed
200+
Customer surveys
Self-service experience analogs.
Current state service experience map.
Target customer and persona.
Parameters for success.
Customer concepts for value testing.
Retail rep concepts for value testing.
Customer value testing results.
Customer experience journey map.
Smart Setup prototype for validation testing in the field.
Product naming and value positioning.
Final service experience solutions.
Smart Setup microsite.
Smart Setup video guides.
Smart Setup mail-in phone trade-in envelope.
Smart Setup take-home quick guide.
Smart Setup microsite experience overview.
The results.
-3 minutes
Transaction time reduced by 3 minutes.
+2 points
NPS increased by 2 points
+5 percent
Accessory sales increased by 5%