Verizon Business Mastercard®
The multi-touchpoint experience for the Verizon Business Mastercard launch that serves its small business (SMB) users.
THE ASK
As a means to build customer loyalty, the Verizon Small Business (SMB) Group decided to launch the small business credit card where users can earn Verizon business dollars and redeem them for bills and equipment. Our goal for this project was to seamlessly include the marketing and redemption flows in the MyBusiness account portal.
THE SOLUTION
Our team collaborated with the client product owners and strategy team to understand the needs of our users as well as the strategic needs of the business. To achieve this, we conducted a heuristic analysis of the Verizon MyBusiness portal to determine the best locations for the placement of the redemption experience. This allowed us to develop a holistic experience that spread across several touch-points for several user types including customer service representatives, call-center representatives and the MyBusiness Portal end user.
KEY CONTRIBUTIONS
Led end-to-end design efforts, from research and concept through to launch
Translated business requirements into well thought out and seamless experiences
Developed several prototypes for mobile/desktop (Sketch & InVision)
Worked closely with offshore developers, product managers, design stakeholders and project mangers to develop efficient workflows and sprint schedules using JIRA and Trello.
Operated in a client facing role to facilitate requirements gathering, ideation and presented during design reviews.
Leveraged the Verizon design system to improve our design workflow and maintain design consistency across the various touchpoint in the experience.
Conducted Visual Quality Assurance (VQA) to ensure the experience in production aligned with the pixel perfect designs.
Ultimately became the Design touchpoint for all things Verizon SMB Credit Card.
Tools Used
Figjam & Mural
Sketch & Craft
InVision
JIRA & Trello
Microsoft Teams & Slack
Verizon Design System Library
Live Link:
https://www.verizon.com/business/solutions/small-business/mastercard-business-credit-card/
Use cases.
The experience was broken out into 3 components: learn, apply and redeem. The learn component focused on the marketing of the credit card throughout the various platforms for the different user types. The apply component focused on the application process in partnership with the First National Bank of Omaha (FNBO). Lastly, the redemption component, focused on how the user would redeem the Verizon Business Dollars for equipment or apply them to their bill.
As a Senior Experience Designer, I was part of a small but mighty UX team of 3 where each of us focused on a component. The following design deliverables and artifacts were my contributions to the redemption portion of the experience.
Ideation & Brainstorming
Over the course of (10) 2 week sprints, we collaborated with the Verizon product owners/designers to work on specific user flows to ensure that our designs were aligned with their business goals and brand guidelines.
As a remote team, we leveraged tools like Mural & Figjam to maintain a central source of ideation for all stakeholders of the project and included JIRA links to keep track of the status of certain user stories.
For each sprint, we created a mural board to capture ideas and feedback and what you see here is one of 10 mural boards that we used throughout the project.
Execute with the Verizon Design System
Once we finalized design direction with the Product Owners, we leveraged the Verizon Design System to improve our workflow and output as we implemented the designs. Our team created over 100+ screens that included the “happy path” user flows in addition to a significant amount of screens that accounted for error states and edge cases. The following screens are just a sample of the work that I contributed to and ultimately delivered.
Added Verizon Business Dollars to global navigation
Verizon Business Mastercard Banner
Verizon Business Dollars in Billing
InVision Prototype
In an effort to show the full end-to-end experience to all stakeholders, our team used InVision to build a prototype of (100+) screens to showcase how all the flows were meant to function. This prototype was the critical component to educate the developers and highlight the specifications for all elements on the page utilizing the inspect tools.
My Verizon for Business Mobile App
In addition to the MyBusiness portal, I was tasked as the sole Experience Designer to seamlessly integrate the Verizon Business Mastercard experience into the standalone My Verizon for Business iOS App. While this app was not a part of the initial project scope, the iOS App was added toward the end of the project timeline which meant that the timeline was extremely tight. Our team had to align and quickly build the rapport and trust with the new stakeholders in order to complete the project on time. I had 6 weeks to audit, design and VQA the app and below is a small sampling of what I completed in those 6 weeks.
Ideation & Brainstorming
Over the course of 6 weeks, we had (3) 2 week sprints, we created a mural board for each sprint to capture ideas and feedback. As a remote team, we leveraged tools like Mural & Figjam to maintain a central source of ideation for all stakeholders of the project and included JIRA links to keep track of the status of certain user stories.
Execution.
Thanks to my institutional knowledge from the MyBusiness Portal, I was able to quickly and efficiently design for the app experience over the course of the 6-week timeline. Below is a sample of the screens that accounted for the bulk of the experience.
Success.
After nearly one year of working with a variety of stakeholders on this site, we successfully launched the Verizon Business Mastercard® Experience on June 22, 2022
RESULTS
Since the implementation of the Verizon Business Mastercard® experience, the brand has been able to gain marketshare in the competitive credit card space, and increase their brand loyalty with their small business users. The work our team implemented was a critical component to making this a success as it continues to contribute to the long term business goals of the company.