Back in 2013, many American customers were still using feature phones (flip phones, slider keyboards, etc.) Many companies were competing to get feature phone customers on new smartphone platforms. However, the problem wasn’t the cost but that consumers didn’t know how to use these new features.

Customers were transitioning from feature phones to smart phones. With the added product complexity, users were having trouble navigating and Verizon needed a better teaching method for new users.

1. Carriers submit requests to Samsung core apps for product differentiation (Voicemail, Messaging, etc.)

2. Designers, researchers, and a UX Writer (yours truly) work on the mocks together in S. Korea and USA.

3. Translation across Korean to English and back again.

4. Mocks are presented to carrier for brand/legal approval.
   

5. Final designs get pulled apart into assets and strings to be sent to engineering.

6. Prototype “lunchboxes” sent for QA.

7. Final hardware and software form factor built and sold to the public through the carrier.

Along with better marketing of new features, we came up with the following solutions:

1. Step by step walk through video hard coded onto the device using a hand model.

2. On screen tutorial (optional) that walks through each step to set it up for the user with guidance on their device.

3. Product FAQ and Help content on Verizon and Samsung Global tech docs.
   

4. Scripts written for call center associates to walk customers through the setup flow.