Where’s My Tech
Fios Installation and Repairs
Where’s My Tech provides real-time tracking on the day of a customer’s installation. Customers can track a tech’s location and time, allowing them to better plan their day. The technician’s name and photo lets customers know who their tech is before they arrive, providing a sense of security.
During my first project at Verizon, I was working to improve parts of an existing platform of the pre-provisioned app experience. I had dabbled in a couple iterations of displaying tech information for installs. Due to several limitations, and restrictions on the use of tech information, this part of the app re-design did not launch until several months later.
I was the sole designer for this project, partnering closely with the business team. After the launch of the app, my business partners continued to worked with engineering and the technicians’ union for approvals to use technician information and GPS tracking. As the project was going through several rounds of legal and union reviews, I kept iterating on the experience, fine tuning the details and use-cases. These efforts allowed the project to move forward into a pilot program followed by general availability.
Where’s My Tech currently provides benefit back to the business with better quality customer experience, reduced calls and reduced day of installation cancelations.
My Role: My Fios App Design Lead, Interaction & Visual Designer
Nancy Chen: Business Lead
Angela Gallegos: Business Lead
