sMART sETUP
UNDERSTANDING HOW TO SUPPORT SETUP CHALLENGES
Challenge: Many people choose to purchase in-store instead of online in order to look at and feel the device before purchasing it or in order to have it day of. In both of these cases, the phone setup process can take 45 minutes or even longer causing long wait times and frustration.
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Objective: We set out to understand the setup process and create support tools to help people leave the store feeling confident that they are able to set up their phone if they do not want to wait in the store.
CUSTOMER DESIREABILITY
Time spend in store with customers and front line representatives
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Iterated prototypes to keep infusing customer feedback
Customer Requirements:
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Information handed to the customer in the store
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Detailed instructions available digitally
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Support easily found when an issue is encountered
OPERATIONAL VIABILITY
Mapped printing requirements and timelines
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Worked with the entire business to understand impacts that were mainly felt by support and digital for the initial phase
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Development of training materials
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First printed collateral for Verizon designed to be English and Spanish together.
Business Requirements:
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Improve the current in store experience
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Support front line employees so they feel confident their customer will be taken care of
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Reduction of failed activation attempts
FINANCIAL FEASABILITY
Explored the current project business case to understand the financial drivers
Developed assumptions for impact of our designed experience on key financial metrics
Financial Requirements:
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Reduction of calls and chats initiated to support
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Reduction of customer handle time in the store
Solution: The designed site clearly outlines the main steps of the process as well as the instructions on how to complete each step. To help get customers to the site, we have a printed piece of collateral that helps introduce the process and give customers the confidence that they can do it. Support information is readily available on both the brochure and site in order to show that it is readily available.
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Results:
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38% of people purchasing in-store choose to take advantage of Smart Setup
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200 bps improvement in NPS
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2% reduction in CIR from prior to the site being active
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7 min reduction of in store handle time per transaction
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My Role: Product Manager