Verizon

The Product: Verizon’s Cloud Application

My Role:

My role was to consult client teams on existing and future projects within the iOS mobile application. I helped their UX Researchers conduct remote user testing for idea validation and icon understandability. And I supported the UX team in updating the hamburger navigation into a more updated pattern.

Topic #1) Navigation / Menu:

Problem:

The current hamburger navigation is becoming an outdated design pattern. Verizon wanted their users to have an experience that is more updated, similarly to other leading iOS applications.

Solution:

Our solution was to create an experience that improves the mobile reachability of our users. More leading companies are transitioning to a bottom navigation. This also meets the user requirement of being able to click any bottom tab with just one hand. We first user tested this possible solution for idea validation. Once validated, we presented the solution to stakeholders and received position feedback.

Challenges:

One main challenge was working with Verizon and their many outsources teams. Verizon had outsourced different work to different teams. Since the teams were split up, communicating often hindered work from moving forward. One team thinks one thing and another team is thinking a different thing, thus leading to waiting on other stakeholders, or even redoing work because one team was not up to date.

Results:

This new bottom universal navigation improves users reachability, meets the requirement of one hand usage, and will resonate with them using a more updated pattern.

Topic #2) research:

Problem:

Verizon has been noticing certain behaviors from their research. They wanted to validate their current data as well as to better understand customer needs and ideas for the future.

Solution:

Our solution was to create a list of specific goals we wanted to hit, and then use specific research methods in order to achieve these goals.

Goals to achieve:

Uncover unmet needs.
Better understand how users perceive proposed features to inform our product roadmap.
Understand customer needs and ideas for the feature.

Method Used:

Diary Study
Kano Survey
Customer Interviews

Diary Study:

We ran a workshop with the Verizon team to identify 5 keys to research. We asked participants to record a diary entry any time they experience one of these needs.