An itemized record of purchases and payment
Figma
2024
At Verizon, I played a pivotal role on my team in system designing the foundation of a receipt template-a proof of transaction for items, installment plans and changes to the monthly bill.
Verizon’s new receipt launched in September 2024. The redesign resulted in a decrease of receipt related calls to the call centers from 27% to 6%.
My contributions
Designed a system across multiple workflows
Conducted user research to improve usability
Aligned cross-functional teams on key decisions
Background
My role
I joined the billing and payments team at the beginning of this design initiative. With clear product OKRs and KPIs defined, I began my design process right away which included analyzing pain points, streamlining the digital customer journey, and building robust systems.
How is Verizon’s receipt different?
BAU Receipts
There are several reasons that a user could get a receipt. Below is an example of different receipt templates/use cases.
The problem
Information overload: The 2-column format displays both monthly and today’s charges simultaneously.
Visibility of essential details: Key information, such as discounts, is difficult to find/parse for association.
Product accessibility issues: Labeling of products uses internal jargon.
Visual clutter: Two sets of taxes are positioned closely, causing confusion.
The solution
Reduce cognitive load: One format to learn creating consistency with the company.
Removed unnecessary information: Clear separation between today’s charges & charges impacting the bill.
Highlight key information: Made important details like discounts and promos more prominent; provided an easy access to next steps (rebate instructions, trade-in tracker), if applicable.
Maximize space utilization: Reassessed the layout to effectively utilize empty spaces.
Enhance accessibility: Reorganized product labeling and categorization to improve clarity.
Research
Initial research
I partnered with my researcher to do some preliminary research. The interviews and surveys highlight customer problems and potential solutions.
Page architecture, as >40% of matching information (ie, phone plan charges and additional device charges) was not grouped together
Consolidate receipt templates, to standardize customers’ experience across channels
Increase transparency, to build trust and ensure clear communication of information, reducing confusion
System map
I created a system map to visualize omnichannel journeys that concluded with a user receipt.
Holistically reviewing the digital channel
From the interviews, I realized there were some inconsistencies in the following areas:
Nomenclature & imagery for products/services
Consistent language for promos/discounts (ex. Auto Pay, Trade-in, BYOD, BOGO)
Expectations on what customer is paying today vs on montly bill
I decided to holistically review the digital purchase channel to determine the root cause. Opportunities to streamline are highlighted below.
Wireframes
Turning thoughts into templates
After lengthy discussions with stakeholders, I sketched out a template aiming to consolidate receipt formats. I planned where all the elements would live as part of laying down the initial framework and how it would scale with complicated edge cases.
Mockups
Moving on to high fidelity mockups
I met regularly with the PMs and other designers to mocks and new ideas.
BAU
Iteration 1
Iteration 2
Usability Studies
Testing the deisgns
After putting the designs together, I ran a usability study with 6 participants.
Direct success
Unable to answer
Average duration
Goal completion
Final experience
Single receipt format for 10 different purchase experiences
After through testing, I implemented the feedback and finalized the design.
Pushing into production
With the launch:
Our clients digital purchase process has been streamlined, the receipt has significantly been simplified and building a robust template has also paved the way for other parts of the business such as the bill.
Since launching the new design, receipt related calls to call centers decreased from 27% to 6%.