Redesigning an Out Of The Box Experience

The Challenge
Verizon Wireless wanted to change the Out Of the Box Experience (OOBE) for customers who had ordered a replacement phone via the web which was sent to their home. The goal was to improve the process so customer service would experience a reduction in calls to support phone activations.  

The Process
We did a series of 3 usability studies using an iterative process to guide our process changes and design  documentation improvements. This included:
-reducing overall amount of material included in packaging
- changing the process of phone activation
- reducing the activation  guide from 8 pages to 1
- redesigning packaging and quick start product guides

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The Result
We created a series of usability studies over time that increased the phone set up rate success rate by over 50%.  
The series of studies provided opportunities to iterate our designs and incorporate and test our improvements.  The results were released in a beta test with two separate phones and based on those results, the new process was woven into the rest of VerizonWireless phone products.  The overall savings from the study were estimated to be over $1M per year due to reduced materials costs and changes in calls to customer service.