Planning Across 8 User Types and 3 Site States

The Verizon site packs a surprising amount of complexity, with three different states: unauthenticated (user hasn’t provided their address and is new to the site), cookied (user has visited site before but still not provided their address) and authenticated (user has provided their address.) In this shot above, I created a matrix-like document that proposed 3 different levels of content specificity (high-level, mid-level, and detailed low-level) for each of the 8 different predefined user types across 3 states.