Background

Verizon is one of the largest wireless network operators, supporting over 140 million subscribers. Dedicated to delivering cutting-edge services, Verizon plays a pivotal role in shaping the telecommunications landscape.

Verizon’s existing conversational design system (CDS) lacked guidance on the overall CDS design approach, lacked documentation of all use cases, and was cluttered with no longer relevant information. As such, Verizon engaged Publicis Sapient to revamp their conversational design system to increase efficiency across Verizon design teams. We aimed to streamline the design process and ensure a cohesive and user-friendly system for crafting engaging conversational experiences.

Challenge

How can we revamp the conversational design system to serve as a single source for conversational design for cross functional teams at Verizon and Publicis Sapient so that it can inform, educate, and accelerate work.

Role

Throughout this improvement process, I conducted competitive research, audited the existing system, and ideated new ideas for refining the system's hierarchy.

Disclaimer

For privacy purposes I am unable to show the details of my work here, but if you’re interested in learning more please contact me!

SOLUTION OVERVIEW

A revamped design system that empowers seamless conversational design journeys.

An instructional guide to conversational design methodology.

A flexible solution equipped with clear base component strategies for diverse use cases.

A hierarchical and navigable system that can be self-served by cross-functional teams.

REFLECT

Takeaways

This project highlighted the importance of clean documentation and organization when creating design systems. From conversations with Verizon designers, I observed firsthand the challenges and pain points that can arise from insufficient and disorganized design systems. Deep-diving into the intricacies of conversational design systems was a valuable learning opportunity, especially considering I had limited experience with conversational design.

The short nature of this engagement meant we had to problem solve and familiarize ourselves with not only the conversational design system landscape but the more broad Verizon design system as well quickly. Through constant collaboration with the Verizon design team and multiple formal reviews, we were able to successfully deliver a revamped design system within our constrained timeframe.

Verizon Conversational Design System

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