During the early stages of the COVID-19 pandemic in 2020, the Verizon Business Group faced a significant challenge as the lockdown orders necessitated a rapid strategic shift for their products that traditionally relied on in-store sales. Unlike their consumer products, many of the business products were more complex, demanding extensive documentation and lengthy verification processes. In this context, our team at PublicisSapient was tasked with designing several sales flows for key business products, including OneTalk, within a tight timeframe.
Our design solution focused on streamlining the sales process for Verizon by integrating Verizon’s existing back-end ecommerce services and addressing the additional complexities of the business flow. Through extensive collaboration with the sales team and internal stakeholders, we crafted a solution that enhanced the user experience and preserved the sales pipeline. While the circumstances shifted after the COVID pandemic subsided, our interim solution proved valuable in adapting to the evolving sales landscape.
We first worked to make the product benefits clear to the customer by leveraging Verizon Design System components, and doing a complete copy overhaul. While they ultimately decided to revert to an in-person sales experience, this exercise still resulted in an improved product landing page.
We created unique sales flows to accommodate the multiple ways of adding One Talk to business phone accounts. Each presented unique challenges.
In addition, we added OneTalk ready desk phones to the ecommerce flow. While we were able to leverage Verizon's design system for elements of the product detail page, quite a bit of content types and data sources needed to be aligned across models to ensure a cohesive experience.
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