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 Critical to success was improving the on-screen experience and at-a-glance visibility of the product. Our approach leveraged the additional screen real estate afforded to us by the new hardware in two key areas. First was providing clear and continuous signage in both active and idle states to inform and connect with customers.

Verizon Bill Pay Kiosk

Verizon's bill pay kiosk is a platform used by millions of Verizon customers across the nation. For a "digital first" company, its hardware and user experience were outdated and cumbersome, resulting in falling utilization and Net Promoter Scores, as well as increased sales rep reliance. 

 Critical to success was improving the on-screen experience and at-a-glance visibility of the product. Our approach leveraged the additional screen real estate afforded to us by the new hardware in two key areas. First was providing clear and continuous signage in both active and idle states to inform and connect with customers.

Critical to success was improving the on-screen experience and at-a-glance visibility of the product. Our approach leveraged the additional screen real estate afforded to us by the new hardware in two key areas. First was providing clear and continuous signage in both active and idle states to inform and connect with customers.

 


The second underlying principle was providing a charming and streamlined experience. Fewer decisions, informative and conversational headlines, and supporting animations contributed to a dramatically simplified process and outsized positive reinforcement. 

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Cognitive load was dramatically reduced. The final concept cut down the number of steps and unique views by more than 50%, streamlining every possible flow within the experience.