Verizon Cloud is a cloud backup app made by Verizon, to allow their users to upload their content and keep it safe in the cloud. I was in charge of doing an internal UX audit of the current state of Verizon Cloud, gathering feedback from stakeholders and users to find pain points and areas of improvement.

Problem

The research showed that even when 90% of our users were using the app to backup photos and videos, the most used sections were hidden in the app and not easily accessed by users, which complained frequently about the difficult navigation.

The current app wasn’t reaching the business goals, showing a concerning churn number.

Goal

Influence the whitelabel provider to develop their app in way more aligned with Verizon’s interests.

Approach

A UX audit was made to identify the main pain points in the app, in navigation and content, understanding what the users expect to find in these type of apps, supported by interviews and a competitive analysis to see the gaps that needed to be filled.

A content and navigation audit was made to understand how the different competitors were treating the content and how different it was from what we were doing.

It helped us to identify common patterns, that were also found in the users’ interviews, showing us clearly how the app was misaligned with the users’ expectations and why it wasn’t achieving business goals.

With the research, a new navigation was proposed, giving the users easier access to the most used features (photos & videos), and a simpler navigation was proposed, creating an Account section that was missing in the current version, and at the same time it was expected as all the other competitors had it.

Develop in different stages

As the resources were limited and didn’t allowed us to make all the changes as fast as we wanted, the proposal also included how the improvements could be implemented in different stages, starting by modifying the architecture and finalizing a redesigned library and a prints & gifts section.

Bringing Memories to life

I also did a research around the most engaging feature in the app (memories). The different user interviews allowed us to identify how important memories were in these apps, as the main feature to drive engagement. The audit and user interviews let us saw how complex our memories were and the difficulties on the users to understand them.