VISIBLE BY VERIZON
TOOLS
Figma, InDesign, Photoshop, R, Python, SPSS
TIMELINE
6 weeks
ROLE
Product Designer
OBJECTIVE
Evaluate and redesign Visible’s onboarding experience.
INTRODUCTION
Visible by Verizon is an all-digital, prepaid mobile virtual network operator and brand owned by Verizon. All business is conducted online and through the Visible app with no in-store support.
Visible by Verizon is an all-digital, prepaid mobile virtual network operator and brand owned by Verizon. All business is conducted online and through the Visible app with no in-store support.
THE PROBLEM
THE PROBLEM
There are aspects of Visible's onboarding process that can be made more intuitive for users, often users are left confused and uncertain during setup. This lack of clarity creates reliance on in-store support, which contradicts Visible’s digital-first model.
There are aspects of Visible's onboarding process that can be made more intuitive for users, often users are left confused and uncertain during setup. This lack of clarity creates reliance on in-store support, which contradicts Visible’s digital-first model.
RESEARCH APPROACH
RESEARCH APPROACH
I analyzed over 10,000 app reviews and conducted 6 user interviews to uncover pain points in the onboarding process, and to better understand Visible’s target demographic. Using statistical testing, bootstrapping in SPSS, I measured variability in the IMEI task. A key task to check if users phones are compatible with the service.
I analyzed over 10,000 app reviews and conducted 6 user interviews to uncover pain points in the onboarding process, and to better understand Visible’s target demographic. Using statistical testing, bootstrapping in SPSS, I measured variability in the IMEI task. A key task to check if users phones are compatible with the service.
RESEARCH OBJECTIVE
RESEARCH OBJECTIVE
Determine what tasks lacked consistency and to identify points in the onboarding process where design can be improved.
Determine what tasks lacked consistency and to identify points in the onboarding process where design can be improved.
OPPORTUNITIES FOUND FROM RESEARCH
Solution
RESULTS
RESULTS
TYPICAL IMEI TASK TIME DROPPED BY NEARLY 4 SECONDS, MAKING THE PROCESS SMOOTHER AND QUICKER FOR USERS.
TYPICAL IMEI TASK TIME DROPPED BY NEARLY 4 SECONDS, MAKING THE PROCESS SMOOTHER AND QUICKER FOR USERS.
100% OF PARTICIPANTS PREFERRED REVISED WEARABLES SCREEN OVER ORIGINAL DESIGN
100% OF PARTICIPANTS PREFERRED REVISED WEARABLES SCREEN OVER ORIGINAL DESIGN
REFLECTION
REFLECTION
This project helped me see firsthand the value of combining quantitative and qualitative methods for discovery. Making sure that you have some hypothesis going in is also extremely important and allows you to work faster. This project showed that I have the capabilities of working independently, although I still prefer to work in a team environment. Overall, this was an extremely fun project to work on and seeing both the research and design come together was amazing and rewarding. A PDF focused on the research portion of this project is available below.
This project helped me see firsthand the value of combining quantitative and qualitative methods for discovery. Making sure that you have some hypothesis going in is also extremely important and allows you to work faster. This project showed that I have the capabilities of working independently, although I still prefer to work in a team environment. Overall, this was an extremely fun project to work on and seeing both the research and design come together was amazing and rewarding. A PDF focused on the research portion of this project is available below.