Verizon wanted to reduce the number of calls to their customer care centers. Billing disputes were the top reasons for customers to call in. Most disputes were a result of customers simply not understanding their bill.
I led a team of creatives in researching what problems customers were having with the current format and solving for them with a complete redesign. Our team focused on prioritizing the most important information first – Total due, bill changes, one-time charges, data usage, etc. We then dedicated ourselves to simplicity – only including content that was absolutely necessary to the customer.
The results were staggering. When we sent out the new design, customers wrote into Verizon headquarters, thanking them for their customer-first approach. They took to social media and posted about the new design. Oh, and saved Verizon $39 million per year in calls to Care.