Creating the springboard to unify all Verizon receipts
How can we create a receipt that adds value to the customer?
ROLE
Lead Experience Designer
Customer Goals
As a customer, I would like to receive a receipt for my recent transaction and understand how my purchase and/or plan change will affect my bill month over month.
Business Goals
Minimize and consolidate customer touchpoints related to receipts, plan/device changes and purchases so that less products need to be updated with each transaction.
Design Goals
Create 1 receipt template that encompasses various use cases surround equipment purchases. Point customers to the relevant digital tools.
We have too many different variations in our receipts
A new or existing Verizon Wireless customer could possibly see all of these receipts in one experience. This doesn’t include the thermal receipt they’ll receive if purchasing an accessory.
Existing Customer Journey
The best way to understand how we could improve the receipt, was to document all the ways customers interact and receive receipts. We charted out all the receipt touchpoints and the type of receipt they would receive at each interaction.
Continued look at the communication types post-purchase.
Usability & UX research
We looked at A LOT of receipts as we did our competitive analysis. Here are some of the ones that aligned the most with how we the information needed to be presented.
Testing the initial experience
We tested our experience with our team members who interact with the receipts more than any of us, the store and phone reps.
Findings from first iteration
Reps felt that based on prior experiences and calls, customers want to see how much they’ll be paying monthly for that device.
Make the taxes they paid at time of sale clear
