Project Type
UX Design
1 Month
Team
Bea Catapang
Alexis Treviso
Role
Strategist, Designer, Presenter
The design challenge
Verizon issued a design contest challenging us to create a product, feature, or policy that would help customers, employees, or society with Covid-19. There were 1,400 entries across the business and our project was selected as one of the three winning teams. Our focus was on primarily on the impact closing retail stores had on the shopping and support issues of our customers but quickly became centered around pushing the definition of accessibility and creating a new type of store front that addressed unmet customer needs.
The problem space
Problem one: The pandemics effect of retail shopping experiences
Covid-19 has made a retail store a life threatening destination for 12 million immunocompromised Americans. For others it has made a retail store a frightening or at least an inconvenient experience. Verizon made great efforts to enhance their online shopping experience and support tools to meet the needs of existing customers. However, digital and telesales channels do not enable customers to interact with our inventory or get maintenance performed on their devices like retail stores can.
But getting to a retail location was problematic. At the start of 2020 many of our retail locations were forced to close making these activities impossible. Now, stores are open but have been limited in capacity due to social distancing rules - thereby increasing wait times and decreasing customer satisfaction. Even as stores reopen fully, health concerns will still be top of mind.
So how can we create a retail experience that makes our solution specialist and customers comfortable while making it impervious to changing regulations?
Problem two: Creating a solution that retained relevance after the pandemic
The second problem we wanted to address was how can we create a solution that retained relevance beyond the current pandemic by addressing existing unmet customer needs. We realized that when it came to accessibility Verizon good job keeping up with accessibility standards on our digital channels and insuring our retail stores were handicap accessible - but we were still not accessible to all.
Our solution extends our definition of accessibility to new groups to allow every Verizon customer to engage with our brand in the to the fullest extent.
Mobility issues
We help not only those with physical disabilities but also those who do not have access to a vehicle or public transportation or simply live too far from an existing retail location.
For those customers we wanted to bring the experience of a retail location closer to them.
Health issues
We help those who have serious health issues that in times of covid or otherwise are concerned about being in enclosed environments that are more likely to expose them to secondary illnesses.
For those customers we will create a safe opened-air, social distant retail experience.
Communication issues
We help those that have communication issues whether it is due to english being their second language, being hard of hearing, or being mute.
For these customers we will create a system that catered to their personal communication preferences.
Time issues
We help those who are handicapped by time issues ranging from being a busy professional, a parent, or just having time management issues.
For those customers we will create a highly efficient system for them to interact with.
Solution
What we created was a mobile store - a Verizon store on wheels - that could provide a safe, socially distant, and convenient retail experience wherever it may be needed.
This vehicle would alert customers to it presence based on notifications triggered by geofencing and allow customers to reserve time-slots either remotely or in person. These reservations would minimize wait times and congestion during peak hours.
Once there, customers could:
Engage with the kiosks affixed to the truck allowing them to self serve billing, payment, and shopping activities.
Troubleshoot device issues through Tech Coach Live, or get more information through a live virtual solution specialist all leveraging accessible technologies.
Engage with the solution specialist within the truck to answer their questions, troubleshoot devices, and buy inventory.
A VERSITILE SOLUTION
Provide aid to temporarily closed retail stores
If the truck is parked in front of a closed retail location it could fill the need of the area that the store no longer can.
Handle store overflow
Trucks can park out front of stores with limited capacity to reduce wait times and maintain social distancing.
Expand presence in cities
Trucks can be used to ease demand in cities when there are no stores nearby and public transportation is impacted.
Bring services to rural areas
Trucks can been rural areas or event spaces bringing services to customers in areas where physical retail was not an option before.
THE EVOLVED LANDSCAPE OF VERIZON RETAIL
The landscape of Verizon retail will be trucks, stores, online, in-app, and assisted channels. Allowing our customers to engage with Verizon in the way that best suits them regardless of availability, location, and personal limitations.
