Verizon Test Drive

Overview

A simple and risk-free way for customers to try an unlimited data plan.

Design Director: Robert Dalton
UX Design: Matt Poling, Greg Dressel
Content Strategy: Lindsay Jawar
Product: Greg Scavron
CRM Lead: Karen Mayrides
UX Research: Devin Harold

Goals

  1. Increase customer migrations from metered to unlimited plans.

  2. Increase revenue

  3. Improve NPS

Challenges

  1. Metered customers lack trust in Verizon and are afraid to lose access to their current plan.

  2. Business: Metered customers are skeptical about hidden costs and fees.

Results

9.7K enrollments

Total Test Drive enrollments

1,000 switchers

Customers who switched from metered to unlimited plan

200K invitations

Total number of Test Drive invitations sent

Process

Customer insights.

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Service journey.

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Concept exploration.

Content strategy.

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Final design.

Key use cases.

Feature enrollment

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Trial manage and cancel

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