Conversational UX at Scale

Only 1% of Customers and users utilize Verizon self-serve tools for troubleshooting and activation help throughout the Web app and MyVerizon app.

Usability monitoring and noticeable drop-off rates, in regression, identified the need for change and innovation.

Click tags, implemented throughout the troubleshooting flows, delivered this insight that would inspire and influence our Design thinking to achieve better abbreviated conversational flows.

Deliver conversational entry points, both proactive and reactive, that drive users to the appropriate troubleshooting  and activation flows quickly.