THE CLIENT
Verizon Business
Total site redesign
The objective of this project was to redesign the Verizon Small Business site, improve the customer experience, increase user engagement, introduce new ways of generating leads, define UI motion guidelines, and visually design the total experience.
MY ROLE
The UX team and I contributed by content mapping parts of the site, creating the existing site maps, systematically designing entire sections of the site (resources landing page, resource detail pages, contract vehicles, solutions, and the chat experience), I also prototyped and defined the UI motion for the site (hover states, how different types of content are introduced etc…).
ABOUT THIS PROJECT
This was a 6 month project of which 4 of those months were dedicated to the UX phase.
We completed over 300 wireframes.
What you’ll see below are 4 aspects of the redesigned site where I believe I provided the most value.
MOTION GUIDELINES
Verizon Business Home Motion
One of the asks for me on this project was to create the motion for the site and to communicate to the client and team how elements should come in and out, hover states, call outs, etc…
I collaborated with the Verizon wireless team to ensure the motion on Verizon’s site across all LOBs follows the same interaction patterns.
The motion is delicate and quick in an effort to introduce ways of making a static page feel more dynamic.
RESOURCES
Once the team and I had a better grasp on the content we were to be designing for (through site mapping, stakeholder interviews, strategy findings etc...), we began to wire out sections of the site.
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One of the sections I was tasked to redesign was the Resources section.
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This section involved a deep dive into the existing content.
FINAL RESOURCES LANDING PROTOTYPE
OLD RESOURCE LANDING PAGE
The existing Resources landing page had a lot of flaws including poor information hierarchy, too many elements for the user to focus on, and the page could also organize the content better.
MY PROCESS
My first step was combing through all the Verizon Business resources to define the types of content there are (think blog posts v.s. webinars v.s.articles etc…). I also figured out the hierarchy of information for each type of content at this stage too (for example blog posts prioritize the author higher than an event would - each content type has a different focus.)
Those sketches translated to this. A library of all types of resources with the content necessary for each card.
In the redesigned Resources landing page I restructured the page so the content categories were more customer centric, I created a “save article” feature that we expanded across the site to improve the total experience, and ultimately took what was a long single page - and expanded it into an experience that consisted of multiple pages to help the customer find what they’re looking for faster. This also included how the page changes when users come back.
The Resources experience also included the detail pages for each content type. The goal here was to create a single template that could consistently accommodate the varying content differences amongst the types of content.
Verizon Business Resources
CONTRACT VEHICLES
Contract vehicles are essentially contracts Verizon has with a state or national organization that gives it's customers permission to sell certain service.
I was tasked to create a template that could accommodate for all 10+ states - to avoid creating "one-offs" that would be harder to manage for the client and less consistent for the user.
Similar to the Resources experience - this required a deep dive into the existing content as well. As you can see below, many of these pages have multiple levels of navigation, slide out menus, external links, all kinds of crazy elements going on.
OLD CONTRACT VEHICLES (MARYLAND)
REDESIGNED CONTRACT VEHICLES (MARYLAND)
I discovered that by using a combination of a content remap and an accordion interaction, the team and I were able to take what was an experience with 5+ links to other pages - to a single, concise and organized page.
I then stress tested this page layout against a few other states Verizon has contracts with to ensure that this template could accommodate all contracts - and it did.
CHAT BOT PROTOTYPE
I was tasked to prototype and wire out the chat bot experience.
