The ordering experiences for Verizon residential customers, over the years, had become very disconnected and complicated for both customers and the internal teams maintaining these flows. In all, there were 6 different experiences spread across new and existing customer with differences based on device platform.

Project Mission

To create a new, simplified and consolidated ordering flow to reduce obstructions in order completion, reduce customer interaction time and development maintenance and increase ease of input for marketing initiatives across all interactive experiences. 

Audiences

Location qualified single professionals, families and retirees needing Internet, entertainment and communication services

Strategy

Create a modular and template driven digital ordering system to work for all new customer, existing customer and pending change orders across customer-facing and workforce-facing interfaces

Build in a fully responsive framework to accommodate any device interaction

Implement new Verizon brand standards

Integrate with Adobe Marketing Cloud

Colleagues: Sofia Qureshi, Melissa Padilla and Mrinalini Arcot

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