VERIZON MIX & MATCH 2.0

PROCESS: Collaborate with the web team to ensure parity across all platforms
ROLE: UX Designer
TIME: March 2019 - June 2019

CHallenge

New phone plans were being introduced with a value prop of getting a tablet for 50% off if a certain plan was selected. There were many new business rules that needed to be accounted for. Such as 5G add-on, who gets the tablet discount in the account, co-existing plans and how they interact.

I was responsible along for changing plans, adding lines, and upgrading. The Team consisted of:

• 2 App Designers

• 4 Web Designers

• 1 Product Manager

• 2 Content Strategists

• 2 Business Partners

• 1 Dedicated Developer and research team

SOLUTION

• Collaborate closely with the web team to ensure that all platforms had similar experiences.

• Conduct and attain research insights from the research team throughout the sprints to make sure the right design decisions were being made.

• There were over 50 flows that were created to account for each unique use case.

RESULTS

Launched: July 2019 https://www.verizonwireless.com/articles/verizon-unlimited-plans/

Changing plans

There are multiple plan types that the user may have when switching to the new Mix & Match 2.0 Plans and leaving the Mix & Match 2.0 plan type.

1. The Verizon Plan (Legacy) to Mix & Match 2.0 (With tablet)

2. Mix & Match 1.0 to Mix & Match 2.0

3. Mix & Match 2.0 to The Verizon Plan (Legacy)

1. The Verizon Plan to Mix & Match 2.0

A user has 4 lines and is switching all of them from an older Verizon plan to the new MM2.0 plan. Each time the user selects a plan that is eligible for a tablet discount, a blue banner appears to notify the user they can get the discount.

If the user has an existing tablet and making a switch to MM2.0, then they will be prompted with the discount banner after the Unlimited Plan has been selected.

• Customer cannot change assignment. There was exploration done to assign which tablet got the discount, but development was not able to implement it so the benefit was done automatically.

• Customer should be able to see discount relationship on bill and other management pages.

Tablet benefit is automatically assigned by Verizon by:

• Status Check (active/suspended)

• Highest value

• Oldest MDN

• Lowest MDN

2. Mix & Match 1.0 to Mix & Match 2.0

When the user is switching from the most previous available plans to the new plans. Some features and add-ons are either lost or gained during this switch. To account for these long list of plan changes, a list view of changes were put on a single screen. From there, the user can go to the secondary screen to see the changes in details or continue to the start date cycle.

3. Mix & Match 2.0 to The Verizon Plan (Legacy)

Going from the newest plans and back to the original Verizon Plan, which is a single shared plan.

4. Adding a line: 5g bolt on

A legacy plan on Unlimited is adding a 5G phone to their account. They are prompted with a 5G Ultra Wideband Interstitial.

5G business rules and eligibility

• Must show $10 charge on credit on bill for play, do and all unlimited plans.

• $10 bolt-on option will only appear after a customer has selected a 5g deice.

• All customers on play, do, all unlimited will be grandfathered in with 5g UWB access as part of their plan as long as customer minting same plan.