Verizon
Next Gen DigitalRedesigning Verizon’s prospect experience clarified intent-driven pathways, optimized initial interactions, and streamlined checkout within a complex enterprise platform. Grounded in research and analytics, the initiative produced validated prototypes and a feature roadmap integrated into Verizon’s broader digital strategy.
We reimagined the prospect journey with clearer buy and explore flows, creating a more conversion-focused experience.
Even with technical and organizational challenges, the solutions scaled across Verizon’s platform to improve prospect engagement.
With Verizon Assistant integration, customers are able to utilize an agentic experience to ask questions and be shown relevant devices, plans and services options.
The challenge
We set out with a primary goal of reducing the high drop-off rates among prospective customers visiting the website. Achieving this required aligning multiple lines of business, navigating technical constraints, and ensuring consistency with a parallel enterprise-wide site redesign. Central to the effort was translating research insights into designs that were not only actionable but also feasible to implement at scale.
Our impact
Validated prototypes and a structured roadmap enabled Verizon to implement clearer user flows and an optimized prospecting experience, improving new customer conversion while establishing scalable solutions across the digital platform. These delivered features have since been prioritized and integrated into the website.
