Network Extender, free & self-serve.

Turning a 22-Step Support Journey into a 5-Step Self-Service Experience

PROBLEM

The Churn Challenge

28%

28%

Surveyed Churn Risk
Surveyed Churn Risk

Network performance is cited as the primary reason for customer departure.

Manual resolution processes currently take 7-8 business days to complete.

High reliance on the Network Repair Bureau (NRB) increases operational overhead.

CONTEXT

Eligible customers with a weak home signal could receive a free Network Extender, but the only way to get it was to call customer care.
The digital path didn't exist.

The Friction Gap

Before our intervention, the "Network Extender Self-Serve" was a black-box manual workflow.

  • Reactive Only: Customers had to experience failure before receiving help.

  • Manual Triage: Agents manually qualified accounts for equipment.

  • Disconnected Data: System signal checks weren't linked to fulfillment carts.

EXPERIENCE DESIGN STRATEGY PILLARS

Proactive Reach

Using SMS, My Verizon App offers to proactively reach customers before they experience total service loss.

Reactive Journey

Meeting customers where they are and then surfacing relevant offer


Frictionless Order

A"2-click" fulfillment flow with pre-configured $) carts and authenticated data injection.


Consistent design pattern across omnichannel experience

The Network Extender offer was implemented across Digital experience in Support & Troubleshooting as well as Assisted channels

SYSTEM Map

We created different entry points for the Network Extender Self-Serve offer across the digital & assisted ecosystem

FINAL DESIGN

Network Extender Self-Serve Flow