Device ID Swap Redesign
Role: UX Researcher & Designer
Redesign the device ID swap flow currently performed by Business Government Customer Operation (BGCO) agents at Verizon.
This pilot project was planned as part of the larger ACSS Desktop UI Redesign (see "Customer Financial Services"). BGCO agents handle Verizon’s small- and large-business accounts and government accounts. BGCO agents use the ACSS application. But the application is hard to navigate and makes simple transactions, such as a device ID swap, complex.
Redesigning the device ID swap transaction was the first step in simplifying transactions done in ACSS and moving toward a “NextGen” experience where agents do not need to “hunt and peck” for information.
I observed several live calls through Verizon’s performance-monitoring software. This helped me develop a deep understanding of the difference transactions performed by BGCO agents in ACSS, including the device ID swap transaction.
I conducted focus groups with BGCO agents to identify the pain points of the current UI.
Agents need to manually write/type information that is given to them by the customer (ex: SIM number)
Many of the transactions that can be done in a few steps end up being a multistep process
Errors often occur on the backend, causing a delay in completing select transactions
Provide customer information upfront and display it throughout the transaction
Create a guided flow with few steps involved to complete a task
Reduce errors; if there is an error, guide agent to fix the problem
"I wish there was an option to make swapping a lot easier."
"Sometimes when we put in the provisional ID, depending on the type of plan, there will be an error...it's a nightmare!"
"This ended up being a three-step process."
- Agent verbatim
The User Journey
I developed Journey Maps for common transactions performed by BGCO phone agents:
Device ID swap
Identifying Requirements and User Scenarios
Our business and IT partners provided us with detailed requirements and scenarios. I had to carefully consider all the requirements as well as happy and unhappy scenarios as I entered the design phase. My team and I held whiteboard ideation sessions to visually map out the requirements and scenarios.
I created a flow chart demonstrating the agent flow of the device ID swap transaction. This helped me identify where fallouts can occur.
I had several ideation sessions with my team where I showed them low-fi digital wireframes and discuss the designs. The team suggested alternative designs and provided me with design inspiration to move forward.
Digital Wireframe Evolution
Throughout the design phase, I was constantly iterating until the team and I were confident with what we created and received positive feedback from agents. There were many design challenges along the way.
Design Challenge: How to display "Validation Conflicts" screen within Device ID Swap flow.
The screen was previously displayed in a popup as shown below. One of our main goals in redesigning the ACSS UI was to reduce popups so agents have a more guided flow.
As I finished a design based on the requirements, I conducted remote focus groups with 2-3 agents where I had them navigate the clickable prototype and explain what did and didn’t work with the design. I collected their feedback, updated the design and retested. This process was done for the "Validation Conflicts" screen.
Agents agreed that this layout of the "Validation Conflicts" screen was easily scannable and gave them all the information they need upfront and within the context of the device ID swap flow. The use of icons and colors grab users' attention and guide them to see important information they have to relay to the customer.
Unfortunately, the UI for the device ID swap flow was not put in production due to a change in business priorities.
However, this was the first time I led a design project. In doing so I learned:
Successfully partnering with IT/DEV and the business analysts led to the creation of innovative and efficient UXD solutions
Conducting user research and remote user testing earlier in the design process is valuable and critical to the success of the project