We created a seamless, chat-based app activation experience that empowers and engages new Verizon Prepaid customers and elevates the network premium positioning.
Agency: AKQA
Role: Designer
Introduction
Concepting and ideation
As a team, we picked apart all phases of the activation process and discussed the areas that needed improvement. From there, we cocepted and sketched out ideas to push capabilities and innovate for our Prepaid customers.
Chat-based interface
How do we offer a white glove experience to a customer we’ve never met? Utilizing a chat bot, we are able to communicate with our Prepaid customers in a way that feels human—the same contact and treatment you’d receive if you were activating in store.
Progress tracking & customer support
Device activation can be tedious and feel time-consuming. By providing users with a built-in progress tracker, they’re able to gauge the remaining time left before their phone activation is complete. We also wanted our users to feel in control of the process and never feel stuck so customer support is easy to find.
“Very easy, very simple, very friendly, pleasant, not too much information. It’s walking me through it like it’s holding my hand. I feel like nobody would have to go to the store, just do it online.”
