MyVerizon App

BRIEF   Create an app that increases engagement, decreases call drivers and simplifies the business/customer relationship at every stage of their journey for the top American telecom

ROLE   UX Lead, UX Research Lead 

AKQA NY / VERIZON WIRELESS

I was lucky to have played a big part in the creation of a best-in-class experience on a very tight timeline. We worked with a client that let us create a transformative team, become genuine partners and truly change their business.

My specific highlights were concepting and creating the final foundation of data in one night between user tests, creating a million prototypes for multiple rounds of user testing and transforming the way Verizon operates in order to display the bill in much clearer way to the user & a support chat bot connecting users from anywhere in the app. 

I was lucky to have played a big part in the creation of a best-in-class experience on a very tight timeline. We worked with a client that let us create a transformative team, become genuine partners and truly change their business.

My specific highlights were concepting and creating the final foundation of data in one night between user tests, creating a million prototypes for multiple rounds of user testing and transforming the way Verizon operates in order to display the bill in much clearer way to the user & a support chat bot connecting users from anywhere in the app. 

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 20%

BILL PAYMENT INCREASE

On the billing team we focused on reducing the biggest call driver: bill shock. Specifically: “Is my bill going to be this high moving forward?”

The solution was the addition of a ‘One time charges’ section. My main goal was to provide transparency to users and clearly correlate charges to specific user actions.

On the billing team we focused on reducing the biggest call driver: bill shock. Specifically: “Is my bill going to be this high moving forward?”

The solution was the addition of a ‘One time charges’ section. My main goal was to provide transparency to users and clearly correlate charges to specific user actions.

27%

AUTOPAY ENROLLMENT INCREASE

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I have a thing for designing process. It’s important to be dynamic per project. The aim is always to be the most efficient, while creating the space to form a leading edge product.

UX is the glue between disciplines, beginning to end, and our responsibility is to cultivate collaboration throughout the process. This video shows some of my polished work, but the real work is in the imperfect, non-sexy deliverables along the way.

I have a thing for designing process. It’s important to be dynamic per project. The aim is always to be the most efficient, while creating the space to form a leading edge product.

UX is the glue between disciplines, beginning to end, and our responsibility is to cultivate collaboration throughout the process. This video shows some of my polished work, but the real work is in the imperfect, non-sexy deliverables along the way.

Selected Works

MyVerizonFull Service App

LokaiResponsive Commerce Site

ITAEnterprise Softare Solution

AdAgeTablet Newsreader

Hub GroupLogistical Transit App

WorklifeCorporate Social Enterprise Software