My Video Breakdown of a Customer Journey

How I created a video breaking down the Verizon omnichannel experience.

Side Project 2023

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Overview

My side project, "Unplanned Detour: The Verizon Odyssey," arose from a less-than-ideal experience while attempting to purchase a new phone from Verizon. Spanning three days, this journey unexpectedly evolved into a customer experience case study filled with difficulty and frustration.

To share my insights, I created a detailed 23-minute YouTube video.

I documented each step in a long-form blog post.

And I built a touchpoint inventory map to highlight areas of improvement.

Throughout this process, I closely observed and recorded every interaction, from the parking lot of the Verizon store to navigating the My Verizon app. My goal was to capture the essence of each touchpoint, not just as a customer but through the lens of my expertise in UX and CX. This meticulous approach allowed me to create an informative and relatable narrative, offering a unique perspective on the everyday experience of purchasing a phone.

Goals

Goal 1: My primary aim was to share a comprehensive, real-life encounter with Verizon's customer service.

Goal 2: By documenting each interaction, I wanted to provide a detailed walkthrough of the customer journey, highlighting the complexities and nuances of the experience.

Goal 3: I also wanted to connect with a broader audience, sharing my knowledge and insights to educate and inform.

This Project Taught Me

Diving into Video Editing with Veed: I discovered the ins and outs of Veed, a user-friendly video editing software. It was like unlocking a new level of storytelling — turning my observations into an engaging visual narrative anyone can follow and enjoy.
Demystifying UX and CX: I enjoyed breaking complex UX and CX concepts into bite-sized, easy-to-understand pieces. Whether it's touchpoints or customer channels, I aimed to make these terms less intimidating and more relatable, especially for those new to these concepts.
Creating Educational and Approachable Content: Crafting the blog and touchpoint inventory wasn't just about sharing experiences — it was about teaching. I wanted anyone, from small business owners to curious learners, to grasp and apply these critical aspects of customer experience in their businesses. It was about opening doors to understanding, not just narrating a story.

Roles and Process

In this project, I embraced the role of both a customer and a designer. My journey began with a simple objective: to add a phone to my family plan at a local Verizon store. This process, however, unfolded into a multi-day endeavor filled with various interactions and touchpoints.

Process:

Initial Store Visit: My first step was visiting the Verizon store, expecting a straightforward experience.
Observation and Documentation: Throughout the visit, I meticulously observed and recorded each interaction, from the store entrance to conversations with sales representatives.
Digital Experience: I engaged with the My Verizon app, noting how its integration (or lack thereof) impacted my in-store experience.
Content Creation: After gathering my observations, I dedicated 25 hours to compiling them into an informative and visually engaging 24-minute video supplemented with descriptive images and a detailed blog post.

This process wasn't just about documenting a personal experience; it was an exercise in empathy and understanding. By stepping into the shoes of an average customer, I aimed to highlight the real-world implications of UX/CX decisions in a retail environment.

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I'm Leo, the writer behind The Triangle Offense Newsletter. Diving deep into UX, CX, and customer-centric business strategy, I provide insights into using timeless CX and UX techniques to attract and retain customers to unlock business growth. Join me on this journey, and let's reshape how to grow a business together.