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.
Solution
Through a structured design sprint, I facilitated cross-functional workshops with business stakeholders and frontline support staff. Together we mapped the escalation journey, surfaced pain points, and co-created a Managed Resolutions model. This model introduced a dedicated case owner, proactive communication touchpoints, and digital tracking of resolution status, ensuring customers felt informed and supported throughout the process.
Impact
Improved first-call resolution potential by reducing unnecessary transfers.
Increased customer confidence and trust through proactive updates and clear ownership.
Provided Verizon with a tested framework for scaling Managed Resolutions across retail and technical support.
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.
