Other Work & Concepts
Other Work & Concepts
UX/UI Design
Case Study
Background
Background
During my time at Verizon, I worked on numerous projects and initiatives. Some only made it to the discovery and early exploration phase. Others were cancelled or put on hold due to shifting company priorities. Others made it to testing, but were ultimately not implemented.
During my time at Verizon, I worked on numerous projects and initiatives. Some only made it to the discovery and early exploration phase. Others were cancelled or put on hold due to shifting company priorities. Others made it to testing, but were ultimately not implemented.
Cart Protection Add
Cart Protection Add
Conceived as a second chance to add device protection after the customer reached the shopping cart. Competitor analysis showed many allowed customers to add protection directly in the cart or right before submitting their order. Major design updates to the cart and the required testing that went along, plus the desire to keep the cart uncluttered and not a space for marketing or upselling put this on indefinite hold
Conceived as a second chance to add device protection after the customer reached the shopping cart. Competitor analysis showed many allowed customers to add protection directly in the cart or right before submitting their order. Major design updates to the cart and the required testing that went along, plus the desire to keep the cart uncluttered and not a space for marketing or upselling put this on indefinite hold
Mobile and desktop concepts for adding device protection from the shopping cart
Protection Decline Nudge
Protection Decline Nudge
Similar to Cart Protection Add above, the nudge was intended to give customers the chance to rethink their decision before decline protection coverage. We absolutely wanted to avoid using interruptive Are you sure? type modals or pop-ups that would disrupt the flow and potentially irritate customers. UX research had found that many customers resonated with the idea of a decline warning, especially ones that highlighted potential costs. We therefore developed several options that could help customers reconsider without guilting them or being too forceful.
Similar to Cart Protection Add above, the nudge was intended to give customers the chance to rethink their decision before decline protection coverage. We absolutely wanted to avoid using interruptive Are you sure? type modals or pop-ups that would disrupt the flow and potentially irritate customers. UX research had found that many customers resonated with the idea of a decline warning, especially ones that highlighted potential costs. We therefore developed several options that could help customers reconsider without guilting them or being too forceful.
Ultimately, it was decided to focus on the lead offer tile — see Verizon Mobile Protect — and the nudge was deprioritized until a later time.
Ultimately, it was decided to focus on the lead offer tile — see Verizon Mobile Protect — and the nudge was deprioritized until a later time.
Various concepts
More Prominent Express Payment Options
More Prominent Express Payment Options
Insights showed that the payment page, the final page in the purchase flow, suffered from relatively high fall-out-rates. What could be causing nearly half of customers who made it this far into the sales funnel to abandon? We hypothesized that making express checkout options like Apple Pay and PayPal more prominent would encourage their use and improve progression and conversion rates.
Insights showed that the payment page, the final page in the purchase flow, suffered from relatively high fall-out-rates. What could be causing nearly half of customers who made it this far into the sales funnel to abandon? We hypothesized that making express checkout options like Apple Pay and PayPal more prominent would encourage their use and improve progression and conversion rates.
Several different treatment options were considered and nearly progressed to testing, but this was put on hold due to other projects taking priority.
Several different treatment options were considered and nearly progressed to testing, but this was put on hold due to other projects taking priority.
Several different concepts were developed; the existing cart is shown on left
