Verizon Design Sprint
We partnered with Verizon to run a design sprint aimed at rethinking their customer service escalation process. The focus was on first-call resolution and reducing the frustration customers faced when being transferred between retail and technical support. The outcome was a new “Managed Resolutions” workflow built on transparency, proactive follow-up, and clear ownership of customer issues.
Client
Year
2019
Industry
Telecom
Role
Experience Design Lead
Challenge
Verizon’s escalation process left customers bouncing between multiple support channels with little accountability or visibility into issue status. This created frustration, long resolution times, and declining satisfaction. Verizon needed a new approach that was simpler, more transparent, and designed to reduce repeat calls.
Process & Solution
For Verizon, I led a fast-paced design sprint to simplify the resolution experience for both agents and customers. The process focused on rapid problem framing, co-creation with stakeholders, and iterative prototyping to validate usability and ensure business alignment.
Working alongside business leaders and frontline staff, we mapped the end-to-end escalation journey, identified pain points, and co-created the Managed Resolutions model. The final design introduced a dedicated case owner, proactive communication checkpoints, and digital status tracking that made the support process clearer and more transparent for both sides.
Impact
Transformed complex resolution workflows into a streamlined digital process.
Improved case-handling efficiency, reducing resolution time for both users and staff.
Built prototypes that guided product direction and stakeholder buy-in.
Deliverables
Future-state journey maps and redesigned escalation workflows.
Prototypes demonstrating new resolution tracking and communication methods.
Workshop artifacts (HMW statements, prioritization matrices, concept sketches) that informed executive decision-making.
