Suraj's portfolio

Last updated nov, 2022

Portfolio presentation

Suraj Nair UX/UI

Designer

About me

An engineer turned interaction designer with over 7 years of professional experience crafting digital products across platforms and devices for B2B and B2C organisations. On a typical day at work, I ...

+ Validate ideas and designs using split A/B tests and product performance.

+ Collaborate and communicate design concepts with clients and internal teams.

+ Design user-experiences from low-fidelity sketches to hi-fidelity mockups.

+ Measure released product's features to establish benchmarks and to identify potential areas of improvement.

+ Create rapid prototypes to validate design concepts with stakeholders and customers.

+ Communicate and advocate Design Thinking principles and UCD methodologies to product team.

+ Perform user research (UX Research) to get deeper understanding of the users' pain points.

+ Transform wireframes to Visual designs that are ready to be shared with developers. + Stay abreast of UX trends and technologies.

1. Verizon Global Choice Promotion

tion

Let’s reAD

About the project Project duration

Business Goals

Acquire More Customers

Attract new customers from hispanic sector to join Verizon. Create awareness
 Promote international calling for customers calling for customers calling to latin american countries.

Opportunities

For Business

To expand customer base to generate more revenue by providing them with global choice plan at no additional cost.

For Customers

To get free talktime minutes every month to any of the listed Latin American countries.

Project kick-off

I conducted a stakeholder interview to understand why is this promotion being launched in the first place. The primary objective was to learn the business needs and goals before jumping on to the actual design phase. This kick-off meeting helped me understand that the reason why they want to introduce this promotion was to...

Business Goals

rive incre ental acquisition growth a ong id and low acculturated LATAM Hispanic Increase value for oney perception a ong Hispanic

I prove brand perception in the Hispanic co unity.

My Goals

ffer presentation and enroll ent through the shop flow ffer presentation and enroll ent post account activation.

My Process

We followed Agile UX process where we set targets for each sprint and completed all the user stories requested by the business stakeholders. At the end of each sprint, a grooming call was setup where all the teams involved the in the project connected to discuss the user stories.

Created a detailed journey mapping to understand where the promotion fits in the flow.

Learn the existing customer flow and experience to align the new promotion to match customers’ expectation.

Activities performed

Create design mock-ups and get the stakeholders feedback.

Follow the agile UX to complete the design goals for each sprint and share the deliverables with the business.

Jo rney flow 2. Experience to chpoints

Journey flow

Jounrey flow - New customer

A potential customer could get started with the addition of this promo to his new Verizon postpaid account by noticing the advert banner on any platform, which will take them to the landing page of the promotion. They can then begin the process from the landing page by purchasing a new postpaid connection.

Experience touchpoints

Final Design

Screen 1

Users

Screen 2

Users can customize the phone they want to buy.

Screen 3

Users need to select either they are new or existing customer.

Screen 4

Users get to see the device they finally picked and can add accessories to their cart.

Screen 5

Users can build their order from here.

Screen 6

Users can pick a plan for their new device.

Screen 7

This is the new page that I designed for the promotion which was integrated in the sales flow.

Screen 8

The user can select a country from the dropdown to which they wish to call/text at no additional cost.

9 10

Screen 9

Users will get to see the max minutes they are alloted to their choice of country.

Screen 10

This is the cart page where user finaly review all the key information before checkout.

Design Impact

Learnings

# 1

This was the first time when a promo was a part of the shop experience unlike in the past when the promotion was only available for customers with Verizon account. As a result, a lot of teams were involved and getting a buy-in from all of them at different juncture of the project was challenging

# 2

The development and other technical teams were challenged with having to identify the right partners that would need to work on enabling the offer for both shop and post activation pieces of the experience.

# 3

Design team had no access to toolkit and landing page design until weeks into the design timeline.

Feedback from Sr. MAnager

2. Verizon Prepaid Sales journey revamp

Let’s reAD

About the project

Project duration

my Role Tools used

This project aimed at revamping the prepaid sales flow to enhance the overall digital experience of Verizon prepaid customers. With that said, along with the design the architecture and backend system were also changed to optimise the process. UX Research, Interaction Design, Wireframe, UI Design,

Sketch, Figma, Google Slides, Invision

Business Goals

Imp ove the visual look and feel

Revamp the entire design layout to enhance the experience. Optimi e the existing shopping flow

Minimize the flow by removing the irrelevant and optional steps from the sales flow.

Opportunities

Fo Business

Build strategic offerings for Verizon’s Value segment & maintain a competitive edge. Deliver cohesive customer experiences & improve conversions by reshaping the Prepaid shopping flows.

Fo Custome s

Simplified and seamless prepaid sales journey on web and mobile platform.

My Process

My Process

Journey ma

Created a detailed journey mapping to understand where the promotion fits in the flow.

2. Customer journey

Learn the existing customer flow and experience to align the new promotion to match customers’ expectation.

3. Interaction design

Create design mock-ups and get the stakeholders feedback.

4. User testing

Validated the concept and hypothesis through user testing. The feedback were then used to make iterations.

Learning prepaid ecosystem

It is essential to first understand the entire ecosystem before taking a step towards improving it. I looked at the differernt touchpoints to learn about the different possibilities a customer can interact with the system. Since my scope of work was just to improve the web experience, I mapped out all the different user flows under it.

High level user flow

Customer flow - Existing customer

I mapped the customer flow of an existing customer who wants to add a new phone line to their line. I noticed that there were few irrelevant or unnecessary friction points which if removed will only make the process faster and better.

Customer journey mapping

Updated Design

Screen 1

Screen 2

Screen 3

Users are presented list of devices from which they can select one they want to purchase.

Screen 4

Users can customize their device they selected.

For security reasons the screens are masked.

Screen 5

They can add the device as a new line or upgrade an existing line (in this scenario they will add a new line).

Screen 6

User get to see their newly selected smartphone.

For security reasons the screens are masked.

Screen 7

Cart page consists of all the essential information about the device.

Screen 9

Users can pick the number of their choice from the available list of numbers.

Screen 8

Users can opt for a new number or continue to use their existing number.

For security reasons the screens are masked.

Screen 10

They

Screen 12

Users

Screen 11

Review page includes all key details about the items added so far.

For security reasons the screens are masked.

User testing

T e focus of t is test was to understand w et er or not participants could do following tasks easily Is t e info on t e prepaid account landing page easy to co pre end

Can t e user effortlessly steer and discover “Add a line ” to acco plis t e task assigned W et er t e user able to navigate to t e Prepaid grid wall and begin to s op t e device Can t e user recognize w et er e ust purc ase a device first and t en add a line

Is it straig tforward to appre end and deter ine various prepaid plans available? How persuasive is it to deter ine w ic plan to select How do users swiftly add a plan to t e cart and conclude t e purc ase process?

Some valuable user testing feedback

Users found difficult to locate this button

Users were successful in adding a new line by clicking the CTA “Add new line”.

Users liked how the plans are displayed adjacent to each other as it makes it easier to compare.

Users appreciated the final Order review page and is easy to understand, especially offers and accessory sections are evident and quick to grasp!

Design Impact

Learnings

# 1

During the initial research, I learnt how the behaviour of prepaid customers are different than the postpay customers. This helped me to architect the experience in a way that it aligns with their expectations and needs.

# 2

During the user research, I also learnt that the prepaid customers are keen in reading most of the information presented to them which is against the popular belief that users don’t prefer to read.

3. User behavioural change - post covid-19 (research)

ural t search)

Let’s reAD

About the project

This was one of the most interesting all research work I did in the recent years. Since the pandemic, the way users consume internet has changed drastically. In Verizon, this shift in the behaviour was needed to studied to make an informed strategic decisions to align with new consumer needs and expectations.

Project duration

6 months

my Role Tools used

UX Research

Google slides, paper, pen, sticky notes

research insight

Users are turning away from their phones while engaging with the world online.

People are using bigger screens while accessing internet to use their day to day applications. The graph showcase the decline in the use of mobile apps like Facebook and Youtube in contrast to the surge in the usage of websites of same application.

More number of people are now accessing news media (both physical and virtual channels) to stay updated on government policies and health regulations.

Readership of local news media has also seen a surge due to the pandemic.

Significant increment in the usage of video chat / conferencing applications. like - Google Duo, Zoom, etc

Due to lockdown in many parts of the world, users are increasingly adopting video chat applications to see their friends and families amid this pandemic.

Distribution of online visitors with respect to different platforms (in India)

More people are engaging with entertainment apps and platforms during the pandemic.

Readership of local news media has also seen a surge due to the pandemic.

More number of people are now accessing news media (both physical and virtual channels) to stay updated on government policies and health regulations.

While the popularity of video games has increased drastically, sports channel are losing out.

Since many sports events have been cancelled or postponed because of the Covid-19, sports channels are seeing decrease in the viewership. On the other hand, video games and other entertaining applications have gained lot of users.

Significant changes in the consumption of services like residential broadband, voice traffic, cord connection.

Demand for residential broadband has increased materially due to work-, school-, and entertain-fromhome activities. These activities have driven traffic volumes for voice and data services (for video conferencing, streaming, gaming, VPN and other traffic).

in VoIP

in total voice traffic by Verizon

Data consumption on mobile has increased by 10%. since the novel coronavirus pandemic.

Mapping behavioural changes in users with new strategies by telecom industries in India - since Covid-19.

The Indian Telecom market is dominated by 3 Operators – Reliance

JIO, Airtel, and Vodafone Idea. These three Telecom operators own 89.6% of the total subscriber market share as of March 2020. The Government-owned BSNL is the only other player present in the market with a significant 10.1% share.

Gain in popularity of digital payments in India during the coronavirus outbreak.

Both telecom giants are promoting online transaction through their channel Jio Money & Airtel Money respectively by providing benefits and additional offers to their customers on each transaction.

Demand for Home Internet spiked by upto 40% as

a result of online classes and work from home.

Impact of Covid-19 on media consumption

The rate of social media consumption had gone up by almost 75 percent compared to the week preceding the lockdown. Overall, it was seen that people spent more time browsing the internet, whereas radio and out of home billboard media consumption had drastically dropped in the measured time period.

Learnings

The insight from this research work was instrumental in understanding the shift of people’s internet usage. Therefore, there new needs and challenges needed to be taken into consderation while strategizing new proposals for the Verizon customers.