The Double Diamond

A Diamond is forever. What about a Double Diamond?

When I was at Verizon Wireless, I had followed this methodology without realizing how powerful it was. At General Assembly, I learned the nuts and bolts of this process and lived it repeatedly through five practical projects. 

These four steps in Design thinking is what I live by:

1. Discover / Empathise

2. Define / Ideate

3. Develop / Prototype

4. Deliver / Test

I have seen a solid ROI in companies that subscribe and execute upon the Design Thinking Process. The Verizon SMART Store Product and Service experience is a case in point. At Global Sources, a Trade Journal publisher, the user was always at the center of all initiatives; they have been a leader in the publications industry for over three decades.

Once the product is Generally Available (GA) using the appropriate metrics such as

• Key Performance Indicators (KPIs)

• Objectives and Key Results (OKRs)

• Key Result Areas (KRAs)

is the surest way to optimize and grow your product and service. 

Features Overview

As part of Verizon Wireless' initiative to reinvent the retail store, the SMART App is integral to the ecosystem that provides a 360 degree Customer experience.  

The SMART App is bundled with the flagship My Verizon Mobile (MVM) and is initiated when the customer is in the vicinity or in the  Verizon store.

Highlights Store-specific Services 

Deliver customer-centric information as pertains to that particular store such as their pre-scheduled Workshops and Appointments. Also offers the ability to set up new Workshops and Appointments.

Customer can consider the Device Payment option and view their Purchase History.

.

Self Help 

The customer can pick any product they choose and skip the line with self checkout.

Promotional adverts are interspersed across the app.

 Comparison shopping

The customer can compare upto 5 devices towards making their final choice