UX CASE STUDY

Verizon Cloud Onboarding

Verizon Cloud offers secure cloud storage to wirelessly back up and sync content between your phone, tablet, computer and other devices.

Onboarding iOS Users
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ROLE

As a Senior Product Designer, I worked the redesign of the Verizon Cloud onboarding process for iOS users. My role involved evaluating and improving the user journey to address the friction of downloading the app, completing registration, and launching a backup. I conducted user research, developed wireframes and prototypes, and collaborated with cross-functional teams to streamline the onboarding experience, ensuring it aligned with user needs and facilitated a more seamless and intuitive setup.

CHALLENGE

Verizon Cloud comes pre-installed on most android devices but only downloadable for iOS phones. The “Job to be Done” of the app is to back up user’s content to the Cloud. It did not make sense to have so many zero storage users on iOS. A user would need to download the app from the app store, complete the account setup and registration in Onboarding, and launch a backup. Why go through all that trouble and not back up one file, or delete the app from their device? The onboarding process needed to be re-evaluated.

TIME

3 months -2 Sprints; includes New User, Existing User, Add-A-Line, Small Business, Upgrade, Signature User flows.

View Protoype

My UX Process

Ideate

Working with Architects, Stakeholders, Product Owners and the Dev leads, we brainstormed how to refine and improve the Onboarding experience.Taking the feedback from the team, I set off to compare the current flow analytics. Where were users getting confused? How can we simplify? What pain points can we remove? How could that be achieved? My conclusions

• Users took multiple photos at a time, then viewed
• Ease of access from home screen or lock button was a “must have”
• Privacy & storage benefits were highly valued
• Knowing their photos were saved was paramount
• Users felt they’d already had this feature on their phone, in other apps

Define

Process for the first draft of wires

• Completed fresh install of the local build to test devices to see the experience as a new user
• Cataloged all pages in the Onboarding flow
• Researched where the backend calls took place and how they affected the flow
• Accounted for all the different types of subscribers: Prepaid, Post Paid, Contacts Only, OTT
• Created iOS and Android wires for the current flow in production (for context), along with the new proposed flow.

I Presented my wires to the team during PI Planning. We discussed what was feasible for MVP (Minimum Viable Product) and how to break up the work into chunks for two week sprints.

Implement

Produced the wires and delivered them to the team to start implementation.

• Produced High fidelity wires using the Design System Libraries
• Assets and Wires added to JIRA tickets
• Artboards Uploaded to Zeplin and pinned to tickets
• Prototype Built

Wires continued to be iterated and updated during the grooming sessions.

Metrics

The team developed the feature based on wires and requirements. Released to a build, I checked to ensure the UI and the flow had been implemented correctly. Any issues were logged into Jira bugs to be taken and fixed. During the final stage, the feature was demoed to the Product Owners and Stakeholders for approval and release.