MAYA
YC
Voice is the most natural and common form of communication for people of all demographics. By 2022, accelerated by platforms like WellSpoken, digital voice conversational applications will talk naturally and effectively as humans, and will become the preferred means of communication between people and digital services.
Powered by proprietary contextual voice Behavioral AI, WellSpoken enables voice conversational app designers and developers to craft, publish and execute self-optimized voice-powered apps with human intelligence and expressiveness. Accelerating the voice-first market transformation created by Alexa, Siri, Google Assistant WellSpoken is paving the way for all businesses to join the digital voice experience revolution
Product Vision
Senior Experience Designer
Role
CX creative team, Engineer team, Product team
Team
Timeline
Nov 2020 - May 2021
Verizon's +Play, launched in December 2022 and expanded to all Verizon mobile, 5G Home, and LTE Home customers, featuring partners like Netflix, Disney+, and Paramount+ . A web-based platform that offers an extensive digital media storefront and enables customers to discover, purchase, and manage personal subscription services all in one place. As a senior designer in the CX creative team, I was responsible for design research, ideation and iterations from product definition through MVP design phase. In this case study I'm highlighting the design process of an ideal-state conceptual prototype we created for both desktop and mobile devices.
Verizon +Play
Humanizing Voice Apps
With Behavioral AI Innovation
Let customers talk with businesses naturally as they speak with friends
Enabling B2C Voice Conversational Applications to Every Business for Boundless Use Cases
Reimagine
Voice Conversation Experience
You can't simply add voice to your app and call it a voice experience, you have to reimagine the entire experience.
Paul Cutsinger
@ Amazon Alexa
Dashboard Explorations
Read more detailed Case Study in here.
Project Background
THE OUTCOME
The Entertainment Hub (+Play) is the digital storefront for content across Verizon that allows customers to browse, purchase, and manage subscription services all in one place. Verizon’s goal is to lead the industry in offering customers the best offerings across video, audio, gaming & more. Verizon is looking into establishing an entry point into the new networked economy and providing their 120M+ customers
Design Process
THE OUTCOME
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We ran a succession of design sprints to flush out the vision statements. Built upon the initial design workshops we created a roadmap for the customer experience intended to clarify the what, who, and why of the product offering.
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Based on the product vision statement as the North star, we created user journey mapping and ideated experience key moments for various customer states and touch points.
Customer Insights
THE OUTCOME
Customers are overwhelmed and fatigued finding new content and managing multiple services.
To validate key functional areas of the ideal state prototype in order to inform prioritization recommendations for MVO vs. ideal state. We created interactive prototypes including pathing between key function areas: Homepage, Discover page, and Management page.