Task

“There’s never been a plan that allows you to choose before.”
Global Choice is the new international calling plan for Verizon Prepaid. It allows customers to choose one of 11 Latin American countries to receive an allowance of minutes each month and also includes discounted rates to 200+ destinations. There were two existing international calling plans these current bundles include many countries, instead of choosing just one— which means customers are paying for more than what they need.

 

Goal

Position it as the new, easier way to stay connected to Latin America.
1. Attract new Hispanic customers to Verizon
2. Grow ILD calling base & overall usage
3. Create an easy and seamless plan selection/switching experience in My Verizon App.

 

My Role

  • Created wireframes for the entire journey and various use cases.

  • Established and provided copy matrices for all use cases through extensive collaboration with a copywriter.

  • Collaborated closely with a visual designer and copywriter to develop comprehensive visual designs.

  • Had the role of presenter in all client reviews.

  • Conducted annotations.

  • Provided support in conducting user stories.

 

Strategy

Prepaid customers are very practical & price-aware, and are extra concerned about surprise costs. But also they want more premium experience from their prepaid experience. (64% choose their carrier for "best pricing”. 56% want more from their Prepaid experience. )

  1. Practical
    - Empowers easy decision-making to choose the plan
    - Highlights value throughout
    - Clearly and simply explains benefits & changes

  2. Premium
    - Considers end-to-end experience
    - Notify plan usage and status & encourage engagement
    - Give personalized experience with dynamic copy

 

Solutions

  1. Designed the Global Choice plan experience in the My Verizon app.

  2. Redesigned the current 2 international calling plan pages as well to make the holistic journey of global calling plans.

 

Dynamic copy examples

We’ve created copy matrix based on plans, user types and scenarios, so that users could have personalized experience through the flow. Below is the partial of dynamic copy examples.