Project Summary

Verizon Business customers were expressing their frustration about the lack of details that were provided in order approval emails. Especially when some companies place orders for multiple cost centers, with different variations of devices and services, different accessories, and shipped to different locations.In some cases customers were starting to order only the necessities from Verizon and then order the accessories elsewhere to simplify their shopping experience.

Role

Subject Matter Expert

Lead UAT

Design

Working Team Trainer

Strategy

The strategy process started with me reviewing almost 100 B2B customer orders, ranging from small businesses with less than 10 employees to some of our national accounts that have thousands of employees. During this process I put myself in the Purchaser’s position and thought about what would make this order approval process more user friendly, easy to navigate, dynamically provide what the customer wanted, and provide an increased return on investment to Verizon. In addition, I reviewed other companies with elevated online presents to see how they solved for many of these issues and to discover other areas that the working team I was driving didn’t discover. Finally, B2B customers feedback was used from surveys about their order approval experiences.

Solution & Results

After months of planning and executing our goals in a waterfall methodology we were able to provide the following solutions to a pilot group of internal B2B Teams and B2B customers:

●     User Friendly

○     Having a summary page that lists all changes to the account within the order and reducing the added details that didn’t pertain to this specific order. Also, allowing the customer to be able to reject, approve, edit, and/or request changes to an order.

●     Easy to Navigate,

○     Giving the customer a 1-click solution to seeing what they wanted once on the Order Summary page.

●     Dynamically provide what the customer wants

○     If the customer wanted to be able to verify Purchase Order numbers, Usernames, shipping address, shipping times, device type, or plans for the devices ordered I wanted them to be able to see all of this is a simply easy to read flow

●     Increased ROI

○     After the layout was complete there was still opportunity to add more. Incremental sales options were added to the top of the Order Summary page. For example, during the Super Bowl we listed streaming options and during exclusive device launches this area was used to showcase sales opportunities to the customer.

○     100% of all B2B customers transitioned to new intent within 6 months of project being completed

○     10% decrease in calls to Customer Care pertaining to orders within the first year

○     Increased customer use of self serve MyBusiness application due to the familiarity of design between the new Portal and the MyBusiness app

●     Positively Impacted KPIs

○     Reduced calls for order explanation

○     Increase customer satisfaction surveys

○     Increased customer usage and perception of company self serve app