Glow Financing Integration

Overview

With the current financing vendor leaving the market, we had an opportunity to improve the financing experience for our users. I worked with product and engineering to design a fully integrated Glow financing experience that would keep users in checkout and reduce decision friction. This involved creating a new flow that would be easy to follow, while also providing users with the information they needed to make an informed decision about financing their purchase.

Empathizing with users

Working with the product team we identified key user needs and pain points in the financing process, this allowed us to identify the Verizon Personas to use, we then simplified these personas so we could focus on the most critical aspects for our design.

Personas

• Identify which Persona(s)
• Consider this user in design decisions
• Build empathy with goal user

Service Map

Working with the Product Owner we aligned on the experience and which pieces we had the ability to influence. The service map helped us visualize the end-to-end journey and identify key touchpoints.

Wireframes

Using the existing service map, we created wireframes to outline the structure and flow of the user experience and how it would be integrated into the current experience. The existing experience was not part of the scope of this project so finding an elegant solution that hit the key business goals was crucial.

Wireframes

• Outlined the structure and flow of the Glow Financing experience integrated into checkout
• Mapped out the 5-step financing flow aligned with product requirements
• Visualized end-to-end experience to help engineers identify potential issues early and work efficiently
• Defined reusable UI patterns for financing content to support future partner integrations and flows

Medium fidelity designs

After aligning with product and engineering on the overall flow, I created medium-fidelity designs that could be used for early feedback and prototyping. These designs focused on the core financing flow and key decision points, while also focusing on reusable UI patterns for financing content that could be leveraged across multiple partners and flows.

• Added simple Glow Financing pricing content following existing patterns in the device selection page.
• Added 5 step Glow Financing flow based on the screens reviewed by product
• Deepened context as engineers likely wouldn't be working on multiple flows simultaneously, this would show the end-to-end experience and help identify potential issues early.
• Created reusable UI patterns for financing content that could be used across multiple partners and flows, that future projects can leverage these and add other financing content.

Simple Prototype

A simple prototype used to align product expectations with XMs, PMs and engineers. This prototype would be kept up to date with the latest design and used as a reference for development, this was a critical step to get everyone on the same page and ensure the design was feasible before investing in development.

Results

This project rolled out on time and met all the key objectives set by the stakeholders, without requiring new patterns or significant changes to the existing purchase flow.

Take Aways