Project Summary

This was a project focused on continuous improvement. Verizon’s platform of plans offered were no longer meeting the longer term financial goals and also not adequately satisfying customer’s needs. This was the 4th revamp of the platform of unlimited plans with emphasis on making plans compatible for 5G devices and services, renegotiating some of the add-on and/or promotional benefits to the plans(i.e. Google Play Pass and Apple Music), and have the system to make recommendations based on customer’s usage.

Role

Subject Matter Expert(SME)

Design

Lead UAT

Project Manager

Strategy

1. Discovery
   
   1. Assess which plans were dated and no longer serviced our customers or the business appropriately
      
      1. Cost of the Plan
      2. Simple Plan Solutions
      3. Profit Margins
      4. Researched the network to see if dated devices that the plans were used for are still being used and if they were are there currently other options
      5. How many users were utilizing the plans
   2. Making the plans available across an Omni Channel experience so that customers can access them through any channel (POS Systems, Apps, Chatbot)
   3. Legal
      
      1. Reviewed which customers we could auto-migrate to the new plans and the customers that were grand-fathered to their current plans
      2. Review all agreements with partners sh that all agreements are satisfied or renegotiated(i.e. Discovery+, Google Play Pass, Travel Pass)
2. Plan
   
   1. Outline the project into categories:
      
      1. Design – creating the same design, entry point in the order flow, define what an abbreviated view of the plans would be, outlined the details view of the plans and features,and how to present this in a order summary and approval email to consumers
      2. Legal – once the required legal implications were verified we began identifying the customers that could be auto-migrated to the new plans and partnering with the legal team to create verbiage used to notify customers of the updates to their account. The remaining customers who couldn’t be auto-migrated we began developing other approaches.
      3. System Functionality – Quality Assurance(QA) developed a plan of which portions of this change would be best to win or fail earlier and which parts were the building blocks for the rest of the design update. Also internal end-user accesses (i.e. Customer Service and Retail Reps) were created to complete functionality testing across the Omni-channel ecosystem.
      4. User Functionality – User Acceptance Testing developed a plan to review the experience from every o
      5. Testing – Setup testing data and devices to confirm the cross channel experience(desktop and mobile)
      6. Launch –  While similar projects in the past were 12+ months from idea to launch we were given a goal to release this within 7 months.
3. Execute
   
   1. Working Team – The needed Subject Matter Experts(SME) were brought into t o the project to reduce the planning, development, testing, and launch
   2. Meeting Deadlines – Delivering the projects initiatives in stages and on time, focusing on the Minimum Viable Product(MVP)
   3. Agile and MVP Approach – An iterative methodology was used so that the minimum viable product could be released early to understand quick wins and losses to continuously improve the product and experience.
      
      1. Automigration – Some lines were auto migrated but others were given recommended plan options to transition to the new plans themselves

Solution & Results

• Increase the premium unlimited plan mix by 10%
• ROI met all financial expectations for Q1 and Q2
•  3 to 5 year EBITDA on target to be met
• Built a platform better suited for
  • Connected devices
  • Gaming
  • Advanced smart and basic phone
• Offering more competitive plans with pricing and features
• Increase the take rate or plan dependant promotions
• Expanding the network capabilities for 5G Ultra Wideband
• Improved the user-experience during a plan change in the App

Enhanced Experience: