Our team of four researchers conducted a formative usability study of the verizonwireless.com mobile website. The site was tested to assess core customer interest areas including, Kids Plans, Verizon locations, Trade-ins, and International costs. To achieve this, We identify completion rates, pain points, and errors based on a series of tasks and questions. We provide actionable recommendations to improve the usability of the Verizon Wireless mobile website.
Graduate school coursework
Team members: Shad Pionek, Ricardo Garza, Demetrios Roumbos
Powerpoint Layout, Executive Summary, Introduction, Findings, user interviews
N = 8
Phone Provider: T-Mobile (4), Google Fi (1), AT&T(3)
Length of time with Phone carrier: 1 year – 17 years
Frequency of mobile phone usage for online browsing: Daily – Weekly
Frequency of checking mobile phone carrier site: Never – Monthly
All participants who located the international plan page could correctly identify the cost of the plan. Participants also pointed out that the carousel was noticeable because of the arrow on the right and the line on the bottom
Task Description: Your daughter is getting her first cell phone and you heard a few friends mention Verizon offers a service that allows parents to limit their children’s digital access. If you were interested in finding the cost of this service. How would you do that from here?
Finding: All of the participants found the “Price kids Plan” landing page but with difficulties. When it came to adding another line, participants had a hard time figuring out what to do. One participant got so frustrated, trying to find where to add another line that they eventually gave up.
Problem: 3 of 8 participants didn’t notice at first that they had to swipe the carousel to the last card to find the “Kids plan,” but eventually figured it out. 5 out of 8 failed to notice the quantity input button to add or subtract a service line.
“I knew how to get to the screen but couldn’t figure out how to change the number of service lines. I just gave up.”