Verizon O360
Verizon O360
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O360 is an enterprise-grade CPQ (Configure, Price, Quote) platform developed under Verizon to deliver a unified, end-to-end experience across the customer lifecycle, from lead identification and quote generation to eSign completion and post-sale service support. The product serves large enterprise customers and internal care teams, requiring high accuracy, speed, and contextual decision-making across complex telecommunications workflows.
O360 is an enterprise-grade CPQ (Configure, Price, Quote) platform developed under Verizon to deliver a unified, end-to-end experience across the customer lifecycle, from lead identification and quote generation to eSign completion and post-sale service support. The product serves large enterprise customers and internal care teams, requiring high accuracy, speed, and contextual decision-making across complex telecommunications workflows.
As the lead designer for the contract journey, I owned the experience from onboarding through execution, ensuring seamless alignment across sales, pricing, legal, and service touchpoints. Using structured research, system thinking, and iterative validation, the design focused on reducing cognitive load, improving efficiency, and enabling faster, more confident decisions for users. In parallel, I mentored two junior designers, guiding them through domain-specific UX challenges and maintaining a high bar for design rigor. The outcome was a scalable, results-driven solution that met critical business goals while simplifying enterprise-grade CPQ complexity.
As the lead designer for the contract journey, I owned the experience from onboarding through execution, ensuring seamless alignment across sales, pricing, legal, and service touchpoints. Using structured research, system thinking, and iterative validation, the design focused on reducing cognitive load, improving efficiency, and enabling faster, more confident decisions for users. In parallel, I mentored two junior designers, guiding them through domain-specific UX challenges and maintaining a high bar for design rigor. The outcome was a scalable, results-driven solution that met critical business goals while simplifying enterprise-grade CPQ complexity.
Project Timeline: 24 Months (October 2023 - June 2024)Design Team: I am the Sr. UX Designer and Designer 2 is the Lead UX Designer.My Role: Research | Wireframing | Prototyping | DocumentationCollaborators: Team of 5 Front end developers + 3 Backend developers.Project Status: Pilot stage
My Role Senior UX Designer (End-to-End Ownership) :
- Led UX across Lead → CPQ → Contract → Care handoff
- Owned Contract & eSign UX within the overall flow
- Mentored 2 junior designers, guiding them through telecom complexity and enterprise constraints
- Partnered closely with product, engineering, legal, and sales ops
Problem Statement  Enterprise sales teams faced:Â
- Disconnected tools for lead management, quoting, and contracting
- High error rates in pricing and approvals
- Long quote-to-contract turnaround times
- Poor visibility for care teams post-sale
Design Challenges
- Highly complex telecom pricing models
- Multiple personas with conflicting goals
- Legal and compliance-driven contract constraints
- Zero tolerance for errors in enterprise quotes
- Scalability across thousands of enterprise accounts
UX StrategyI approached O360 as a system, not a screen.
- Single source of truth across teams
- Progressive disclosure for complex pricing
- Guardrails instead of freedom (error prevention > flexibility)
- Clear ownership handoffs between Sales → Legal → Care
User Personas
- Enterprise Sales Executive
- Sales Operations / Pricing Analyst
- Legal & Contract Review Team
- Customer Care / Service Enablement
Collaboration & Leadership
- Conducted cross-functional UX walkthroughs
- Simplified telecom jargon into design-led decision frameworks
- Provided continuous feedback loops for junior designers
- Delivered results-oriented design recommendations, not just visuals
Business Impact
Business Impact
Improved QuoteÂ
Improved QuoteÂ
Visibility
Visibility
22%
22%
   Increased  Â
   Increased  Â
Sales users reported improved visibility into quote status, pricing changes, and expiry risks through centralized dashboards and alerts. During the pilot, fewer quotes were missed or duplicated due to better tracking and clear lifecycle stages.
Faster Quote-to-Approval Cycle
Faster Quote-to-Approval Cycle
18%
18%
   Increased  Â
   Increased  Â
Early pilot results showed a reduction in time taken to move quotes from creation to approval. Guided workflows, built-in compliance checks, and fewer manual handoffs helped sales teams progress deals more efficiently.
More Confident Pricing Decisions
More Confident Pricing Decisions
25%
25%
   Increased  Â
   Increased  Â
Side-by-side price comparison and automated discount logic enabled sales teams to evaluate options faster and with greater confidence. Users relied less on external spreadsheets and manual calculations during customer discussions.
Reduced Pricing & Configuration Errors
Reduced Pricing & Configuration Errors
16%
16%
    Reduced   Â
    Reduced   Â
The guided configuration and validation rules reduced incorrect service combinations and pricing mismatches. While some edge cases still required manual review, early testing showed fewer rework cycles compared to legacy processes.
Improved Contract Readiness
Improved Contract Readiness
20%
20%
   Increased  Â
   Increased  Â
Quotes converted into draft contracts with fewer missing details, thanks to structured data flow from pricing to contracts. Legal teams reported fewer clarification requests during the initial review stage.
Reduced Dependency on Manual Follow-ups
Reduced Dependency on Manual Follow-ups
14%
14%
    Reduced   Â
    Reduced   Â
Automated alerts for expiring quotes, pending approvals, and missing actions reduced reliance on email and verbal follow-ups. This improvement is expected to increase further as notification logic is refined.
Faster Multi-Location Deal Evaluation
Faster Multi-Location Deal Evaluation
19%
19%
   Increased  Â
   Increased  Â
Bulk price comparison helped enterprise sales teams evaluate multi-location deals more quickly. Early pilot users were able to assess pricing consistency across sites without generating separate quotes for each location.
Higher Sales User Confidence
Higher Sales User Confidence
23%
23%
   Increased  Â
   Increased  Â
Pilot feedback indicated higher confidence among sales users when presenting quotes to customers. Clear pricing breakdowns, comparison views, and system-driven validations reduced hesitation during customer conversations.
Product Features
Product Features
End-to-End Quote-to-Order Journey
End-to-End Quote-to-Order Journey
O360 allows sales teams to manage the complete customer journey in one place—from entering customer details to creating quotes, getting approvals, generating contracts, and preparing orders. This removes the need to switch between multiple tools and keeps every step clearly connected.
O360 allows sales teams to manage the complete customer journey in one place—from entering customer details to creating quotes, getting approvals, generating contracts, and preparing orders. This removes the need to switch between multiple tools and keeps every step clearly connected.
Guided Product Configuration
Guided Product Configuration
The system helps users choose the right services by showing only valid options based on location, speed, and service type. This guidance prevents mistakes, reduces confusion, and ensures the final quote matches what can actually be delivered to the customer.
The system helps users choose the right services by showing only valid options based on location, speed, and service type. This guidance prevents mistakes, reduces confusion, and ensures the final quote matches what can actually be delivered to the customer.
Smart Price Comparison (Single Location)
Smart Price Comparison (Single Location)
O360 lets users compare multiple service options side by side for a single location. Pricing, discounts, and one-time charges are shown clearly, making it easy to explain choices to customers and confidently select the best option.
O360 lets users compare multiple service options side by side for a single location. Pricing, discounts, and one-time charges are shown clearly, making it easy to explain choices to customers and confidently select the best option.
Bulk Price Comparison Across Locations
Bulk Price Comparison Across Locations
For customers with many offices or sites, O360 compares prices across multiple locations at once. This helps sales teams ensure consistent pricing, spot cost differences quickly, and make faster decisions without creating separate quotes for each location.
For customers with many offices or sites, O360 compares prices across multiple locations at once. This helps sales teams ensure consistent pricing, spot cost differences quickly, and make faster decisions without creating separate quotes for each location.
Automated Pricing and Discounts
Automated Pricing and Discounts
The platform automatically calculates prices and applies eligible discounts and promotions. Users don’t need to manually adjust numbers, which reduces errors and ensures pricing follows company rules while still offering competitive deals to customers.
The platform automatically calculates prices and applies eligible discounts and promotions. Users don’t need to manually adjust numbers, which reduces errors and ensures pricing follows company rules while still offering competitive deals to customers.
Built-In Approval Checks
Built-In Approval Checks
O360 automatically checks if approvals are needed for legal, credit, tax, or regulatory reasons. Users can clearly see what is required and what is not, helping them avoid delays and ensuring quotes meet all compliance requirements before moving forward.
O360 automatically checks if approvals are needed for legal, credit, tax, or regulatory reasons. Users can clearly see what is required and what is not, helping them avoid delays and ensuring quotes meet all compliance requirements before moving forward.
Contract Creation and Management
Contract Creation and Management
Once a quote is approved, O360 converts it into a contract without re-entering information. Users can manage drafts, review contract details, and track status in one place, making the legal process simpler and more transparent.
Once a quote is approved, O360 converts it into a contract without re-entering information. Users can manage drafts, review contract details, and track status in one place, making the legal process simpler and more transparent.
Live Contract Preview
Live Contract Preview
Before finalizing a contract, users can preview the full document exactly as the customer will see it. This helps catch errors early, verify pricing and terms, and avoid back-and-forth changes after the contract is sent.
Before finalizing a contract, users can preview the full document exactly as the customer will see it. This helps catch errors early, verify pricing and terms, and avoid back-and-forth changes after the contract is sent.
Alerts and Action Reminders
Alerts and Action Reminders
The system highlights important actions such as expiring quotes, missing approvals, or incomplete contracts. These reminders help users stay on track, avoid missed deadlines, and respond to customers faster.
The system highlights important actions such as expiring quotes, missing approvals, or incomplete contracts. These reminders help users stay on track, avoid missed deadlines, and respond to customers faster.
Designed for Large Enterprise Deals
Designed for Large Enterprise Deals
O360 is built to handle complex deals involving multiple services, locations, and contracts. Despite this complexity, the interface keeps information organized and easy to understand, even for users managing many customers at the same time.
O360 is built to handle complex deals involving multiple services, locations, and contracts. Despite this complexity, the interface keeps information organized and easy to understand, even for users managing many customers at the same time.
Automation-Ready and Future-Focused
Automation-Ready and Future-Focused
Many steps in O360 are automated or system-driven, reducing manual work for users. This foundation allows future enhancements like smarter recommendations and AI assistance, while still keeping users in control of important decisions.
Many steps in O360 are automated or system-driven, reducing manual work for users. This foundation allows future enhancements like smarter recommendations and AI assistance, while still keeping users in control of important decisions.
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