Verizon
Structuring a better search experience
for Verizon
That’s a direct quote. Verizon employees were utilizing several different internal tools to find marketing, training and sales material. Each tool had a different search set up, and each tool returned vastly different results. The company planned to combine these tools, bringing together many different types of materials. They then tasked me with creating an intuitive way to search.
I interviewed 6 stakeholders and 20 users. The stakeholders were in a roundtable format, while users were individually. I asked each group a variety of questions.
I quickly learned that many users came looking for the same types of content over and over. Marketing team members were interested in images and videos, while sales agents wanted materials they could tailor to their prospects. This made filtering, saving and sharing important.
Following the launch of the upgraded search experience, Verizon reported a 40% increase in positive sentiment among agents using the platform.
